Kristin Baird, RN, BSN, MHA claimed her place as a patient experience thought leader with the release of her book, Customer Service in Healthcare- a Grassroots Approach to Creating a Culture of Excellence in 2000. Since then she has been a sought-after speaker, consultant and coach helping countless healthcare organizations to transform culture and shape the patient experience.  Baird is a prolific writer and blogger and has written five books and over 250 articles on patient experience, leadership, coaching and healthcare culture. Books include:

• Raising the Bar on Service Excellence – The Healthcare Leader’s Guide to Putting Passion into practice
• You Make the Call – Healthcare’s Mandate for Post Discharge Follow Up
• Reclaiming the Passion – Stories that Celebrate the Essence of Nursing
• Customer Service in Healthcare – A Grassroots Approach to Creating a Culture of Service Excellence

Whether presenting a keynote to thousands or a skill-building workshop for twelve, her presentations are thought- provoking and inspirational, yet extremely pragmatic. Having been in the trenches of healthcare for over thirty-five years as a nurse and hospital marketing executive, Baird speaks the language of someone who's "been there, done that." Her tips and takeaways are consistently lauded by audiences for their timely and practical implementation.
In addition to her work with healthcare leaders, nurses and physicians, Baird has authored several teaching modules for frontline staff. She is your go-to person for inspiring leader and employee engagement.

Featured Presentations

Keepers of the Culture – The Healthcare Leader’s Role in Creating an Engaged and Accountable team: This session gives leaders a six-pack of tools designed to improve leadership behaviors essential for a service-driven culture.
Quality Through the Eye of the Beholder – Consumerism is driving healthcare today. Every moment of truth is an opportunity for the organization to increase or decrease patient trust. In this thought-provoking and humorous session, Baird shares stories from the frontlines that are shaping patient opinion and ultimately your organization’s reputation.
Coaching for Engagement and Improved Performance – This four hour workshop is designed to help leaders identify the impact of employee engagement and refine their coaching skills.  
Reclaim Your Passion for Nursing – High acuity, shorter stays and increasingly tight staffing place nurses under an extraordinary amount of stress. It’s easy for them to lose sight of why they chose nursing. This keynote is an inspirational, humorous and invigorating treat for nurses to remind them how they are making a difference. With tips for self-care and storytelling, Baird motivates nurses to reclaim their passion for this great profession..

Speaker Topics

  • Consumerism and Retail Health Care
  • Innovation and Change Management
  • Leadership
  • Organizational Culture
  • Patient Advocacy and Engagement
  • Quality and Patient Safety
  • Service Excellence

Speaker Type

  • Breakout Presenter
  • Group Facilitator
  • Keynote Presenter
  • Presentation Moderator
  • Webinar Presenter