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Author, consultant, and industry expert Kristin Baird is President/CEO of the Baird Group, a consulting firm dedicated to transforming healthcare culture and shaping the patient experience. This is accomplished by helping healthcare leaders first understand the patient experience within their organizations and then by guiding strategies to close the gap between the current reality and the desired service vision. Baird’s Model for Service Excellence incorporates strategy alignment, leadership development, and employee engagement, as well as frontline training on behavior-based standards.

Having been in the trenches of healthcare for over thirty-five years as a nurse and hospital executive, Baird speaks the language of someone who has “been there, done that.” A highly sought-after consultant, she works with individuals and groups from the frontline, medical staff, and C-suite, guiding them through culture changes with measurable results in patient satisfaction and employee engagement.

Her passion for listening to the voice of the consumer led her into healthcare marketing and business development. Already a staunch patient advocate, it was here that she found the deep-seated bond between the patient experience, loyalty, and the bottom line. During her eight years as Vice President of Business Development and Marketing for Watertown Area Health Services (now UW-Health Partners) she led an award-winning service excellence initiative. Her initiative is chronicled in her best-selling book, Customer Service in Health Care: A grassroots approach to creating a culture of service excellence (2000, Jossey Bass). Her grassroots model formed the foundation of the Baird Model for Service Excellence, a roadmap for culture transformation and patient experience enrichment.

Baird is a prolific author and renowned industry speaker on the subject of the patient experience and culture. She has authored Raising the Bar on Service Excellence: The health care leader’s guide to putting passion into practice, Customer Service in Health Care: A grassroots approach to creating a culture of service excellence, and Reclaiming the Passion: Stories that celebrate the essence of nursing. In addition, she has authored over 200 articles on a variety of topics related to organizational culture, patient experience, and employee engagement.

In 2009, Baird received an appointment from the Secretary of Health as an advisor to the Health Service Corps in Washington, DC. Baird’s primary success is in coaching and supporting hospitals and health systems in achieving their missions. Her work has been the topic of various articles and workshops with such prestigious healthcare organizations as Press Ganey, NRC Picker, Avatar International, the Society for Healthcare Strategy and Market Development, the National Association for Healthcare Quality, the Medical Group Management Association, BerylHealth, and the Forum for Healthcare Strategists.

Baird earned her bachelor of science degree in Nursing from the University of Wisconsin—Madison and a master’s degree in Health Services Administration from Cardinal Stritch University. To find out more about Baird Group services, contact us at (920) 563-4684 or info@baird-group.com.