Creating a consistently positive patient experience won't happen by chance. It happens by design. Baird Consulting has helped hundreds of health care organizations improve the patient experience and achieve service excellence. She and her team tailor their approach to the individual organization. Their comprehensive culture assessment and diagnosis will set the stage for a targeted service strategies and action plans that get results. Baird's leadership development and employee engagement tools are content-rich, yet practicalfundamental in creating a patient-centered culture.


Even if you already have a customer service program in place, the Baird team can help you to raise the bar for even better results. Our coaches can help breathe new life into your service team, provide timely onsite leadership development and train-the-trainer sessions.

The Baird Model for Service Excellence is based on principles introduced in Kristin Baird’s book, Customer Service in Healthcare, a Grassroots Approach to Creating a Culture of Service Excellence (2000 Jossey Bass, American Hospital Association Publishing). The Baird Model encompasses an assessment of organizational culture, service strategy plan and execution, and leadership development.

Culture Assessment:
Baird conducts a complete assessment designed to examine the organizational culture. This audit becomes the foundation for your service enhancement action plan and can include components such as:

•Mystery Shopping
•Review Quantitative Data
•Focus Groups with staff and managers
•In-Depth Interviews with key stakeholders.

Once we have obtained a clear picture of your current culture, we help you to forge ahead to the business of creating a culture of service excellence. This is accomplished through various interactive sessions with Baird moderators, coupled with hard work and dedication on the part of key organizational stakeholders, including:

*Standards for Service Excellence– To establish standards and incorporate them into performance appraisals and job descriptions
*Leadership Development – To support a culture of accountability and performance improvement
*Building Grassroots Teams – To lead change initiatives
*Coaching Managers – To create high performing teams