News & Blog

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Provider and Patient Email Communication

By Pamela Hessler / October 31, 2018

“You should come in for an exam. TN” If this communication doesn’t make sense to you, don’t worry, you aren’t…

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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…

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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…

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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…

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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…

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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,…

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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…

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Where to Start?

By Janiece Gray / January 24, 2018

It seems like this season is full of good intentions, new beginnings, and great ideas. This is never truer than…

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Progress in Patient Experience: The Patient Experience Policy Forum

By Janiece Gray / November 29, 2017

I’m really excited about the work I’m seeing in the sphere of public policy as it relates to patient experience.…

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Patient Experience ≠ Patient Engagement: Clearing up the Confusion

By Janiece Gray / November 7, 2017

DTA Associates isn’t just about patient experience strategy and planning, service culture training, and coaching. A significant aspect of our…

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From the Frontline –A Selfish Reason to be Thankful

By Janiece Gray / October 11, 2017

I kid you not, last week a dear friend texted me this: “I’m trying a new thing for my soul…

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From the Frontline – An IT Person in Patient Experience-Land

By Kevin Campbell / August 30, 2017

I have this thing that happens to me every now and again where out of nowhere, my stomach suddenly starts…

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From the Frontline – Two Words to Avoid “Good Luck!”

By Janiece Gray / May 31, 2017

It happened again: two words that bug me because I never know what to say in return…I was leaving a…

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From the Frontline – Upcoming Webinar: A Practical Approach to Achieving Patient and Family-Centered Care

By Janiece Gray / May 10, 2017

I’ve shared a bit about the book our team put together this year entitled “Beyond CAHPS – A Guide for…

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Fresh from the Front…

By Janiece Gray / March 21, 2017

[vc_row][vc_column][vc_column_text]Earlier this week I had the pleasure of presenting at The Beryl Institute’s PX2017 Conference in Denver. As an added bonus,…

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From the Frontline

By Janiece Gray / February 16, 2017

To the gentleman who sneezed on me on last week’s Wednesday night flight home from St. Louis, I say “thank…

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The Unexpected Experience – It’s a Journey… Not a Destination

By Janiece Gray / January 25, 2017

Recently, I had a relative message me on Facebook about an experience he was having with an immediate family member…

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The Unexpected Experience – You can’t make this stuff up…

By Janiece Gray / January 12, 2017

When I phoned home from California I was greeted with this question from my 7-year old: “Mommy I hurt my…

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