How Introversion Impacts Customer Experience with Jennifer Fitzpatrick, CSP

Описание: This week's guest is Jennifer Fitzpatrick, CSP, who discusses the importance of recognizing and accommodating introverts in healthcare settings. Her company works with healthcare and senior living organizations to improve patient and family caregiver experiences, recruitment, and retention.

Take Breaks and Be Flexible

*The impact of burnout, particularly post-COVID, and the necessity for healthcare leaders to provide breaks to retain employees.

*Some in hospitals mention resorting to going to their cars or chapels for privacy, highlighting the lack of suitable break spaces in healthcare settings.

*Examples of positive changes include allowing mental health days and communicating clear role expectations.

*Healthcare leaders need to permit breaks to prevent burnout and improve overall performance.

*The importance of flexible work schedules and other accommodations to improve employee satisfaction and retention.

Patients and Providers are Teams

*The importance of patient advocacy suggests that patients complete reviews and politely request accommodations to enhance their healthcare experiences.

*Healthcare must be more open to disruption and change, emphasizing that treating employees well leads to better patient care and fewer complaints.

*Encourage patients to think of themselves as part of a team with their healthcare providers, working together for the best possible outcomes.

*Don’t make assumptions about people's introversion or extroversion; ask directly to understand their needs.

About the Guest:

Jennifer L. FitzPatrick, MSW, LCSW-C, CSP, is a respected speaker, consultant, and author with deep expertise in caregiving, aging, and healthcare education. She is the founder of Jenerations Health Education, Inc., and one of fewer than 800 professionals worldwide to hold the Certified Speaking Professional (CSP) designation. A former gerontology instructor at Johns Hopkins University, Jennifer brings a unique blend of academic rigor and real-world experience to her work.

She is the author of two impactful books—Reimagining Customer Service in Healthcare and Cruising Through Caregiving: Reducing the Stress of Caring for Your Loved One. Jennifer’s insights have been featured on ABC, CBS, SiriusXM, and in major outlets like Forbes, U.S. News & World Report, Redbook, and Fast Company.

In addition to speaking and writing, she serves on several prominent boards, including Seth and Lauren Rogen’s nonprofit Hilarity for Charity (HFC), Salisbury University’s School of Health & Human Services, and Lifespan’s Beacon Institute.

Visit Jennifer at https://www.jenerationshealth.com.