Jennifer L. FitzPatrick MSW CSP Jenerations Health

Speaker. Author, @throughcruising Instructor, @johnshopkins. Advisory Bd Member @wearehfc As seen @abc @hlntv @cbsnews @siriusxm @wsj @iheartradio

[Tyler Austin Harper @Tyler_A_Harper]

People are under-pricing the possibility of a black-swan-esque event where significant chunks of higher ed collapse suddenly. At some point parents will decide they will not pay $100-400k combined for their kids to cheat their way through college. I expect a bang, not a whimper.

[Shep Hyken @Hyken]

Disney doesn’t create great guest experiences by accident. It creates them by developing people who understand guests from the ground up.

I had the chance to interview Cheryl Christensen, a former @Disney leader and current VP of Operations at @GatherTulsa, for an episode of Amazing Business Radio, where she shared what she learned from a career filled with passion and purpose.

Here are a few of the lessons she shared in the interview: https://t.co/ZrjuSp0PCl #customerservice #customerexperience #CX

[Scott McKain @scottmckain]

Disciplined reinvention is key. Organizations that embrace adaptive creativity proactively change success models, driven by the courage to evolve. This cycle ensures you move beyond current successes.

#BusinessStrategy #Innovation #OrganizationalChange #BeyondDistinction

[Shep Hyken @Hyken]

Every interaction matters. Customers don’t decide what they think about your company based on a single advertisement or slogan on your website.

They decide based on every interaction they have with you. Every phone call, email, purchase, delivery, customer support call … any and every interaction a customer has with you, large or small, either reinforces your promise or rewrites it.

https://t.co/XF5nGqcWgd #brandreputation #customerexperience #customerfeedback

[Jennifer L. FitzPatrick MSW CSP Jenerations Health @fitzpatrickjen]

This is the sort of thing that makes healthcare human. Little things that aren’t so little.

[Clement Lee, MD, MSc @ClementLeeMD]

Hospital workers, what’s your favorite line that never fails to get a patient to chuckle?

Mine is: “It was a pleasure meeting you - and I hope to never see you again!”

[Scott McKain @scottmckain]

Some organizations take pride in how quickly they solve customer problems.

That's certainly important. But what if the better goal is making sure the problem never occurs in the first place?

The best customer experience isn't the one that recovers brilliantly. It's the one that rarely needs recovering. When we anticipate customer needs, remove unnecessary friction, and simplify the journey, we change the conversation.

Instead of apologizing...

We're creating confidence.
That's where trust begins to grow, not because we responded well, but because we designed the experience thoughtfully from the start.

As you reflect on your own customer experience, where could one small improvement eliminate a recurring frustration before it ever reaches the customer?

#CustomerExperience #Leadership #BusinessDistinction #CustomerLoyalty #BeyondDistinction

[Scott McKain @scottmckain]

Standing out may get you noticed. Standing for something is what earns loyalty.
In turbulent times, customers remember the organizations whose values align with their own.

What does your organization truly stand for?

#Leadership #CustomerLoyalty #BeyondDistinction

[Cleveland Clinic @ClevelandClinic]

Your ears are closely linked to your brain – and we’re not talking about their location on your head. Studies show that hearing loss increases your risk of cognitive decline and dementia. We asked neuropsychiatrist Dr. Dylan Wint, a specialist in degenerative brain diseases, to explain why.

https://t.co/YExkpMTVxD

[Lewy Body Dementia Association @LBDAssoc]

The Lewy Body Dementia Association’s new LBD Awareness Cards offer a simple, discreet way to communicate needs, reduce misunderstandings and support everyday interactions with #Lewybodydementia.

Download, print and share this free resource: https://t.co/tvFoqMPPb1

[Shep Hyken @Hyken]

When we come up with an easier, more frictionless way to do business with our customers, we are likely to establish a powerful competitive edge in the marketplace. Reducing friction is more important than lowering the price.

[Not Stanley Tucci @notStanleyTucci]

Dearest Cigna, I am so happy that you decided ON APPEAL that my kid’s stay in the ICU was medically necessary after open heart surgery. How was this even a fucking question?

[Mark Cuban @mcuban]

Yes ! Get rid of Prior Auths !
https://t.co/KtFHTqzgHi

[Mark Cuban @mcuban]

In healthcare, if you can schedule it, you can negotiate a cash price that is often better than what your insurance company can negotiate.

[Jennifer L. FitzPatrick MSW CSP Jenerations Health @fitzpatrickjen]

Yes, it appears to be everywhere.

[Janice Dean @JaniceDean]

I’m still trying to figure out why the same drug I was taking on my previous insurance was over 3 grand every month (I had to call to get the drug company to help pay it), and now under my husband’s insurance it’s next to nothing. Can someone explain this like I’m 5 years old?

[AtlasMD @AtlasMD]

By 2027, hospitals may finally have to post prices for all their shoppable services — not just 300.

Wild concept: A store that tells you what things cost before you buy them.

#DirectCare never needed a law for that.

[Jennifer L. FitzPatrick MSW CSP Jenerations Health @fitzpatrickjen]

Burnout hurts residents and family

[Accushield @Accushield11]

Staff burnout doesn't just affect your team—it affects your entire community.

@fitzpatrickjen, CEO of Jenerations Health, explains why addressing employee burnout should be a top priority for leadership in senior living.

👉 Watch the Full Webinar: https://t.co/KZFnXjQK7L

[Mark Cuban @mcuban]

If insurance companies can deny care and call it "medically unnecessary", why aren't they required to have malpractice insurance doe when they get it wrong and someone gets sicker or tragically dies ?

[Bridget Phetasy @BridgetPhetasy]

Something I’ll never understand about this era — people will burn down relationships with real life friends or family members…for a politician? Or a podcaster? Someone they’ve never met and who doesn’t care about them at all and they’ll toss real friends away.

[Jennifer L. FitzPatrick MSW CSP Jenerations Health @fitzpatrickjen]

Healthcare orgs that do better than this win loyalty and will get better outcomes for their patients. Tragic that so many organizations function like this #reimaginingcustomerserviceinhealthcare

[Jane Holland Author @janeholland1]

My autistic son has needed a doctor's apptment for some weeks but couldn't work the app, so he walked to the surgery to make an apptment IN PERSON. They turned him away, saying it has to be done on the app. So we're back to square one.

Modern life has become anti-human. 🙄