Service & Quality
“Seeing Susan live was an enjoyable, educational experience. I can take many ideas back to the hospital to use for customer service improvement for both staff and patients. I especially liked the suggestions about how to find the positive of what a difficult person brings to the discussion. Thank you!"
Nancy Feola, RN
Patient Advocate
Saint Mary's Hospital
Waterbury, CT
“Susan exceeded my expectations. Her humor, knowledge and enthusiasm for the subject were contagious."
Kathryn Zimmerman
Director, Patient Relations
Christ Hospital
Cincinnati, OH
“This program offered many techniques for patient relations – dealing with negative issues and difficult people, how to get to a satisfactory resolution for both the patient and the medical center.”
Karen Caruso
Quality Management/Patient Relations
St. Vincent’s Medical Center
Bridgeport, CT
“Good humor interjected. Stories were ever so helpful. Very well done – held my attention the entire time!”
Janene Yeater
Quality Management Director
MedCentral Health System
Mansfield, OH
“Great ideas that can be quickly implemented.”
Angi Miller
Patient Representative
Ottumwa Regional Health Center
Ottumwa, IA
“Loved everything! Especially the recognition ideas!”
Alan Levin
Program Administrator, Nursing Quality
University Hospital
Fair Lawn, NJ
“Good examples and advice.”
Maryanne Falcone
Patient Relations Representative
Pocono Medical Center
East Stroudburg, PA
“Good, interesting conference with usable information.”
Deborah E. Williams
QA Reviewer
UPMC Magee Women’s Hospital
Pittsburgh PA
“I liked Susan’s specific examples and techniques.”
Luanne Sorenson
Director, Patient Relations
Gunderson Lutheran Health System
La Crosse, WI
“I liked Susan’s enthusiasm and sincerity.”
Tonia Lauer
Administrator, Quality Resources
Albert Lea Medical Center
Albert Lea, MN
“Practical and easy to implement ideas. Thank you, it was well worth my time.”
Linda Steinbrenner
Director of System Excellence
Mercer County Community Hospital
Coldwater, OH
“I liked her humor. This was a thought-provoking presentation. Great job!”
Kristine Von Ruden
Quality Specialist
Franciscan Skemp Healthcare
LaCrosse, WI
“I liked everything about this program. Great presentation, wonderful information. Keep up the good work!”
Sarah Baldwin
Lead Customer Service Representative
Luther Midelfort
Eau Claire, WI
“The role playing exercises brought ideas home!”
Maggie Fernandez
Senior Director, Patient & Physician Relations
Columbus Hospital
Newark, NJ
“The time flew by because the speaker was so interesting. I liked the practical suggestions that could be used immediately by staff.”
Cathy Boyer
Guest Relations Coordinator
Riddle Memorial Hospital
Media, PA