• Patient Experience Consulting

    We know that no two organizations are alike, so we've designed a comprehensive assessment that examines your organizational culture from numerous angles.

    Learn More
  • Medical Mystery Shopping

    We do a deep dive in patient experience data, showing you the motivation behind satisfaction scores.

    Learn More
  • Healthcare Speaker and Training

    Every one of our workshops is packed with tools you can use now to transform culture and shape the patient experience.

    Learn More

What You Don't Know is Hurting You: How mystery shopping reveals the underbelly of the patient experience

In this thought-provoking, information-packed webinar, patient experience expert, Kristin Baird, will describe how mystery shopping helps to close gaps between the brand promise and the actual patient experience.

Through case examples, Baird will describe how various mystery shopping methods can be used to diagnose service issues that hinder patient loyalty and create inconsistencies in the brand experience. She’ll spotlight the wide variety of issues that can be identified through mystery shopping, ranging from access to service and environmental issues, and the value of shopping competitors.

View the Webinar 

Baird Group

Want to create a positive, trust-building patient experience? Are you struggling to improve patient satisfaction scores, including HCAHPS? With more than thirty years in healthcare, we understand your struggles and can help you get at the core of your customer service challenges.

Founded by registered nurse Kristin Baird, a leader in healthcare service excellence, the Baird Group seeks to help transform your culture and shape the patient experience. We work to improve your healthcare organization’s patient experiences from start to finish, providing a culture assessmentmystery shopping, and critical recommendations and next steps to help you bridge the gap between what you say you are as an organization and what your patients really see.

Download our brochure


Baird Group Named Among the Best Entrepreneurial Companies in America

The Baird Group was rated among the top 1% of entrepreneurial companies for seeing a need and addressing it. The recognition cites the difference we make in the world. 



Baird Group Earns Certification

The Baird Group has been certified by the NWBOC as a business owned and controlled by a woman for having national clientele and creating new jobs despite the recession.



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