Leading Organizations That Matter: Episode 75 Summary
Guest: Susan Keen Baker
Release Date: July 8, 2025
Introduction to Susan Keen Baker
In Episode 75 of Leading Organizations That Matter, host Ray Spadoni welcomes Susan Keen Baker, a seasoned healthcare leader and author, to discuss enhancing patient experiences through kindness and effective leadership. Susan brings a wealth of experience, including former roles as a hospital Vice President and Fellow of both the American Society for Healthcare Risk Management and the American College of Healthcare Executives.
The Power of Kindness in Healthcare
Susan opens the conversation by sharing a personal anecdote that underscores the lasting impact of early lessons in kindness. She emphasizes that "we never want to be too busy to do the right thing" (02:47), highlighting the crucial role kindness plays in patient happiness. Her book, Split Second Kindness: Making a Difference When Time Is Limited, compiles simple, actionable techniques that healthcare professionals can implement even in the busiest moments.
The Madupe Fable: A Lesson in Prioritizing Care
Susan recounts the story of Madupe, a healer whose timely act of setting his house on fire to signal impending disaster exemplifies the importance of not being too busy to take meaningful action (07:05). This fable serves as a metaphor for healthcare professionals to prioritize patient well-being over perpetual busyness.
Practical Techniques for Demonstrating Kindness
Susan provides tangible examples of how healthcare workers can show kindness, even with limited time. For instance, if a patient misses a practitioner’s name, simply displaying the badge allows the patient to see and read the name, fostering a sense of comfort and connection in just 10 seconds (08:06). Such small gestures can significantly enhance patient satisfaction and streamline interactions.
Recognition: Tailoring Appreciation to Individuals
The discussion shifts to the importance of authentic and personalized recognition. Susan explains that recognition is most impactful when it aligns with individual preferences. She describes a method where team members rank their preferred forms of recognition, ensuring that appreciation is meaningful and memorable (12:47). This approach helps leaders effectively motivate and retain their staff by acknowledging their unique contributions.
Leadership’s Role in Setting the Example
Susan highlights key traits of exceptional leaders, such as willingness to help, setting a positive example, and focusing on positive stories. She shares inspiring examples of leaders like Dan Hett and Bill Degman, who actively engage with their teams and prioritize patient experience through their actions (16:04). These leaders demonstrate that being present and involved can profoundly influence organizational culture and patient happiness.
Accountability in Leadership
Addressing the critical aspect of accountability, Susan offers strategies for leaders to hold themselves and their teams accountable positively. She advocates for clear standards, regular feedback surveys, and constructive performance evaluations that emphasize growth and improvement (21:43). These practices help maintain high performance and foster a culture of continuous development.
Trends and Challenges in Healthcare
Susan discusses current trends impacting patient experience, including amplified emotions, increased stress levels, and the ongoing effects of the pandemic. She notes that while technology has improved certain aspects of care, it has also introduced new challenges. Emphasizing the importance of empathy, Susan underscores the need for healthcare professionals to manage stress and maintain positive interactions despite external pressures (31:39).
Future Endeavors and Closing Thoughts
Looking ahead, Susan is working on her next book, Split Second Choices: Staying Calm, Kind, and in Control When Patients Push Your Limits. She invites listeners to contribute ideas for the book's cover design and offers advanced copies for review. Susan also shares her "caring minute" initiative, a weekly focus on enhancing patient and team member experiences through single, actionable ideas (34:42).
Final Inspirational Quote
Susan leaves listeners with a heartfelt quote by Leo Biscaglia:
"Do you know the wonder of walking into a room and having people happy because you are there? That's the greatest thing." (37:59)
She underscores that healthcare professionals have the unique privilege of bringing joy to numerous individuals, highlighting the profound impact of their presence and kindness.
Connect with Susan Keen Baker
- Website: susanbaker.com
About Ray Spadoni
Ray Spadoni is dedicated to empowering mission-driven organizations through coaching, mentoring, and consulting. Learn more at rayspadoni.com.
For more insights on leadership and patient experience, subscribe to Leading Organizations That Matter on your preferred podcast platform.