News & Blog

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When Improving Patient Experience is Free

By Pamela Hessler / November 28, 2018

Sometimes, improving the patient experience is free. And you have time to do it. There, I said it. Someone had…

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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…

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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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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…

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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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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…

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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…

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Access the Patient Experience Data: Options for Small, Medium, and Large Budgets Webinar

By Kevin Campbell / March 20, 2018

There is a lot of data to be tapped and analyzed to identify areas of opportunity for improvement of the…

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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…

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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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Navigating Care Transitions – Topic Call Today

By Janiece Gray / January 10, 2018

It’s not just because I’m in CA and will be driving over this bridge today that we chose to share…

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Sorry, There’s No Silver Bullet

By Janiece Gray / December 20, 2017

On a recent podcast I was asked: “What is the biggest misconception you find in healthcare organizations when they try…

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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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