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Insights: Solving the patient experience mystery with the power of the first call

Podcast - January 28, 2020

In this episode of the MGMA Insights podcast, we’re joined by Kristin Baird, President and CEO of the Baird Group. Baird is a consultant, author and speaker who specializes in patient experience, healthcare culture change and medical mystery shopping, among other areas.  

You can browse Baird’s extensive library of tools, articles, videos, blogs and white papers at You can also click here to see her selection of books. 

Don’t quite have time to listen to the entire episode? No worries. We’ve compiled an assortment of highlights from Baird’s interview for your convenience: 
  • (8:31) “I've always believed that healthcare is the ultimate human service. It comes down to one human being caring for another. And I found that in those care relationships, there's a sacred trust at play, and that sacred trust can never be taken for granted.”
  • (14:57) “We're in the age of consumerism. Our patients are more savvy than ever before. They're consumers who are more involved and question more than ever before. That, I think, has been the biggest impediment is that we haven't kept up well with an age of consumerism.”
  • (18:13) “I'm yet to see a disclaimer on the mission, vision values saying, um except for when we're busy. Except for Mondays, you know. Except for when Marjorie is working. You know, there's no disclaimer, so when you put it out there, people should expect it.”
  • (37:50) “When you look at patient satisfaction data, that is people talking about their experience when they've been a patient with you. Nobody's been measuring the ones that got away. So, unless you're not concerned with building value or building your business, phone calls are really important.”
  • (39:24) “I always talk about the open and close. The greeting and closure are like two bookends for housing that entire phone encounter. So often, people will focus on the greeting but not on the closure, and that's your lasting last impression. … It’s amazing that when you really analyze that phone experience, there are so many elements of it that you might think are insignificant, but they're not.”

Here are some links and reference related to this week’s show: 
If you like the show, please rate and review it wherever you get your podcasts. Subscribe on Apple PodcastsGoogle PlaySpotifyStitcher or countless other platforms to make sure you never miss an episode. 

We love hearing from listeners about the show. If you have topics you’d like us to cover or experts you’d like us to interview, email us at or reach out to MGMA Sr. Editor and podcast host Daniel Williams on Twitter at @MGMADaniel

MGMA Insights is presented by Decklan McGee, Rob Ketcham and Daniel Williams.


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