An industry thought leader on the patient experience and culture, Baird helps healthcare organizations transform culture and shape the patient experience. She is the author of five books and over 200 article on patient experience, leadership, customer service and organizational change. Prior to becoming CEO of the Baird Group, she was the VP of Business Development and Marketing for Watertown Regional Health Service for 8 years. Baird began her career as a registered nurse and brings a multi-faceted perspective to her work. Baird has created a unique medical mystery shopping methodology that helps her healthcare clients to take an honest look at the patient experience in both inpatient and outpatient settings.
The Baird Model for improving the patient experience focuses on creating a culture of service excellence. Through leadership development and front line skill development, Baird helps healthcare organizations to achieve their patient experience goals.