Reimagining Customer Service in Healthcare: Boost Loyalty, Profits, and Outcomes (Paperback)
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This book helps you transform patients, clients, and family caregivers from hateful to grateful.
Do you look forward to your next hospitalization or medical procedure? If not, you are far from alone! Very few people enjoy needing a doctor, physical therapist, or other healthcare provider. Even fewer look forward to needing a hospital, assisted living, home health, or hospice services for themselves or their loved ones.
Dread of interacting with the healthcare system has skyrocketed because of the pandemic. Distrust in public health officials and agencies is at an all-time high. Patients have died alone in the hospital because of ongoing COVID-19 policies. Some outpatient health and mental health providers still refuse to see patients in person. Prior to March 2020, patients dreaded the thought of needing healthcare services. Now, several years after waiting for things to get better, they hate the thought of needing these services even more.
Reimagining Customer Service in Healthcare helps leaders and clinicians transform their organizations with simple, creative strategies. The results? Previously reluctant, uneasy, and resistant patients, clients, and family caregivers become less stressed and more trusting.
About the Author
Jennifer L. FitzPatrick, MSW, CSP is the founder of Jenerations Health Education, Inc., the author of Cruising through Caregiving: Reducing the Stress of Caring for Your Loved One, and an instructor at Johns Hopkins University’s Certificate on Aging program. A former psychotherapist, she serves on the Care Advisory Board for Seth Rogen and Lauren Miller Rogen’s nonprofit, Hilarity for Charity (HFC). A frequent media contributor, FitzPatrick’s advice has been featured in The Wall Street Journal, The Washington Post, Chicago Tribune, Forbes, Fast Company, and on ABC, CBS, Fox News, HLN, and Sirius XM. Hailing originally from Philadelphia, she will challenge anyone to a parallel parking contest.
“Healthcare professionals have received substantial training to develop their medical skills, but most of the training is for specific tasks, procedures, and policies. Having empathy and communicating with patients experiencing various mental, physical, and even social feelings, emotions, and emergencies is not normally studied in depth, nor practiced in trainings. Thank you, Jennifer FitzPatrick for bringing attention to this shortcoming in healthcare and for providing practical examples and strategies for improving those experiences. The examples provided were very relatable and presented in a manner to make me think of my own experiences and interactions. The presentation style of the information provided insight into potentially traumatic experiences while inserting enough humor to keep it from being overwhelming. If you are interested in learning insights on how you may be able to improve your healthcare services in getting to know your clients better leading to better care and compliance by clients, then I recommend you read Reimagining Customer Service in Healthcare.”
— Judy Hackler, Executive Director, Virginia Assisted Living Association
“I am enjoying the read, disappointed every time I have to set it down, and can’t wait to return to it each day! I really want everyone on our staff to read your book!”
— Holly Ricci, DC, Co-Founder, Annapolis Family Chiropractic
“Ms. FitzPatrick’s book provides sound practical advice for improving the healthcare experience for both providers and patients. Her book is especially relevant during this time of unprecedented stress for professionals and consumers. Through anecdotes and thoughtful insights, her advice is achievable and will result in a better health care experience for all.”
— Maribeth Bersani, Gerontologist and Former Chief Operating Officer, Argentum
“FitzPatrick illustrates the decline of the doctor-patient relationship since 2020 with moving personal narratives—patients and family members treated callously by those who promised to place beneficence, the well-being of the patient, first. Instead, medical professionals chose to follow unscientific government mandates and act from their own fear-driven biases, violating the very foundations of ethical medical practice. These wounds will not heal quickly. Acknowledging the damage done, however, must be the first step in repairing it. Are physicians and their staff up to the task?”
— Mark McDonald, MD, Author of United States of Fear: How America Fell Victim to a Mass Delusional Psychosis and Freedom From Fear: A 12 Step Guide to Personal and National Recovery
“Jennifer FitzPatrick’s second book is not so much an owner’s manual for customer service as much as a thoughtfully structured narrative on how healthcare leaders can ‘do it better.’ The book is an engaging read due to the illustrative examples and pop culture references to drive home the key concepts and includes timely content on the impact of the COVID-19 pandemic on everything from provider and patient experiences to Zoom fatigue. The inclusion of interviews of key leaders in the field and their best practices are valuable mirrors to our own mindsets and operating principles. This, and the inclusion of useful tools (e.g., the professional boundaries scale) make this a valuable resource for any healthcare leader—novices and experts alike.”
— Miguel Paniagua, MD, Adjunct Professor of Medicine, The Perelman School of Medicine, The University of Pennsylvania and Vice President of Medical Education, The American College of Physicians
“Jennifer understands the workforce crisis that is affecting residents and caregivers. The emphasis on ‘Creating a Contagious Camaraderie Culture’ supports the importance of treating employees with kindness, compassion, and empathy. This culture for any business will revitalize the team so they can embrace the demands of each day and make the resident/family experience better.”
— Margie Zelenak, Executive Director, Pennsylvania Assisted Living Association (PALA)
“Reimagining Customer Service in Healthcare is replete with personal stories which made it an easy read and easy to relate to. Jennifer FitzPatrick provides many practical examples, some of which are quite simple, to enhance customer satisfaction. If everyone read and applied the book’s recommendations, the world of senior living Residents, their families, and Associates would be brighter.”
— Don Feltman, President and CEO, Artis Senior Living
“Reimagining Customer Service in Healthcare engages in a timely conversation on the need for healthcare professionals and health systems to improve their customer service and begin to monitor the customer experience. This book provides easy to implement concepts and ideas that can make an immediate impact.”
— Michelle D. Zinnert, CAE, Chief Executive Officer, American Urogynecologic Society
“In Reimagining Customer Service in Healthcare, Jennifer puts her talents on display. Through the poignant anecdotes she shares about the past experiences that people bring with them to the healthcare encounter, particularly after damaging COVID-19 restrictions, it’s easy to tell that she is both extremely discerning and laudably non-judgmental. She has a gift for empathizing with the diverse perspectives of others, and she uses that gift to effectively communicate how healthcare leaders can definitively improve the patient experience.”
— Dr. Joseph Ladapo, Author of Transcend Fear: A Blueprint for Mindful Leadership in Public Health, Professor, University of Florida College of Medicine, and Surgeon General of Florida
“As a family caregiver of my mom who had Alzheimer’s disease, navigating the healthcare system was stressful. This book is a must-read for healthcare professionals who want to make seeking healthcare services easier for patients and their caregivers.”
— Lauren Miller Rogen, Filmmaker and Co-Founder, HFC (formerly Hilarity for Charity)