Reimagining Customer Service in Healthcare: Boost Loyalty, Profits, and Outcomes

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.

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.