Susan is a healthcare professional speaker and expert on service quality, risk management, patient satisfaction and patient relations. She speaks to more than 100 groups per year, and consistently receives high marks for her energetic delivery, practical advice and professionalism.
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Managing Patient Expectations
By Susan Keane Baker
"A guide worthy of your purchase. Prepare to wear it out. Prepare to want it at your right hand, not just on your shelf. Prepare to be a better-informed and more successful professional."
I'm Sorry to Hear That...: Real Life Responses to Patients' 101 Most Common Complaints about Health Care
By Susan Keane Baker and Leslie Bank
"Real Life Responses to Patients' 101 Most Common Complaints About Health Care provides you with: More than 300 responses you can choose from when patients complain about billing, service quality, their environment, your colleagues and communication. "