News & Blog

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The Unexpected Experience – Just Tell Me What to Do! Part 3

By Janiece Gray / December 7, 2016

We all have opportunities for improvement – sometimes it takes some time, but it is possible to make changes to…

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An Unexpected Experience – Just Tell Me What to Do!

By Janiece Gray / November 9, 2016

One of the things I love most is that pivotal moment when a group of staff or physicians  throw up…

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An Unexpected Experience – We interrupt this series…

By Janiece Gray / October 18, 2016

It truly was an unexpected experience although not the kind we have been discussing in this series… Last Spring, I…

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Empathy in an Unexpected Experience – A Patient’s Story

By Janiece Gray / September 28, 2016

We always knew we wanted three kids. I don’t know if we wanted to be outnumbered for some sick reason…

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An Unexpected Experience – Dealing with Duration

By Janiece Gray / September 14, 2016

“Are we there yet? “ “When are we going to be there?” If you took a road trip this summer…

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An Unexpected Experience – Let’s Go!

By Janiece Gray / August 16, 2016

Quick, name that game? Yes, it’s Monopoly and those who know me or knew me in my childhood and young…

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An Unexpected Experience – It’s All About the Flow…

By Janiece Gray / July 27, 2016

I love rivers. Growing up, our cottage was on a river in central Pennsylvania. Even though I now hail from…

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An Unexpected Experience – Waiting

By Janiece Gray / July 13, 2016

Ever been there? Go ahead, you can click on it. I sat there for 3 songs, and midway through the…

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Emergency Department

An Unexpected Experience – The Importance of the ED

By Janiece Gray / June 8, 2016

“Iceberg, right ahead!” Quick… name that movie! If you said “The Titanic”, you’re right! To this day, when I see…

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An Unexpected Experience

By Janiece Gray / May 25, 2016

It was an eventful night. What was supposed to be a straightforward two-hour flight from Nashville to Minneapolis turned into…

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Improving Communication: The Path to Performance

By Janiece Gray / October 14, 2015

“The shortest distance between two points is a straight line, Janiece!” My mother said this to me frequently as I…

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Improving Communication: The Puke or Shoot Continuum

By Janiece Gray / September 30, 2015

No one likes to be sick and let’s face it… puking is the worst. Second to that I guess, is…

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Improving Communication: A Word (or two) about Coaching

By Janiece Gray / September 16, 2015

What is a coach? Someone who supports you, someone who challenges you, someone who helps you improve? This picture was…

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Improving Communication: Key Strategies

By Janiece Gray / September 2, 2015

In the last blog I discussed the importance of paying attention to the basics and how that impacts physician communication…

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Improving Communication: Pay Attention to the Basics

By Janiece Gray / August 17, 2015

What do you notice about this bowl of M&Ms? It’s colorful, yes. Lots of primary colors, yes. Someone’s been eating…

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Service Culture Training: Sustaining & Supporting

By Janiece Gray / March 25, 2015

Organizations often believe that merely putting their staff through a training program about service will suffice for “fixing” their service…

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Service Culture Training: Implementing the Plan

By Janiece Gray / March 11, 2015

Instilling or re-shaping the service culture of your organization doesn’t happen overnight. In this series we are sharing some tips…

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Service Culture Training: Developing the Plan

By Janiece Gray / February 25, 2015

Shaping the service culture in a healthcare organization is not for the faint-of-heart. In this series we are providing practical…

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