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Upheaval: Crafting a Culture & Managing Your Message through a Crisis
Imagine one of the country's top hospital administrators partners with one of the nation's top branding and public relations experts. They joined forces in Naples, Florida, to lead a premiere healthcare organization during a management crisis that split the hospital and the community. But as this crisis boils, another looms.
COVID-19 is bearing down on America, making the conflict in management seem tiny in comparison to this existential threat.
The story that unfolded here took various forms at every one of America’s 2,903 community hospitals. Upheaval offers an inside look as one very attentive community gathered as never before to deal with this life-and-death situation.
Thankfully, management had already begun a new day of openness, community, and physician partnership, and an appeal for confidence and understanding. Other hospitals, once competitors, became eager partners in the face of this threat. The board of trustees was alert and gathered vital community leaders together. Doctors locked arms and braced.
Naples created a pluralistic, collaborative organization just in time. Led by the physicians, a war room strategy developed among all the community providers, and a new spirit of openness and communication, vital in a pandemic, matured.
They quickly got to work engaging the entire community.
It was frightening locking down society, wearing masks, creating isolation rooms, and hitting new lows in employee morale.
Recruitment became difficult. Nurses worked double shifts. The news media covered every chirp, and finances looked bad.
It should not surprise us that Naples, a community that appreciates and admires excellent community healthcare, rallied to their distress call for help.
This community, led capably by the physicians, put together vast resources to confront the constantly changing threat. Luckily, authors Paul Hiltz and Amanda Lucey kept notes, including insights and the courage of the people behind the closed doors of isolated COVID-19 patients.
Those stories are offered here as a management primer on crisis management, allowing the healthcare team’s performance to re-create the brand with their heroism, and as a warning to communities across the connect and stay connected with your constituents, because one day, you will need each other desperately.
COVID-19 is bearing down on America, making the conflict in management seem tiny in comparison to this existential threat.
The story that unfolded here took various forms at every one of America’s 2,903 community hospitals. Upheaval offers an inside look as one very attentive community gathered as never before to deal with this life-and-death situation.
Thankfully, management had already begun a new day of openness, community, and physician partnership, and an appeal for confidence and understanding. Other hospitals, once competitors, became eager partners in the face of this threat. The board of trustees was alert and gathered vital community leaders together. Doctors locked arms and braced.
Naples created a pluralistic, collaborative organization just in time. Led by the physicians, a war room strategy developed among all the community providers, and a new spirit of openness and communication, vital in a pandemic, matured.
They quickly got to work engaging the entire community.
It was frightening locking down society, wearing masks, creating isolation rooms, and hitting new lows in employee morale.
Recruitment became difficult. Nurses worked double shifts. The news media covered every chirp, and finances looked bad.
It should not surprise us that Naples, a community that appreciates and admires excellent community healthcare, rallied to their distress call for help.
This community, led capably by the physicians, put together vast resources to confront the constantly changing threat. Luckily, authors Paul Hiltz and Amanda Lucey kept notes, including insights and the courage of the people behind the closed doors of isolated COVID-19 patients.
Those stories are offered here as a management primer on crisis management, allowing the healthcare team’s performance to re-create the brand with their heroism, and as a warning to communities across the connect and stay connected with your constituents, because one day, you will need each other desperately.
281 pages, Kindle Edition
Published December 17, 2024
12 people are currently reading
1071 people want to read
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Displaying 1 - 25 of 25 reviews
March 11, 2025
In Upheaval, Paul Hiltz and Amanda Lucey provide a timely and indispensable guide for leaders navigating the rough waters of crisis management. Combining years of experience in leadership and communications, the authors present a clear framework for not just surviving crises but emerging from them with a stronger organisational culture and a refined message. They offer practical strategies for leaders to foster trust, transparency, and adaptability within their teams, offering insights into how these elements can act as stabilisers in turbulent times. I will definitely implement their recommendations into my role at work.
January 23, 2025
Thanks to Forbes for the giveaway. This is a book written by business and communications leaders from the Naples Community Healthcare organization detailing how they rebuilt community trust in their organization after a tumultuous time in the 2010s and how what they learned through that helped them navigate the COVID-19 pandemic. All in all, it's an interesting piece of modern history.
Pros: Probably the best bits of the book are the small text boxes with tips from the authors. Little two or three-sentence blurbs that summarize what they learned at different stages. Also, the authors were very gracious toward people who disagreed with them at various points of the narrative. It helped the book's overall tone to feel much more humble and insightful.
Cons: Sometimes the authors seem to be writing for people who are already familiar with technical aspects of hospital operation and administration. Lots of terms and organizations were mentioned with little to no explanation. Regardless of their intended audience, more selection of important details and depth into those would've been an improvement over the relatively shallow and fast-paced story with little time for in-depth analysis.
Pros: Probably the best bits of the book are the small text boxes with tips from the authors. Little two or three-sentence blurbs that summarize what they learned at different stages. Also, the authors were very gracious toward people who disagreed with them at various points of the narrative. It helped the book's overall tone to feel much more humble and insightful.
Cons: Sometimes the authors seem to be writing for people who are already familiar with technical aspects of hospital operation and administration. Lots of terms and organizations were mentioned with little to no explanation. Regardless of their intended audience, more selection of important details and depth into those would've been an improvement over the relatively shallow and fast-paced story with little time for in-depth analysis.
January 12, 2025
When Covid-19 struck, it represented a public health crisis that was unlike any that humanity had faced in the modern era. There was misery, turmoil, and many deaths as well. While tragic, many individuals and entities in the healthcare niche rose to the occasion wonderfully. Though they were often taxed almost beyond their resources, many times, they were able to persevere. Many of their stories are contained in this book.
In Naples, Florida, some of the most brilliant healthcare professionals and medical minds waged war against the virus. They experienced both highs and lows, and now, through careful notetaking, we are able to see what it was like for them. These are stories of humanity pushed beyond normal or conventional limits and finding new paths to victory. This narrative is touching, harrowing, and uplifting in turns.
In Naples, Florida, some of the most brilliant healthcare professionals and medical minds waged war against the virus. They experienced both highs and lows, and now, through careful notetaking, we are able to see what it was like for them. These are stories of humanity pushed beyond normal or conventional limits and finding new paths to victory. This narrative is touching, harrowing, and uplifting in turns.
January 18, 2025
The experience of healthcare workers battling COVID-19 in Naples, Florida had a profound impact on me. The unrecognised heroes' courageous acts of selflessness, carried out at the risk of their own lives to save others, have had a lasting influence. These stories successfully depict the enduring traits of perseverance, hope, and unwavering determination that define the human spirit. Despite unexpected obstacles, they persisted in lending each other support and endured through difficult times.
Seeing people join together and find the strength to overcome even the most terrible challenges is extremely motivating. This work is a genuine demonstration of the human spirit's perseverance. Suitable for people looking for a story that would motivate, inspire, and encourage them to remember what is truly essential in life. Thanks to the authors for such interesting work.
Seeing people join together and find the strength to overcome even the most terrible challenges is extremely motivating. This work is a genuine demonstration of the human spirit's perseverance. Suitable for people looking for a story that would motivate, inspire, and encourage them to remember what is truly essential in life. Thanks to the authors for such interesting work.
January 19, 2025
This is a must-read.
This is a must-read for anyone seeking to understand and lead in times of crisis. With an approach that combines practical experience and human storytelling, this book becomes an invaluable guide to managing challenges with transparency, resilience, and collaboration. The authors present a clear, professional, and accessible style, striking a balance between practical strategies and moving anecdotes. Their teachings not only apply to the healthcare sector, but are relevant to leaders in any industry facing uncertainty. This book highlights the transformative power of unity and the importance of effective communication in critical moments. Recommended for any leader, professional, or reader interested in understanding how to build a strong culture in the midst of chaos.
This is a must-read for anyone seeking to understand and lead in times of crisis. With an approach that combines practical experience and human storytelling, this book becomes an invaluable guide to managing challenges with transparency, resilience, and collaboration. The authors present a clear, professional, and accessible style, striking a balance between practical strategies and moving anecdotes. Their teachings not only apply to the healthcare sector, but are relevant to leaders in any industry facing uncertainty. This book highlights the transformative power of unity and the importance of effective communication in critical moments. Recommended for any leader, professional, or reader interested in understanding how to build a strong culture in the midst of chaos.
January 17, 2025
Perfect Guide!
Although the book has much to explore, I summarize it as "a guide to leadership in times of crisis".
This is the kind of book that I feel we should all read sometime in our lives (even if it is only once) but it is like a tool that will prepare us for life because it contains very good teachings.
The book tells the story of a hospital management crisis during Covid and in turn leaves us with a lot of lessons about, self-management and management in difficult times, the importance of cooperation and good communication and finally everything that can be learned from a difficult moment.
If you are going through a crisis or a difficult time, this is definitely the book you should read to learn some important lessons about leadership. I highly recommend it!
Although the book has much to explore, I summarize it as "a guide to leadership in times of crisis".
This is the kind of book that I feel we should all read sometime in our lives (even if it is only once) but it is like a tool that will prepare us for life because it contains very good teachings.
The book tells the story of a hospital management crisis during Covid and in turn leaves us with a lot of lessons about, self-management and management in difficult times, the importance of cooperation and good communication and finally everything that can be learned from a difficult moment.
If you are going through a crisis or a difficult time, this is definitely the book you should read to learn some important lessons about leadership. I highly recommend it!
January 18, 2025
Great book to overcome and manage crises.
This is a book about how to overcome and manage crises. ''Upheaval'' tells the story of a hospital and its community during the COVID-19 pandemic. In this book, you do not just read about the story you will know how the hospitals implemented efficient strategies to optimize the operations at that time. You will be amazed by everything that they did at that time. After reading this book, I would like to highlight the work of the people in hospitals and how they worked with the communities to care for the population. This is a story of resilience and you will learn what you can do in future crises. It is a very interesting book with a great story.
This is a book about how to overcome and manage crises. ''Upheaval'' tells the story of a hospital and its community during the COVID-19 pandemic. In this book, you do not just read about the story you will know how the hospitals implemented efficient strategies to optimize the operations at that time. You will be amazed by everything that they did at that time. After reading this book, I would like to highlight the work of the people in hospitals and how they worked with the communities to care for the population. This is a story of resilience and you will learn what you can do in future crises. It is a very interesting book with a great story.
February 16, 2025
When I started reading Upheaval, I found it to be a revealing read, especially because of the way in which the book tells the story of managing a crisis in the midst of the COVID-19 pandemic, which has been one of the greatest challenges of our current humanity. One of the most interesting things about this reading is the way in which the community comes together to face this crisis, through teamwork, openness to the community, and the collaborative strategy between doctors and local leaders, and thus manage to overcome the greatest challenge that COVID-19 brought. I recommend this book because it offers valuable tools on how to anticipate, manage and overcome crises, reminding us of the importance of working in community.
January 15, 2025
Awesome
This book is simply amazing and really fun! The narrative is very well written and has a very easy language that makes the reader get hooked with the book easily. I like that in some moments, I felt I was reading a great story, but in others, a very interesting guide of how to manage crisis realizing the importance of culture. This book is perfect for all those who are linked with an organization or who lead teams. The time I spend reading this book was really fun, the story itself is great and the best thing is that I was trained for my professional life at the same time. Highly recommended!
This book is simply amazing and really fun! The narrative is very well written and has a very easy language that makes the reader get hooked with the book easily. I like that in some moments, I felt I was reading a great story, but in others, a very interesting guide of how to manage crisis realizing the importance of culture. This book is perfect for all those who are linked with an organization or who lead teams. The time I spend reading this book was really fun, the story itself is great and the best thing is that I was trained for my professional life at the same time. Highly recommended!
January 17, 2025
I found this book extraordinary but if I had to recommend it to anyone in particular, I would say that particularly the healthcare industry would get more out of it. This is not to say that other readers would not enjoy it, on the contrary I highly recommend it as it is a thoughtful, entertaining book and the content is presented in an easy to understand and organized way.
The authors of this fascinating title offer a different look at the healthcare system. They help the reader understand what a management crisis is and how to best navigate through it.
Within the pages we will find actionable lessons, personal experiences, professional advice and practical insights.
The authors of this fascinating title offer a different look at the healthcare system. They help the reader understand what a management crisis is and how to best navigate through it.
Within the pages we will find actionable lessons, personal experiences, professional advice and practical insights.
January 17, 2025
What an interesting book! I think that not many people sat down to think about how the change in hospitals should have been with a health crisis as big and global as COVID-19 was. Well, if you were ever interested in understanding a little, this book has all that information. I find it very valuable to see how hospitals organize themselves to be able to manage such a huge crisis, and I also believe that these are strategies that one can take to be able to cope with a crisis also within their work environment, which makes it even more interesting. A book that will make you feel even more grateful for the health system.
January 18, 2025
Upheaval by Paul Hiltz and Amanda Lucey is an excellent primer and resource for crisis management. This book deals with the medical side of the covid 19 crisis and how hospital administrations had to adjust, cope, and document the “upheaval” that took place when they were faced with masks, lockdowns and a virulent virus. The book is not only interesting for understanding the response by medical professionals and administrators to the crisis, but also serves as a guide for future crises. We can learn much from this book about what worked, what didn’t and what should be standard practice to avoid catastrophe the next time society faces a highly contagious virus.
January 19, 2025
I would like to start this review by saying that Upheaval is a must-read for anyone looking to foster their leadership skills while learning other skills that are as important to stand out in the business world.
The narrative is a concoction of concepts, facts, actionable steps, actions, and challenges that educate. Besides, the author included real anecdotes that show us that, even when in the weeds, we can get back on track and shine.
The narrative is well-organized, and it goes straight to the point right away since, in the very first chapter, the author starts exposing us to the tool kits, quotes and stats he wants to pass on to us.
The narrative is a concoction of concepts, facts, actionable steps, actions, and challenges that educate. Besides, the author included real anecdotes that show us that, even when in the weeds, we can get back on track and shine.
The narrative is well-organized, and it goes straight to the point right away since, in the very first chapter, the author starts exposing us to the tool kits, quotes and stats he wants to pass on to us.
January 26, 2025
More and more books will come out in any capacity in regards to the pandemic. I can't wait. Here, we have folks from the Naples Community Healthcare organization break down every step they made to help navigate through the pandemic. They talk about the precautions, the training, the leadership, the hardships, and everything they went through. This pandemic and the book is just the start of blueprints that will come out on how to navigate through any crisis whether it's as big as this or not. There were times where the book felt like it was geared towards people in that sect and would understand the jargon, but most of it was still understandable.
February 15, 2025
Simply admirable
This kind of story gives you faith in humanity. To see how an entire community makes a conscious decision to unite for the greater good is something that is almost automatically moving and even more so when as a reader you know how complicated and terrifying COVID was, now imagine it from a doctor's perspective. The book is very exciting, because it shows the good side and the positive effects of doing good in spite of adversity, all from the hand of an excellent public relations specialist, who also knew how to give the visual to what is important, the heroes who saved lives in the most complicated moments for humanity.
This kind of story gives you faith in humanity. To see how an entire community makes a conscious decision to unite for the greater good is something that is almost automatically moving and even more so when as a reader you know how complicated and terrifying COVID was, now imagine it from a doctor's perspective. The book is very exciting, because it shows the good side and the positive effects of doing good in spite of adversity, all from the hand of an excellent public relations specialist, who also knew how to give the visual to what is important, the heroes who saved lives in the most complicated moments for humanity.
February 13, 2025
Amanda Lucey and Paul Hiltz wrote an amazing book on how the Naples Comprehensive Health system confronted the COVID-19 crisis and a leadership crisis. Through their knowledge and expertise, they explain and show how they transformed a fractured hospital system into a unified force that fought against COVID-19. This is an amazing and useful book that can help understand with detailed documentation and evidence how community partnerships are a key factor in confronting management healthcare crises.
February 14, 2025
I really enjoyed Upheaval by Paul Hiltz and Amanda Lucey. It gave me a new perspective on how important leadership is during a crisis. The focus on decision-making under pressure and keeping the team motivated through tough times really stood out to me. I liked how the book emphasizes the power of a strong company culture, which can make or break a situation. The real world examples were super useful too. Overall, it’s a practical and inspiring read for anyone wanting to handle crises better and lead with confidence.
February 12, 2025
A book that informs
This is a good book, written by two great connoisseurs of healthcare, where they share their experiences and help to give ideas on how this issue should be handled in times of crisis.
It also gives all the necessary tools to be resilient during this time, taking COVID-19 as an example.
This is a good book, written by two great connoisseurs of healthcare, where they share their experiences and help to give ideas on how this issue should be handled in times of crisis.
It also gives all the necessary tools to be resilient during this time, taking COVID-19 as an example.
February 15, 2025
Great book!
This amazing guide changed my life. Being a great leader is such a valuable quality that would make you ten times more successful. This book really helped me to become a great leader of times of crisis, and would help all leaders seeking to effectively guide their organizations through turbulent times.
This amazing guide changed my life. Being a great leader is such a valuable quality that would make you ten times more successful. This book really helped me to become a great leader of times of crisis, and would help all leaders seeking to effectively guide their organizations through turbulent times.
February 28, 2025
Interesting
The message iin this book was clear, hospitals must work together with their citizenry. The chaos during the Covid19 pandemic required organizations and dedication from all over the front.
The message iin this book was clear, hospitals must work together with their citizenry. The chaos during the Covid19 pandemic required organizations and dedication from all over the front.
November 26, 2024
Love this book!
December 8, 2024
This was a Goodreads giveaway winner. Changes were made in a crisis.
January 16, 2025
💯✍🏽💯✍🏽💯✍🏽
This entire review has been hidden because of spoilers.
January 26, 2025
This would be a great book for hospital administration. I enjoyed reading about how they handled the pandemic, but a lot of the information wasn't really relevant to my life.
January 28, 2025
Really useful for public health professionals learning messaging
Displaying 1 - 25 of 25 reviews