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Reimagining customer service in healthcare | Jennifer L. FitzPatrick, MSW, LCSW, CSP

What if you could really get inside the mindset of clients, patients, and family caregivers? And are you really aware of what it’s costing you if you don’t?

The good news is that Jennifer L. FitzPatrick, MSW, CSP did the research, including speaking to 30 CEOs of healthcare companies, hearing what works and what doesn’t. And in this episode of #ThoughtLeaderConversations, we get deep into those insights as shared in her latest book, Reimagining Customer Service in Healthcare: Boost Loyalty, Profits and Outcomes.

Along the way we talk about

  • How organizations are repelling patients and clients

  • Why nobody wants to engage with the healthcare, mental health, or senior living “system”

  • Why people dread needing a doctor, hospital, nursing home, or any other help from healthcare providers

  • The cause of burnout in healthcare professionals and what to do about it

  • The effect of The Great Resignation

  • How to prevent lawsuits and malpractice claims

  • When and how to consider exceptions to the rules

  • And more!

Series: Thought Leader Conversations

Sponsor: V2, LLC, expert virtual and hybrid event production,

Host: Roger Courville, CSP,


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