Susan Keane Baker
Susan Keane Baker is a good person to talk to about patient/physician interactions. She has 17 years experience as vice president at New York and Connecticut hospitals. She has also directed the quality initiatives program for a national PPO with 19 million members. Since starting her own company in 1994, Susan has spoken in 45 states. Susan is also the author of "Managing Patient Expectations: The Art of Finding & Keeping Loyal Patients" and co-author with Leslie Bank of "'I'm Sorry to Health That...' Real Life Responses to Patients' 101 Most Common Complaints about Health Care".