Susan Keane Baker

Susan Keane Baker

MHA
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Biography

Susan Keane Baker is an author and speaker who has spoken in 49 states and many foreign countries. Susan is a Certified Speaking Professional (CSP), which is the highest earned designation of the speaking profession. She is the author of five books including: Managing Patient Expectations, “I’m Sorry to Hear That…” Real Life Responses to Patients’ 101 Most Common Complaints About Health Care, The Credibility/Likeability Makeover, Higher HCAHPS Scores: The Willing to Recommend Facto, and Split-Second Kindness: Making a Difference When Time is Limited.

A former hospital vice president, Susan attained the designation of Fellow of the American Society for Healthcare Risk Management. She has served as a member of the Board of Examiners for the Malcom Baldrige National Quality Award and is currently a Commissioner on the Connecticut State Commission on Medicolegal Investigations. Susan also teaches an annual risk management seminar for Quinnipiac University.
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Thursday
Feb 2
Managing Patient & Family Expectations with Practical Techniques
Managing Patient & Family Expectations with Practical TechniquesManaging Patient & Family Expectations with Practical Techniques
1:00 PM MST
Presented by Susan Keane Baker
Clinical Management + 5 more
LIVE
Clinical Management + 5 more
1:00 PM MST
Thursday
Jul 27
Service Recovery Skills for Handling Complaints with Greater Ease
Service Recovery Skills for Handling Complaints with Greater EaseService Recovery Skills for Handling Complaints with Greater Ease
1:00 PM MDT
Presented by Susan Keane Baker
Clinical Management + 2 more
LIVE
Clinical Management + 2 more
1:00 PM MDT
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