Building Patient Loyalty Through Split-Second Kindness: A Conversation with Susan Baker
Episode 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
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