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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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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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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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21 Mar

Fresh from the Front…

  • Posted by Janiece Gray
  • 0 Comments
  • Emergency Department, Patient Experience, Service Culture Training
The results of this frontline team’s work, and moreover their sustainment of those results in the department long after our DTA team had left, are truly something to be proud of. You can download the full case study about the Regions ED and learn about their tremendous success there. Read more...
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25 May

An Unexpected Experience

  • Posted by Janiece Gray
  • 0 Comments
  • ED, ED-CAHPS, Emergency Department, Patient Experience
This blog series will highlight various aspects of patient and families unexpected experiences in the Emergency Department. Read more...
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25 Mar

Service Culture Training: Sustaining & Supporting

  • Posted by Janiece Gray
  • 0 Comments
  • Patient Experience, Service Culture
Organizations often believe that merely putting their staff through a training program about service will suffice for “fixing” their service culture. Training – in and of itself – is necessary, but insufficient. There are no “quick fixes” to help instill a culture of service throughout the organization. Read more...
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11 Mar

Service Culture Training: Implementing the Plan

  • Posted by Janiece Gray
  • 0 Comments
  • Patient Experience, Service Culture
Instilling or re-shaping the service culture of your organization doesn’t happen overnight. Once you have determined your approach and developed the plan customized to your organization, then you get to the really fun part – implementing and realizing the plan throughout the organization! Read more...
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25 Feb

Service Culture Training: Developing the Plan

  • Posted by Janiece Gray
  • 0 Comments
  • Patient Experience, Service Culture
Shaping the service culture in a healthcare organization is not for the faint-of-heart. Once you've determined your approach and secured the required funding, the next step is to develop your plan. Read more...
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