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Creating an (Almost!) Stress-Free Experience for Clients and Patients

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Jennifer L. FitzPatrick, MSW, LCSW-C, CSP
Course Levels:
Beginner & Intermediate
2 Hours
Not Applicable
Barnes & Noble - McLean, Virginia

Please Note: Programs with a ☾ insignia begin after 5pm or air on the weekend.

Please Note: Programs with a ☾ insignia begin after 5pm or air on the weekend.


Do you look forward to needing a hospital, nursing home, psychotherapist, or any other health/mental health service? Neither do our clients and patients!  Even though clients and patients dread needing us, we have a lot of control over how they ultimately perceive the experience of receiving necessary services. When we make a health or mental health experience less stressful for those who seek help, there are better clinical outcomes, less complaints and fewer malpractice claims. This engaging program will help you better understand the mindset of those you serve and make necessary changes so patients and clients are better set up for success.


Barnes & Noble

7851 Tyson's Corner Center

McLean, VA 22102

10am-10:30am: Registration, Refreshments, Book Signing & Remarks  

10:30am-11:30am: CE Program

11:30-12pm: Book Signing/Closing Remarks 


Nursing Home Administrator

This program has been approved for Continuing Education for 1  total participant hours by NAB/NCERS—Approval # 20240324-1-A91597-IN


Certified Case Manager

This program has been pre-approved by the Commission for Case Manager Certification to provide continuing education credit to CCM® board certified case managers.  The course is approved for 1 CE contact hour(s).  Activity code: S00054321 Approval Number 230000769:   To claim these CEs, log into your CE Center account at*Certificate must be retained for at least one year past the participant’s CCM board certified case manager’s renewal date.

Certified Dementia Practitioners

Jenerations is a Certified Sponsor of professional continuing education with the National Council of Certified Dementia Practitioners and International Council of Certified Dementia Practitioners for members holding certifications as CDP, CDCM and CADDCT. This is approved for 1 CEU.


Jenerations Health Education is approved by the California Board of Registered Nursing, Provider #: 17753 for 1Contact Hours. This certificate must be retained by the licensee for a period of four years after the course ends. *All attendees seeking nursing credits are responsible for confirming that their own licensing board accepts contact hours approved by other state nursing boards.


Jenerations Health Education is approved by the National Academy of Certified Care Managers (NACCM) as a continuing education provider, #20-801JHE. This activity is approved for 1  CMC contact hours.




Social Work

Jenerations Health Education, #1494, is approved to offer social work continuing education by the Association of Social Work Boards (ASWB) Approved Continuing Education (ACE) program. Organizations, not individual courses, are approved as ACE providers. State and provincial regulatory boards have the final authority to determine whether an individual course may be accepted for continuing education credit. Jenerations Health Education maintains responsibility for this course. ACE provider approval period: 01/26/2021-01/26/24. Social Workers completing this course receive 1 General Social Work continuing education credit.


Jennifer L. FitzPatrick, MSW, LCSW-C, CSP's Profile

Jennifer L. FitzPatrick, MSW, LCSW-C, CSP Related seminars and products

Jenerations Health Education

Jennifer L. FitzPatrick, MSW, LCSW-C, CSP is the founder of Jenerations Health Education, Inc., a full service healthcare education organization. With over 20+ years experience in healthcare, Jennifer is also a gerontology instructor at Johns Hopkins University’s Certificate on Aging program. Her mission is to help healthcare organizations and professionals grow while empowering patients and their caregivers.

Jennifer appears frequently in the media and has been featured on ABC, CBS, NBC, Univision, Sirius XM and in Fast Company, Reader’s Digest, Forbes, U.S. News & World Report, The Huffington Post and many more. A member of the National Speakers Association, she is one of less than 800 Certified Speaking Professionals (CSP) worldwide. Her first book, Cruising Through Caregiving: Reducing The Stress of Caring For Your Loved One helps family caregivers and is also a resource for healthcare professionals who want to set better boundaries with patients.

Jennifer is primarily a keynote speaker at national conferences but also offers private programs to corporations, government and non-profit organizations For more information on keynote speaking, please click here.

When she’s not speaking and writing, Jennifer loves boating with her husband Sean. In nautical circles her claim to fame is being the Chesapeake Bay’s least talented first mate. Having grown up in the Philadelphia area, her secret talent is parallel parking.

Learning Objectives

Learning Objectives:

  1. Discuss reasons why clients and patients experience stress when procuring health and mental health services
  2. Discover the negative consequences of serving patients and clients who are experiencing stress at your organization
  3. Develop a plan for reducing stress for your clients and patients


10am-10:30am: Registration, Refreshments, Book Signing & Remarks  

10:30am-11:30am: CE Program

 20 minutes: Why are clients & patients experiencing stress as it pertains to seeking mental health services?

20 minutes: What can be the impact in serving a person who is expressing stress as it relates to services?

20 minutes: How can we help to reduce stress for our clients and patients?

 11:30-12pm: Book Signing/Closing Remarks 


Live (Onsite) Programs - FAQ

*Successful completion of this seminar will require attendance for the entire event, signing in & out as well as completion & submission of the evaluation form.

*Certificates distributed  upon completion & receipt of evaluation

*Partial credit is not offered

Q: Do you offer ADA Accommodations?

A: Yes! If you are requesting ADA accommodations, please contact us via email at  at least two weeks prior to the course date. Requests after that date may not be fulfilled.

Q: What do I do if I have a complaint/grievance?

A: For grievances, contact Jenerations Health Education at 443-416-7710 or 

Bibliography & References

Fryburg DA. What’s Playing in Your Waiting Room? Patient and Provider Stress and the  Impact of Waiting Room Media. Journal of Patient Experience. 2021;8. doi:10.1177/23743735211049880

Caroline Zhao, Stephanie Batio, Rebecca Lovett, Allison P Pack, Michael S Wolf & Stacy C Bailey (2021) The Relationship Between COVID-19 Related Stress and Medication Adherence Among High-Risk Adults During the Acceleration Phase of the US Outbreak, Patient Preference and Adherence, 15:, 1895-1902, DOI: 10.2147/PPA.S310613

Elias, Richard M., Karen M. Fischer, Mustaqeem A. Siddiqui, Trevor Coons, Cindy A. Meyerhofer, Holly J. Pretzman, Hope E. Greig, Sheila K. Stevens, and M. Caroline Burton. “A taxonomic review of patient complaints in adult hospital medicine,” Journal of Patient Experience 8 (2021): 23743735211007351; https://

Appelbaum, Paul S. “Malpractice claims in psychiatry: approaches to reducing risk,” World Psychiatry, Sept. 9, 2021;

Cutler, Suzanne, Charles Morecroft, Phil Carey, and Tom Kennedy. “Are interprofessional healthcare teams meeting patient expectations? An exploration of the perceptions of patients and informal caregivers,” J Interprof Care, 2019 Jan.- Feb.;33(1):66–75

Liu, Cynthia, et al. “‘But his Yelp reviews are awful!’: Analysis of general surgeons’ Yelp reviews,” Journal of Medical Internet Research, April 30, 2019

Hosseini, Seyyed Bagher and Maliheh Bagheri. “Comparison of Patient Satisfaction with Single Patient Rooms Versus Shared Patient Rooms,” Annals of Military and Health Sciences Research, 2017 Dec. 15(4):e80199

Roos, Anne Karine Østbye, Eli Anne Skaug, Vigdis Abrahamsen Grøndahl, and Ann Karin Helgesen. “Trading company for privacy: A study of patients’ experiences,” Nursing Ethics, 2020 June; 27(4):1089–1102

Jünger J, Nagel E. Improvement of patient orientation and patient safety in health care - from competency-based and interprofessional medical education to cross-sector care. GMS J Med Educ. 2019 May 16;36(3):Doc32. doi: 10.3205/zma001240. PMID: 31211227; PMCID: PMC6545612.

Carthon, J. Margo Brooks, Linda Hatfield, Heather Brom, Mary Houton, Erin Kelly-Hellyer, Amelia Schlak, and Linda Aiken. “System-level improvements in work environments lead to lower nurse burnout and higher patient satisfaction,” Journal of nursing care quality 36, no. 1 (2021):

Kang, Ji Yun, Minji K. Lee, Erin M. Fairchild, Suzanne L. Caubet, Dawn E. Peters, Gregory R. Beliles, and Linda K. Matti. “Relationships among organizational values, employee engagement, and patient satisfaction in an academic medical center,” Mayo Clinic Proceedings: Innovations, Quality & Outcomes 4, no. 1 (2020): 8–20



Barnes & Noble

7851 Tyson's Corner Center, McLean, Virginia 22102, United States
(703) 506-2937