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06 Feb

Greetings from Phoenix

  • Posted by Janiece Gray
  • 0 Comments
  • AHA Rural Health Conference, Data Analytics, Patient Experience, Service Culture Training
While at the AHA Rural Health Conference, Janiece had the opportunity to get on a podcast talking about some of our work in patient experience and data analytics in those communities. Read more...
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09 Jan

Who is Responsible for Teaching Patient Experience to New Clinicians?

  • Posted by Pamela Hessler
  • 1 Comments
  • HCAHPS, Patient Experience
About a week ago, I was working from my local Panera Bread. Mostly I was trying to mind my own business and get a fairly large document written while enjoying some music and snacks. However, as I sat there, the table next to me started to fill up with about eight nursing students from one of the local universities. They were easy to spot in their branded scrubs proudly proclaiming they were part of the School of Nursing.I sat for a few minutes wondering what they might know about the types of work that we do at DTA Associates... read more...
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12 Dec

DTA Coaching Community – Interview with Rosalie Smith

  • Posted by Janiece Gray
  • 1 Comments
  • Coaching, Patient Experience
On the first Monday of every month, DTA convenes a community of Care Team Coaches from across the country. The purpose of these calls is for coaches who all use DTA’s Coaching Reporting Tool to share notes and learn from one another on their coaching journeys. On our most recent call, we were able to feature an interview with Rosalie Smith. Rosalie is a Patient Experience Representative at El Camino Hospital in Mountain View, California.Here’s a look at what Rosalie had to share with the group. Read more…
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28 Nov

When Improving Patient Experience is Free

  • Posted by Pamela Hessler
  • 0 Comments
  • Patient Experience
Sometimes, improving the patient experience is free. And you have time to do it. There, I said it. Someone had to…At my doctor's appointments, I do my best to take off my “patient experience hat” and absorb the appointments like a patient, not an observer. However, during a series of my early appointments, I noticed something glaring and realized the impact it was having on my personal patient experience. Read more...
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31 Oct

Provider and Patient Email Communication

  • Posted by Pamela Hessler
  • 0 Comments
  • Communication, Email, Patient Experience
“You should come in for an exam. TN”If this communication doesn’t make sense to you, don’t worry, you aren’t alone. This is a real and “complete” email that my husband received from his primary care physician earlier this year (just a note, her initials are TN and that is how she signed the email). We were both left scratching our heads trying to decipher the meat and potatoes of the note— “Does this mean my concern is a bigger deal than we realized? Is this a standard reply? What about all of the questions that I asked in my original email?”It really struck a chord with me about electronic communication between patients and providers. Read on…
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17 Oct

Getting to know the DTA Team: Pamela Hessler

  • Posted by Janiece Gray
  • 2 Comments
You know those people who you talk to for the first time, and it feels like you’ve known them for a long time? Well, that’s what it was like for me when I first picked up the phone and talked to Pamela Hessler. She was interested in a position with DTA and one of her first questions to me was, “Do I need to relocate to Minnesota?” As I recall, it was a frigid February morning and my answer was something like, “No, why would you ever want to do that?!” It turns out that even though they live in Baltimore, Maryland, Pamela’s husband is an avid Vikings fan, so he was very intrigued by the possibility! Now that Pamela has joined our team, we thought it would be fun to give you a chance to get to know her… Read more...
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03 Oct

Best Discharge Instructions Ever… When Things Do Go Right

  • Posted by Janiece Gray
  • 1 Comments
This past year we’ve been on a bit of an adventure with our eldest who’s been dealing with some ankle issues. It was at one of our last doctor appointments, with some pretty disappointing  news to a teenage girl who loves to run, that we had one of our best patient experiences in recent memory.   In the past few blogs, we’ve been talking about service recovery and when things don’t go right. This experience, which was not an ending that I would have predicted, made me shift gears to share a story of when things do go right! Read more...
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17 Sep

When Things Don’t Go Right

  • Posted by Janiece Gray
  • 0 Comments
  • Patient Experience, Service Recovery
Writing all of these blogs on Service Recovery and what happens when things don’t go right made me reflect on a missed opportunity I experienced recently. I had a special person in my life who needed to have surgery. Read more...
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24 Jul

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

  • Posted by Janiece Gray
  • 0 Comments
  • Healthcare Experience, Patient Experience
My last blog compared several travel experiences to healthcare experiences, and it generated so many emails and comments from those of you who read it, I thought I’d reach out to the person I know who travels the most, my Dad, for a few more examples of customer service stories that stuck out to him from all of his adventures. Read more...
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27 Jun

Stories from the Road

  • Posted by Janiece Gray
  • 1 Comments
  • Patient Experience
What phrases and stories have you heard that may be from outside of healthcare but have made an impact on you? Read more...
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