Susan Keane Baker

Speaking of Exceptional Patient Care

Telephone Rapport for Better Patient Experiences

Purchase Here

What changes or improvements can you make that will have an immediate positive impact on patient care and patient experience?

Telephone Rapport is a micro-learning course. Lessons are integrated into calls on a daily basis, one lesson per day.

The lessons can be delivered according to the schedule that works best for you and your team.

Each lesson can be absorbed in less than a minute, or your team members can choose to review the supporting information which explains why the behavior of the day is so important for patients and your organization.

This course focuses on the relationship-building aspect of telephone skills.

•  How to reduce the length of calls while still making patients feel important.
•  How to end telephone calls graciously.
•  Other skills for when you have too little time or too many callers.

Telephone Skills Training Just Got a Whole Lot Easier

Click here to learn more

Webinars

As a keynote speaker and retreat leader, I bring 17+ years experience as a hospital vice president and published  author, plus a mega-dose of practical ideas to implement.  Momentum is easier when you take your next steps quickly.

“I liked the way you engaged with the audience, used humor and the different methods you presented.  Learned great ideas to use in both my professional and personal life.”

Annemarie Mariani, CHAM
Network Director of Patient Access
St. Luke’s University Health Network
Bethlehem, Pennsylvania

“Interactive, realistic, meaningful. Excellent job! Thank you for breathing new life into why I do what I do.”

Lorelle Wuerz
Patient Care Director, Surgical ICU NewYork-Presbyterian/Weill Cornell

“Excellent presentation skills, visuals, connection with audience and modeling what you taught. Exceeded my expectations. One of the best presentations ever!”

Mary Diles
Assistant Director
System Nursing Development
Baptist Health, Little Rock

Here’s what I’m currently offering:

I hope this sparks your interest and makes you think: “This is what our organization needs right now.”

For more information about providing a webinar for your staff, please click here

You can call me at 203-966-4880 or email susan@susanbaker.com to discuss your upcoming event.

Frequently Asked Questions About Webinars

How long are your presentations?


Most of my clients choose 45 minutes of content and 15 minutes for questions and answers.   Shorter or longer presentations are easily arranged.

Why should we choose you?


I hold the designation of Certified Speaking Professional (CSP) from the National Speakers Association. This is the highest earned designation of the speaking profession. I have a solid track record of delivering outstanding presentations that provide practical content in an interesting and memorable way.

How does the webinar process work?

I can provide the webinar technology using the Zoom platform.  If your organization or association has an established webinar platform, we can use that as well.

How much do you charge?

The charge for a webinar is $1000.  Customized webinars that incorporate your mission, values and best practices from your organization and website are $1500.

Will we receive a recording of the webinar after the event?

Yes, absolutely!  In fact, the “Managing Patient Expectations” recording could be an excellent tool for your new employee orientation.

Do you provide learning materials or handouts?

Yes, a learning guide is prepared to best meet the needs of your group.

What is the next step to have you present a webinar for our organization?

Call 203-966-4880 or email susan@susanbaker.com to select a date. To finalize an agreement, two things are needed:

  • A signed program agreement.
  • A 50% deposit to confirm the date.

Additional questions?

Please call me at 203.966.4880 or send an email to susan@susanbaker.com.

 

About Susan Keane Baker, MHA

I work with healthcare organizations that want to be known for exceptional patient care and with people who want happier patients. I am the author of five books, the first being Managing Patient Expectations. A former hospital vice president, I attained the designation of Fellow of the American College of Healthcare Executives and Fellow of the American Society for Healthcare Risk Management.

From 2008-2011, I served as a member of the Board of Examiners for the Malcolm Baldrige National Quality Award. I am a Commissioner on the Connecticut State Commission on Medicolegal Investigations. I teach at Quinnipiac University.

Connect with me on LinkedIn

Favorite writing tool: Scrivener

Best speaking tip: One person, one thought. Maintain eye contact with one person until you finish a thought. Repeat.

Motto: If you’re going to do something anyway, you may as well be nice about it.

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