- Deliver superior service in fast paced environments
- Increase patient and staff loyalty and word-of-mouth referrals
- Creatively manage geriatric, chronically ill, and the ‘worried well’ patients
- Eliminate time wasters, streamline systems and waiting
- Create teamwork for efficiency, retention, and morale
- Retention through Recognition and Teamwork
Suzanne O’Connor, (Masters in Psychiatric Nursing; ANA Certified as a Psychiatric Clinical Specialist), has been involved in direct patient contact in a wide variety of health care settings.
This has given her an in-depth understanding of what patients need and how to increase trust, satisfaction, and their motivation to take care of their health.
She has been a healthcare organizational consultant for many years, guiding major changes in many hospital, home care, hospice, and rehabilitation organizations.
She consults with out-patient and in-patient health care leaders and staff to create productive teams and system improvements and create loyal customers and staff.
She is nationally known for her practical, creative, humorous and time-saving strategies to improve systems and interpersonal effectiveness of inter-personal communication.
Suzanne is a dynamic speaker who possesses the unique capacity to motivate the entire health care team to change the way they interact with patients and each other.
Suzanne has authored numerous articles.
Suzanne O’Connor, BSN and a Masters in Psychiatric Nursing.
She is ANA Certified as a Psychiatric Clinical Specialist.
An out-patient therapist in a Community Mental Health Center and a Psychiatric Laison Nurse.
Suzanne has been a Clinical Nurse Specialist in Emergency Department and consultant to in-patient and out-patient units the hospital in the PCNS role.
Suzanne has many years of experience with acute and chronic patients and families with a wide range of behavioral and adjustment needs.
Suzanne has taught graduate students at the University level and Institute of Health Professionals.
•Designed a Customer Service program for MGH, and helped deliver it to 15,000 leaders, physicans, and staff. Prepared 58 facilitators to co-lead
•Presented study on how physicians increase referrals and sustain long term referral relationships.
•Presented “Leadership for Service” programs to Senior Management and the CEO of General Hospital.
•Consulted on the merger of over 20 practices to improve teamwork in the face of a dramatic influx of new physicians and staff.
•Facilitated team-building and service programs for an emergency and ambulatory care group practice.
•Produced audiotapes and newletter articles for Harvard’s Risk Management Program on reducing risk in the Emergency Room. (over 4,500 physician members)
•Produced six videotapes on communication with families and patients who had been in the ICU on ventilators, newly diagnosed cancer and chronically ill and dying patients and their families.
•Consulted with four Hospices to improve patient and family satisfaction and staff support
•Conducted research on “The Efficacy of the Psychiatric Clinical Nurse Specialist Role and Impact on Nursing Care”.
•Designed Leadership programs to implement customer service in out-patient & and in-patient organizations
•Designed and delivered a course in Customer Service for the University MBA in Healthcare program.
“The enthusiastic response of the audience mirrored your dynamic presentation of Managing Difficult People. They gained insights into: their reactions and how to avoid responding defensively, what they have control over and a wider choice of problem resolutions. Your creative use of humor, vignettes, and facts made for a very dynamic series.”
Books by Suzanne O’Connor, BSN
- Communicating in Crisis
- The Role of Psychiatric Clinical Nurse Specialist in a Changing Health Care Environment
- Communicating Medical Information Over the Phone
- Family Presence During Resuscitation
- Trauma Death of a 28 year old