Kristin Baird | Consultant, Author, Speaker & Nurse. Patient Experience & Culture Improvement Expert

Kristin Baird is relentless in her passion for service excellence in healthcare. As a thought leader in the patient experience, Baird is a frequently sought after speaker and consultant. Her thought-provoking keynotes and workshops connect the dots between culture, leadership, employee engagement and the patient experience. The founder and president of Baird Group, Baird leads a team of experts in transforming culture and shaping the patient experience. With over four decades of experience, Baird speaks the language of the clinician, strategist, marketer and administrator. She earned a Bachelors of Science in nursing from the University of Wisconsin, Madison and a Masters of Science in Health Services Administration from Cardinal Stritch College in Milwaukee, Wisconsin. Baird is the author of Raising the Bar on Service Excellence, Customer Service in Health Care: A Grassroots Approach to Creating a Culture of Service Excellence and Reclaiming the Passion: Stories That Celebrate the Essence of Nursing. Kristin Baird has worked with hundreds of health care clients including hospitals, health systems, medical practices and long term care facilities to improve the customer experience. Baird Group is a results-oriented consulting group specializing in culture and patient experience improvement for health care organizations. Since 1991, Baird Consulting has provided health care clients with targeted solutions for culture, engagement and patient experience. Keynotes: Culture Eats Strategy for Breakfast - Healthcare Leaders' Guide to Aligning Strategy with Patient Experience Peter Drucker coined this phrase decades ago, but his words still ring true today. You can have the brightest minds in healthcare create flawless strategic plans, but nothing brings those plans to a screeching halt faster than a culture that isn’t aligned to support strategy at all levels. In this thought-provoking keynote, Baird identifies the most common culture pitfalls preventing progress. She seamlessly connects culture to employee engagement, patient experience and leadership practices. Baird challenges participants to become the “Keepers of the Culture” by embracing six leadership practices. This session is a powerful, thought-provoking keynote or modified to a tactical, half-day interactive workshop. • Reclaiming Your Personal Passion for Nursing - The dynamic, inspiring and humorous Kristin Baird helps nurses to reconnect to their personal passion for nursing. Using stories and writing cues, Baird challenges nurses to rejuvenate themselves to rekindle their passion and form a stronger connection to purpose. Based on her book, Reclaiming the Passion - Stories that Celebrate the Essence of Nursing, this seminar is a hit for hospitals and nursing organizations Quality Through the Eyes of the Beholder: Turning Moments of Truth into Trust - Baird takes her audiences out of the traditional definitions of quality and helps them to see quality through the eyes of their patients. Using storytelling skillfully combined with data, Baird demonstrates the link between service and a healthy bottom line. She shares real-life experiences from medical mystery shoppers to demonstrate what patients really think about their healthcare encounters. Her background in nursing, public relations and health care administration provide pragmatic yet motivational examples for improving service. Baird encourages her audiences to embrace customer service at all levels of their organizations. Coaching for Engagement and Improved Performance Engagement is crucial to a culture of service excellence and accountability. The Coaching for Engagement and Improved Performance Workshop will build participants’ ability to identify key engagement behaviors and coach appropriately to keep all employees fully engaged and contributing to the organization’s success. This engaging, hands‐on workshop provides participants with a number of proven tools and strategies targeted at building the skills and capabilities required to engage and retain healthcare employees. ** for full information on Kristin's keynotes, client options and service range click to her website **

Kristin Baird addresses healthcare leaders - Culture Eats Strategy for Breakfast


426 McMillen St.
Suite 2
Fort Atkinson, Wisconsin 53538
United States

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  • Keynotes
  • Workshops
  • Breakouts
  • Consulting
  • International
  • Virtual Keynotes


3 Reviews
Carla Mercer VP Planning and Marketing
Kristin is an expert in Service Excellence ...

Kristin is an expert in Service Excellence and all aspects surrounding it -- from mystery shopping, to rounding, to coaching...the list goes on and on. We were thrilled to work with her and would NEVER hesitate to work with her again, and again, and again!

July 2019

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Carol Koenecke-Grant Vice President Strategy and Marketing at Regional Medical Center
Highly recommend!

I have worked with Kris on two separate occasions and would hire her again without hesitation. Kris is a consummate professional who had to deal with some very difficult situations, yet delivered an exceptional product. I highly recommend Kris -she will get the job done.

July 2019

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Tammie Heintzman
Kristin has amazing organizational skills ...

Kristin has amazing organizational skills with personalized focus on details. No category completely sums up her role as role model for nursing. She highlighted my nursing and musical values and captured yet another audience with needs!

July 2019

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