Building Patient Loyalty Through Split-Second Kindness: A Conversation with Susan Baker
Update: 2025-10-29
Description
In this episode join healthcare executive and patient experience expert Susan Baker as she uncovers actionable strategies to increase patient loyalty and recommendations. From mastering respect-driven behaviors to leveraging social media testimonials, Susan shares insights that can transform your patient experience and drive revenue growth.
Discover how to:
- Define and demonstrate respect in every interaction.
- Empower patients by offering choices, not commands.
- Build trust by acknowledging preferences — even when compromises are needed.
- Nail the basics: introductions, empathy, wait-time acknowledgment, and clear communication.
Plus, learn how to strategically request feedback, optimize HCAHPS scores, and turn social media reviews into powerful marketing tools. Whether you're a physician leader or healthcare administrator, this episode is packed with practical tips to elevate your patient care approach.
Connect: Visit https://susanbaker.com/ to connect with Susan Baker
Learn more about the American Association for Physician Leadership at www.physicianleaders.org
Discover how to:
- Define and demonstrate respect in every interaction.
- Empower patients by offering choices, not commands.
- Build trust by acknowledging preferences — even when compromises are needed.
- Nail the basics: introductions, empathy, wait-time acknowledgment, and clear communication.
Plus, learn how to strategically request feedback, optimize HCAHPS scores, and turn social media reviews into powerful marketing tools. Whether you're a physician leader or healthcare administrator, this episode is packed with practical tips to elevate your patient care approach.
Connect: Visit https://susanbaker.com/ to connect with Susan Baker
Learn more about the American Association for Physician Leadership at www.physicianleaders.org
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