Practical. Timely. Pertinent. These are just a few of the words that our customers use to describe the resources we've created for health care leaders and front line staff alike.

Your world is fast-paced and changing rapidly. We know it's difficult to maintain focus on your number one priority: meeting patient needs. That's why we've made it easy for you to access tips and tools that will help you transform culture and shape the patient experience. Our feature articles and blog posts are read and shared with health care employees all over the world.

Our Monthly eNewsletter

Practical advice you can use, share and even re-print.

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The Patient Experience Post is our free monthly eNewsletter that has gained thousands of readers over the years. Why? Because it offers good advice and practical ideas that you can use now.

We've got an entire library of articles on hand for you to read, share and even reprint* for free. Why? Because our mission is to help you to achieve your mission. You exist to provide high-quality, memorable and trust-building patient experiences. We support you with tools you can use now. Some topics include:

Recent Articles

Our Blog

Ideas and opinions for health care leaders on transforming culture and shaping the patient experience.

We want to challenge the way you think about your culture. We know that health care encounters should elevate patient trust. Baird's blog will get you thinking about your culture and how it influences the patient experience. Subscribe to Kristin Baird's blog.

Recent Posts

Books, CDs, and Training Materials

Whether you're looking for a self-study or an in-service for your department, division, or the entire organization, we have the resources you need. From books to recorded webinars and 6-session training series, the Baird Group is committed to providing you with the tools you need in a variety of formats to fit your busy schedules and training preferences.

Don't see a session that meets your needs? We'll come on site for a customized session.

Contact us at (920) 563-4684 or (866) 686-7672

* We encourage you to share our information and insights broadly. All we ask is that you include the following:

© 2010 Kristin Baird - Nurse, author, consultant and speaker Kristin Baird, "Healthcare's Customer Service Guru," leads a group of health care innovators that help hospitals and medical practices to transform culture and shape the patient experience. The Baird Group offers culture assessment/diagnosis, mystery shopping, leadership development, employee engagement, targeted service strategies and customized training. You can reach Baird at 1-866-686-7672 or by emailing

The Baird Group understands the challenges facing healthcare organizations in today’s fast-paced, uncertain environment. We’ve been on the front line as healthcare practitioners and leaders ourselves, so we understand the need for timely, practical resources that will help you engage, motivate, and educate your team.

Healthcare leaders have a lot on their platesgrowing patient numbers, staffing shortages, declining reimbursement, the uncertainty of healthcare reformand that’s just the tip of the iceberg.

We Can Help

We’ve compiled a vast array of practical, real-world focused resources to help you achieve your service goals. We’ve made these resources readily accessible so you can get them when you need them, delivered online to your desktop or through the mail to your doorstep.

If you need help transforming your culture and shaping the patient experience, you’ve come to the right place.

To learn more about books, CDs, and training resources, or to place an order, visit our online store!

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