Posts by Jennifer L. FitzPatrick

Four Lessons Healthcare And Senior Living Leaders Can Learn From The Starbucks Experience

I love mining other industries for ideas on how to improve client satisfaction and loyalty in healthcare and senior living.  The Starbucks Experience: 5 Principles For Turning Ordinary Into Extraordinary has some great takeaways. The book is based on author (and fellow Certified Speaking Professional) Dr. Joseph Michelli’s time spent observing and interviewing individuals and…

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Three Service Lessons Everyone Can Learn From Disrupting The Status Quo of Senior Living

Disrupting The Status Quo of Senior Living: A Mindshift by Jill Aussem-Vitaleis a must-read for anyone hoping to improve service to reluctant customers.  The former President & CEO of The Eden Alternative’s book is a humble account of the lessons she’s learned after several decades of senior living leadership. Here’s what service strategists in every…

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Patient Satisfaction In The Time of COVID-19

Engaging patients’ loved ones has always been integral to providing great service in healthcare. Caregiver involvement is associated with less errors, reduced readmissions, and increased compliance with the discharge plan. Even when visitors are not permitted, it’s essential to continue providing a caregiver-inclusive culture. What can your organization do to include family caregivers during this…

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Why It Took This Long For Employees To Stay Home When They Are Sick

Prior to this pandemic, I have encountered countless persons sick at their jobs.  Cashiers coughing.  Restaurant servers sniffling.  Receptionists blowing their noses.  I’m sure you have observed these situations as well. Each time, I have always said to the person, “You should be home resting!”  And almost every single time their responses were some version…

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