Mgma Small Talk

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 baird-group.com/resources. You can also see her selection of books at bit.ly/2O6895L. 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 mor