Happier Healthcare Customers= 

Increased Profits, Better Clinical Outcomes And Fewer Complaints


Jennifer L. FitzPatrick

Certified Speaking Professional, MSW, CSP

Do You Serve Stressed Out Healthcare Customers?



Whether you call them patients, clients, residents, family caregivers or referral sources,

Jen's presentations help you:


≫ De-escalate difficult clients

≫ Reduce burnout so your staff are better equipped to handle stressed customers

≫ Improve outcomes, service and reviews through better customer service

≫ Decrease complaints and malpractice claims

Sample Keynote Topics


DEALING WITH DIFFICULT& CHALLENGING PATIENTS & THEIR FAMILIES  

 

Ever wonder why some patients are so much harder to satisfy? Approximately 15% of us have a personality disorder (DSM-5). These frequently occurring conditions impair a person's ability to reason and relate effectively with others. This includes our patients & their families!

Serving someone who is overly dramatic, has difficulty respecting boundaries or needs excessive attention is not only exhausting but often contributes to poor reviews and lost business.

This program-- presented by a former psychotherapist-- will unlock the secrets to de-escalating and possibly even delighting those with some of the most challenging personality disorder types. You will walk away better understanding what makes them tick and how to better manage them. This game changer program is for audiences who want to maintain their sanity while providing excellent service to patients who seem impossible to satisfy.

HATEFUL TO GRATEFUL: CHANNELING YOUR INFLUENCE FOR IMPROVED PATIENT OUTCOMES & BETTER REVIEWS


Most people dread needing a hospital, doctor's office, assisted living, nursing home, hospice, home care or home health agency. Because of this, new patients and families are often stressed and in a negative frame of mind when you begin working with them. Fortunately you have tremendous power over how most patients ultimately perceive their experience with your organization! This motivational session shares simple strategies on how to win over patients and their families early on, keep them happy and transform them into fans.

JENERATE LOYALTY THROUGH JENEROUS SERVICE: BECOMING THE FIRST CHOICE OF CLIENTS WHO NEED YOU


They Don't Want TO Need You...But They DO!

Re-entry" to the New Normal is going to be difficult for all of our clients.

Every organization has the opportunity for a fresh start post-crisis and to embrace the New Normal differently from their competitors.

This session will help you build a momentum of optimism and loyalty to best engage your patients and clients and their families moving forward to the New Normal.

RELUCTANT TO RAVING: WINNING BACK TRUST & LOYALTY FROM OUR HEALTHCARE CLIENTS


Before the pandemic, nobody looked forward to needing the healthcare system. But now, after two years of conflicting messages, they hate the thought of needing healthcare services even more. Because of this, your patients are stressed, nervous, and in a particularly negative frame of mind. Fortunately, you have tremendous power over how most patients ultimately perceive their experience with our organization! This motivational session will empower you to:

  • win back the trust and loyalty of your patients and their families
  • recognize opportunities of post-traumatic growth for yourself and your team
  • transform patients into long-term raving fans who share great reviews

CONTAGIOUS: HOW OUR MOOD & ENERGY IMPACTS STRESSED CLIENTS


LED BY FORMER PSYCHOTHERAPIST JENNIFER L. FITZPATRICK, THIS SESSION INSPIRES YOUR AUDIENCE TO MANAGE THEIR ENERGY TO BOOST CLIENT EXPERIENCE!

Your clients come to you tired, stressed overwhelmed. They wish they didn't need your services but they have a problem that they hope you can solve.

Everything we do has an impact on the client, whether we intend it to or not. This includes body language, facial expressions, and the quality of our word choices. Each interaction decreases or increases the client's stress level.

You will walk away from this keynote presentation better prepared to:

--assess the mood and energy of yourself and your team
--decrease the stress level of every client you encounter
--better connect with clients who wish they didn't need your services

DOWNLOAD JEN’S KEYNOTE SHEET

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"Our clinicians and administrative staff loved her talk! Our team members are still referencing points Jennifer made during the presentation that are helping them reduce stress while improving service and outcomes for our patients and customers."

--Colleen Cubbin Hughes
RN, CEO
Suburban Geriatrics

"Jennifer FitzPatrick's program on generational diversity in healthcare has helped our members adjust their communication with patients, clients and colleagues of different ages. She is an engaging professional speaker who did her homework so the message would resonate with our audience. Don't hesitate to bring Jennifer in for your next meeting."

--Kyle Fernley
Executive Director
Fernley & Fernley, Founders of Association Management

"As Keynote speaker for the Hospice & Palliative Care Network of Maryland Annual Conference, Jennifer's enthusiasm radiated and set the tone for our theme of Ready, Set, Grow! Her presentation gave us all a sense that we will most certainly endure and even thrive in this "New Normal"."

--Peggy Funk
Executive Director
Hospice & Palliative Care Network of Maryland

Watch Jen's Virtual and Onsite Keynote Preview Videos!


Contagious Culture: How You Treat Team Influences The Client Experience

 

Every Interaction Increases Or Decreases Client Stress Levels

 

Why Your Clients Are Stressed Out