Provider and Patient Email Communication

  • Posted by Pamela Hessler
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“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…

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...

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...

When Things Don’t Go Right

  • Posted by Janiece Gray
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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...

It’s Hard for Me to Say I’m Sorry….

  • Posted by Janiece Gray
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In the realm of Patient Experience, service recovery is not a concept that I’ve been naturally drawn to over the years. I think it’s because service recovery comes into play when things go wrong. I’d prefer to focus my energies and efforts on the positive and preventative side of the equation, trying to make sure that the situations in need of an apology (or “recovery”), don’t have to occur in the first place. Read more...

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

  • Posted by Janiece Gray
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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...

Stories from the Road

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

Getting the Most out of Your Beryl Institute Conference Experience

  • Posted by Janiece Gray
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Our team can’t wait to meet up in Chicago for The Beryl Institute’s Conference coming up April 16-18th! If you’ve never been to this conference or if you’re planning to attend, we wanted to share a bit about what we like best about this event and how to make the most of your time there. We thought it would be fun to share a little bit from each of our perspectives. Read more...