Kristin Baird is a nationally recognized thought leader in the patient experience and service excellence. With over 35 years experience as a nurse and hospital executive she is now a full time consultant, author and speaker. As President and CEO of Baird Group, her team helps transform culture and shape the patient experience through culture assessment,medical mystery shopping, leadership development, employee engagement and customer service skill development. The Baird Model helps improve HCAHPS and CG-CAHPS up to 80%. She has authored five books and over 200 articles on healthcare leadership, culture and patient experience. In 2009, she was appointed by the Secretary of Health to ser...
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