Building Patient Loyalty Through Split-Second Kindness: A Conversation with Susan Baker

In this episode join healthcare executive and patient experience expert Susan Baker as she uncovers actionable strategies to increase patient loyalty and recommendations. From mastering respect-driven behaviors to leveraging social media testimonials, Susan shares insights that can transform your patient experience and drive revenue growth. Discover how to: - Define and demonstrate respect in every interaction. - Empower patients by offering choices, not commands. - Build trust by acknowledging preferences — even when compromises are needed. - Nail the basics: introductions, empathy, wait-time acknowledgment, and clear communication. Plus, learn how to strategically request feedback, optimize HCAHPS scores, and turn social media reviews into powerful marketing tools. Whether you're a physician leader or healthcare administrator, this episode is packed with practical tips to elevate your patient care approach. Connect: Visit https://susanbaker.com/ to connect with Susan Baker Learn more about the American Association for Physician Leadership at www.physicianleaders.org