$5,001 - $7,500
Keynote fee falls within this range. For exact fee, please contact us.
Wisconsin
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● Biography
With over 30 years of experience in patient care, healthcare marketing, business development, and administration, Kristin Baird is a talented speaker and consultant with a passion for service excellence. President of the Baird Group, Kristin earned a Bachelor of Science in Nursing from the University of Wisconsin-Madison and a Master’s in Health Services Administration from Cardinal Stritch University in Milwaukee, WI.
Kristin is the author of You Make the Call! Healthcare’s mandate for post-discharge follow up (Golden Lamp Press, 2012), Raising the Bar on Service Excellence: The health care leader’s guide to putting passion into practice (Golden Lamp Press, 2008), Reclaiming the Passion: Stories that celebrate the essence of nursing (Golden Lamp Press, 2004), and Customer Service in Health Care: A grassroots approach to creating a culture of service excellence (Jossey Bass and American Hospital Association Publishing, 2000).
Kristin is the creator of acclaimed online executive leadership course Be the Leader Nobody Wants to Leave – 8 Transformational Skill-Builders for Busy Leaders. In addition to her work in leadership development and culture transformation, Kristin has designed turnkey programs that improve customer service skills for doctors, nurses, and all frontline staff. She has worked with hundreds of healthcare clients, including hospitals, medical practices, and long-term care facilities to improve the customer, provider, and employee experience.
Kristin received an appointment from the Secretary of Health to serve on the National Advisory Council for the National Health Service Corps. Her work in Washington is consistent with her passion for excellence. She brings her talent in customer service and marketing to assist the NHSC in serving the underserved.
● Featured Keynote Programs
Physician/Patient Partnership
Research shows that it’s often the little things that have the greatest impact on the patient experience with their providers. Survey data alone isn’t always helpful in knowing what needs to change. This two-hour session focuses on four best practices to improve provider/patient encounters. Practice scenarios provide opportunities to test skills and get feedback.
Providers will:
- Examine how patients judge the experience with their provider
- Define four best practice categories
- Review and practice specific skills in each best practice category
- Identify opportunities for performance improvement and set personal goals
Nurse/Patient Partnership
The Nurse/Patient Partnership is a comprehensive, engaging approach to training designed by nurses, for nurses. Interactive content in the staff nurse sessions helps these professionals achieve improved communication and better patient experience, and the nurse leaders’ session shows leaders how to build accountability, provide feedback, and improve nurse retention.
Staff Sessions:
- Define the desired patient experience and raise empathy for the patient and family
- Examine how nurses influence the patient experience (and, ultimately, HCAHPS scores)
- Explore four essentials of a positive, memorable patient experience
- Review GREAT CARE as a tool for systematically managing patient encounters
- Practice GREAT CARE using role play scenarios
- Create a personal action plan for success
Nurse Leader Session:
- Review the Nurse/Patient Partnership curriculum
- Examine the nurse leader’s unique role in improving the patient experience
- Learn a simple but memorable coaching method to hold staff accountable
Power of One: Make your healthcare customer service training stick like glue
So, how do we get your customer service training to stick like glue? Kristin Baird created training modules for healthcare employees that teach essential skills and help them see their individual role in delivering great customer service. Not every person who works in a healthcare organization takes care of patients, but everyone has customers. Each encounter is an opportunity to be the face of the organization. This licensed training product gives you the tools to sustain your own, ongoing, customized classes. Train-the-trainer sessions, led by Kristin, equip your in-house trainers.
Power of One teaches all healthcare staff:
- The power each person has in shaping the experience
- How to show empathy in words and actions
- The behavioral standards for service excellence
- How to take ownership
Power of One teaches leaders to coach, mentor, model, manage and even hire to build a culture of healthcare customer service excellence.
A+ SERVICE RECOVERY
Every healthcare interaction should foster trust, but sometimes you fail to live up to a patient’s or family’s expectations. These service failures. When managed well, can help turn raging critics into raving fans. Did you know… When a customer has a complaint that is handled well as a service recovery, they are statistically likely to be more of a fan of your organization than if everything had gone well in the first place. Learn how to create lasting supporters with Baird’s A+ Service Recovery Training.
This two-hour, hands-on service recovery training session is designed for healthcare employees at all levels. Baird Group uses stories, examples, and practice scenarios to inspire, motivate, and educate participants on how to spot service recovery opportunities and take appropriate action with confidence.
The A+ Service recovery system is more than a one-and-done training. The packaging includes:
- Leader training to become service recovery coaches
- Frontline training to build service recovery skills
- Guidelines for setting organization-wide expectations and actions
- Frontline Training