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Susan Keane Baker MHA, is the author of "Managing Patient Expectations: The Art of Finding & Keeping Loyal Patients." Her book has been ranked No. 3 on Amazon.com’s list of 100 top sellers in the general medicine category. With Leslie Bank, she is co-author of "I'm Sorry to Hear That..." Real Life Responses to Patients' 101 Most Common Complaints About Health Care. [+]