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Reviewed by Carol Thompson for Readers' Favorite
Upheaval: Crafting a Culture and Managing Your Message Through a Crisis by Paul Hiltz and Amanda R. Lucey chronicles leadership, resilience, and transformation against the backdrop of one of the most tumultuous times in recent healthcare history. The authors recount how Naples Comprehensive Health (NCH), a prominent healthcare system in Southwest Florida, navigated a perfect storm of internal discord and the global COVID-19 pandemic, emerging intact, stronger, and more unified. The narrative opens with a deeply fractured organization grappling with eroded trust among physicians, administrators, and the broader Naples community. What follows is a detailed look at the strategic overhaul, led by Hiltz and supported by Lucey’s expertise in crisis communication, that reshaped the NCH culture. Their approach, grounded in empathy, transparency, and listening, highlights the impact of authentic stakeholder engagement.
The book provides unique insights into the practical side of leading during crisis, from assembling a crisis-ready leadership team to rebranding a healthcare institution in real time. Particularly memorable is the leadership “toolkit” interspersed throughout the chapters, offering clear guidance on communication, morale building, and community trust. Paul Hiltz and Amanda R. Lucey illustrate how listening to feedback, learning from setbacks, and leading with purpose can anchor an institution during unprecedented times. Readers also gain a compelling behind-the-scenes look at the early days of the COVID-19 pandemic. Hiltz’s leadership, medical staff, and local leaders reflect a coordinated and compassionate response to uncertainty. Upheaval is a blueprint for resilient leadership in any sector. With its emphasis on collaboration, trust, and forward-thinking strategy, the book offers valuable lessons for executives, communicators, PR professionals, and civic leaders. As someone with a master’s degree in strategic communication focusing on crisis communication, I highly recommend this book.
