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.

“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)

“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

“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

“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

“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)

“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

“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

“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

“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

“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

“Patients and clients in healthcare are not just comparing you to other hospitals or doctors’ offices. They are comparing you to every other service experience they’ve had, and this is a tough expectation for healthcare leaders to meet. Reimagining Customer Service in Healthcare is your guide to exceeding those expectations while creating Moments of Magic® for stressed out healthcare patients and clients.” —Shep Hyken, CSP, CPAE, New York Times Bestselling Author of I’ll Be Back, Chief Amazement Officer, Shepard Presentations

“This book is full of practical advice for engaging patients where they are in their healthcare journey. Mental health is such an important issue but not often provided the attention that it requires for high quality care. The book presents mental health management in an easy to understand format for all provider types.” —Jennifer Kennedy, EdD, Vice President, Quality and Standards, Community Health Accreditation Partner (CHAP) and Adjunct Faculty, Health Care Management, Interprofessional Health and Aging Studies, University of Indianapolis

“This book is a worthy and relaxing read. At a time in the world when kindness and customer service matter, this read offers a variety of concepts capable of replication and implementation!” —MaryEllen Hope Kosturko, DNP, MAHSM, R.N., CENP, Senior Vice President/Chief Nursing Officer, Yale New Haven Health/Bridgeport Hospital, CT

“Jennifer’s book for healthcare leaders is a great reminder for how we as healthcare professionals need to respond to our clients. As a pharmacist, it’s easy to get caught up in trying to multi-task and get the job done in an efficient manner. But her book reminded me that whatever healthcare situation the client or patient is in, they are probably not there by choice, so I need to slow down and communicate to them like I would want to be communicated with.” —Lee Allison Boris, RPh, Licensed Consultant Pharmacist, Express Care Pharmacy

“Jennifer uses real-life scenarios to relay her message in a way that is easy to understand, whether readers are seasoned healthcare professionals or laypeople. This book does not have to be read from cover to cover, but is a valuable guide that can be opened to any chapter in order to glean valuable information and strategies on best practices necessary to become true leaders in customer service.” —Jenni Williams, Director of Professional Development and Communications, National Association of Social Workers-MD Chapter

“Reimagining Customer Service in Healthcare is a rare glimpse into the feelings of those seeking our support: family caregivers—people who are tired, stressed, frustrated, desperate for help. To be able to put ourselves in their shoes, and to keep this perspective as we provide care and services, allows us to be mindful of how kind, patient, and professional we must be to help meet their needs as we meet the needs of their loved ones. This is the greatest gift we could provide.”

—Cole Smith, MA, Corporate Director of Dementia Services, Brightview Senior Living

“What matters as much as great care? Great service does and Jennnifer FitzPatrick has put together an arsenal of good material in an easy-to-read format. Successful healthcare leaders understand the need to focus on superior patient experience.” —Laurie Guest, CSP, CPAE, Guest Enterprises, Inc.

“Jennifer FitzPatrick presents simple marketing concepts for today practitioners; a ‘must-read’ for healthcare professionals seeking professional insights for messaging their services now and into the future.” —Jamey Boudreaux, MSW, M Div, Executive Director, Louisiana-Mississippi Hospice & Palliative Care Organization (LMHPCO)

“A thriving healthcare organization aligns its leaders’ mindset with its organization’s culture and values. Jennifer provides practical steps to maximize the patient experience and applies them to multiple healthcare sectors. Her insight is spot on and packaged for success. This book is a must-read for healthcare leaders committed to driving care excellence, employee engagement, and customer satisfaction.” —Jerald Cosey, Operational Leadership Development Director, American Senior Communities

“‘How does one make everyone happy?’ That’s what went through my mind when I first began a management role that required thoughtful leadership. I quickly learned, while I cannot satisfy everyone, I can, very artfully, make sure that everyone feels valued and heard. The approach to customer service within the healthcare realm is multifaceted because your audience is vast and includes team members, patients/residents, families, state surveyors, vendors, etc. Jennifer’s book does an exemplary job of explaining how one can level up their customer service skills. It’s an easy and engaging read for all.” —Shilpa Patel, Regional Director of Operations, Merrill Gardens

“Reimagining Customer Service in Healthcare is a love letter to the ideals and actions that truly deliver outstanding patient care experiences. Add this book to your shelf. It dives into the compassion and attention to detail it takes to achieve service excellence in all care environments.” —Joe Mull, M.Ed, CSP, Author, Cure for the Common Leader: What Physicians & Managers Must Do to Engage & Inspire Healthcare Teams

“Clients enter the healthcare system with a variety of presenting issues and diverse personal backgrounds, further complicated by a global pandemic. Using engaging vignettes and real life examples while capitalizing on her background in psychotherapy, FitzPatrick clearly illustrates best practices for customer service across healthcare industries as well as places where organizations and individuals may fall short. With her approachable writing style, she lays out a roadmap to guide healthcare leaders as they create a positive environment where employees feel valued and clients leave their interactions feeling grateful, not hateful. I highly recommend that anyone in a leadership position or with aspirations of leadership in healthcare read this book. It quickly reminds us why we pursue careers in health, and the difference we can make with both small gestures and larger systemic changes.” —Kelly Fiala, PhD, Dean, College of Health and Human Services, Salisbury University

“This is the best healthcare related book I’ve ever read. Filled with practical and proven strategies, this book is a must-read for healthcare providers seeking a competitive edge. Reimagining Customer Service in Healthcare is a thoroughly engaging and compelling read, filled with relatable real-life examples that hit home on both a professional and personal level. FitzPatrick expertly illustrates how understanding and applying the customers’ point of view is a win-win, resulting in optimal outcomes for all stakeholders.” —Rebecca Goetz, MSM, Vice President, Montcordia

“Reimagining Customer Service in Healthcare is a how-to book on providing great customer service. Through real life examples, Jennifer illustrates simple tips that can change a customer from ‘hateful’ to ‘grateful.’ Her focus on building and living a strong culture, the importance of hiring and maintaining a workforce that believes in the culture, and understanding who and where your customers are in their unique journey, provides a roadmap to improved customer service. This is an easy read that will leave you eager to develop a ‘Contagious Camaraderie Culture.’” —Nicole Bartecki, Vice President of Sales and Marketing, Anthem Memory Care