Skip to content

News & Blog

Written by: Janiece Gray

Page 1 of 4

Service Culture – You Know It When You See It: Surrounded by Love

By Janiece Gray / October 10, 2019

Just yesterday I was in a meeting where we were asked to define “service culture”. My comment was that it…

Read More
Jen Schugel

DTA Coaching Community – Interview with Jen Schugel

By Janiece Gray / April 25, 2019

On the first Monday of every month, DTA convenes a community of Care Team Coaches from across the country. The…

Read More

Looking Forward to Seeing Y’all in Texas!

By Janiece Gray / March 27, 2019

Our team is very excited to be together in Dallas April 2-5 for The Beryl Institute’s PX 2019! We hope…

Read More

What the Heck is Care Team Coaching? Free Download Available…

By Janiece Gray / March 12, 2019

Someone recently ended a post on a patient experience forum with “Good luck, and if anyone discovers the silver bullet,…

Read More

DTA Coaching Community – Interview with Sandy Herrala

By Janiece Gray / February 20, 2019

On the first Monday of every month, DTA convenes a community of Care Team Coaches from across the country. The…

Read More

Greetings from Phoenix

By Janiece Gray / February 6, 2019

This week Kevin Campbell and I had the opportunity to be in the unfortunately-not-so-sunny-or-warm Phoenix area for the AHA Rural…

Read More

DTA Coaching Community – Interview with Rosalie Smith

By Janiece Gray / December 12, 2018

On the first Monday of every month, DTA convenes a community of Care Team Coaches from across the country. The…

Read More

DTA Coaching Community – Interview with Patty Drinkwine-Holmes

By Janiece Gray / November 14, 2018

On the first Monday of every month, DTA convenes a community of Care Team Coaches from across the country. The…

Read More

Getting to know the DTA Team: Pamela Hessler

By Janiece Gray / October 17, 2018

You know those people who you talk to for the first time, and it feels like you’ve known them for…

Read More

Best Discharge Instructions Ever… When Things Do Go Right

By Janiece Gray / October 3, 2018

This past year we’ve been on a bit of an adventure with our eldest who’s been dealing with some ankle…

Read More

When Things Don’t Go Right

By Janiece Gray / September 17, 2018

Writing all of these blogs on Service Recovery and what happens when things don’t go right made me reflect on…

Read More

It’s Hard for Me to Say I’m Sorry….

By Janiece Gray / August 8, 2018

Quick! Name that band! I know I’m dating myself here, but just try. Any guesses? If you said: Chicago and…

Read More

More Stories from the Road – By Janiece Gray (with help from Jim Mock)

By Janiece Gray / July 24, 2018

Ever since I was a little kid, I wanted to do two things when I grew up: I wanted to…

Read More

Stories from the Road

By Janiece Gray / June 27, 2018

Last week I covered a lot of ground…only I covered it from the air. With flights to and from California,…

Read More

Presentation & Case Study from the Beryl Institute Conference – In Case You Missed It!

By Janiece Gray / May 1, 2018

I recently had the pleasure of presenting at The Beryl Institute’s PX2018 Conference in Chicago. For those of us attending…

Read More

Getting the Most out of Your Beryl Institute Conference Experience

By Janiece Gray / March 29, 2018

Our team can’t wait to meet up in Chicago for The Beryl Institute’s Conference coming up April 16-18th!  If you’ve…

Read More

It’s All about the Data: More Misunderstandings in Patient Experience

By Janiece Gray / February 21, 2018

I was recently asked: “What is the most frequently overlooked or misunderstood component of Patient Experience?” It didn’t take me…

Read More

Swimming with Alligators: More Misconceptions in Patient Experience

By Janiece Gray / February 7, 2018

I was recently asked “How long should healthcare organizations allow to effectively integrate a strong patient experience program across the…

Read More