Author- Managing Patient Expectations: The Art of Finding & Keeping Loyal Patients and ”I’m Sorry to Hear That…” Real Life Responses to Patients 101 Most Common Complaints About Health Care.

Susan works with healthcare organizations that want practical, time-saving techniques for enhancing patient satisfaction. In 2008, she served as a member of the Board of Examiners for the Malcolm Baldrige National Quality Award.

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Areas of Expertise:
Communication Skills
Customer Service
Performance Improvement

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sbaker - Updated: August 6, 2009