Raising the Bar spotlights five common denominators found in the most service-centered health care organizations. The stories and case examples in the book demonstrate these five essentials in action. Organizations that set clear priorities, hire right and develop their people, establish effective processes and help individuals to develop a strong sense of purpose rise to the top. When these essentials are firmly in place, then catalyzed with passionate leadership, the results are palpable.

Each chapter contains exercises to help the reader reflect on their current environment and make plans for improvement.

This popular book was written for nurses, by a nurse and captures the true essence of the profession. In addition to sharing heart-warming and humorous stories, the book offers writing cues to help the reader to reflect and journal for self discovery.

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This journal was written as a companion piece to the book, Reclaiming the Passion. The journal offers numerous writing cues to help the nurse reader to reflect on key moments and milestones encountered in nursing.

Used in the classroom as well as individually and for organizational storytelling, this journal is a wonderful tool to help nurses get in touch with their inner feelings


Enclosed in each journal is a 59 minute music CD. The meditative and relaxing piano music was composed and performed by a nurse and pianist, Tammie Heintzman.

This gift set includes Reclaiming the Passion, Journaling to Reclaim the Passion and the piano music CD. The complete set makes a memorable gift for that special nurse.


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Customer Service in Health Care concentrates on action as opposed to theory. It offers a practical, step-by-step process for creating a culture shift toward customer service excellence at all levels of an organization, and presents the essentials to improving performance that will bring the individuals closer to the mission, values and standards.

Learn how to implement practical applications of leadership principles that will raise the bar.

As healthcare leaders in a struggling economy, it is time we face the fact that consumers don’t want our services. When people get sick or injured, they view treatment as frightening, overwhelming and an intrusion on their daily lives. Money and health are valuable commodities that drive consumers to focus on the only decision left to them – which provider to choose. Advertising may position our organization as “top-of-mind” with consumers, but consumers still turn to word of mouth as a key driver in provider selection. With quality and pricing seemingly standard in the eyes of the consumer, customer service becomes the true differentiator that will influence todays reluctant and yet savvy buyer.

Join us for this action-packed, thought-provoking leadership series. During the five 90-minute Web seminars, participants will take a step by step approach for raising the bar on service excellence. Delivered in conjunction with the recently released Raising the Bar on Service Excellence: The Healthcare Leader’s Guide to Putting Passion into Practice, author Kristin Baird provides a pragmatic approach for putting key leadership principles into practice. With a combination of lecture, interviews with industry experts, roundtable discussion and practical interactive coursework, this series provides the tools you need to raise the bar with measurable results. It is recommended for CEOs, COOs, CNOs, department managers, healthcare marketing executives, planning and business development managers and clinicians.