At DTA Associates, patient satisfaction in healthcare is a passion, and helping organizations improve the patient experience is a core skill. DTA has time-tested, demonstrated expertise improving patient-centered healthcare in leading hospitals, clinics, and other healthcare organizations. We specialize in a streamlined, efficient approach that builds core capabilities within your unique culture. Read what our clients have to say and then get in touch to get started transforming your outcomes.
PATIENT EXPERIENCE CONSULTING. PROVEN RESULTS.
Develop a Roadmap for Success
Whether you’re just getting started or your organization has hit a wall trying to improve patient satisfaction in healthcare, DTA can help you find a clear path to improved results. Starting with a comprehensive organizational assessment, we customize a roadmap with recommendations, technology and processes tailored to your current status and future objectives. This goal of every roadmap is that it’s rooted in our years of healthcare experience and is highly understandable and actionable for your organization.
Develop Customized Service Culture Training
DTA offers customized patient experience consulting, not off-the-shelf solutions. We help organizations train all their staff in key principles of customer service in health care. We help you create and customize service culture training sessions that reflect your healthcare organization’s culture and needs. Our “train-the-trainer” programs have been successful in building the kind of internal capacity that leads to consistent improvement in patient-centered health care.
Create a Patient & Family Advisory Council (PFAC)
One of the best ways to transform your patients’ experiences into improved patient-centered healthcare is through a Patient & Family Advisory Council (PFAC). DTA makes it easy for you to create a PFAC, starting with a facilitated session to determine your organizational objectives. We then help create charters and assist with patient recruitment as well as facilitator training.
Find a Patient Experience Vendor Partner
Evaluating vendors to administer CAHPS and other required surveys can be a daunting, time-consuming task. DTA can help you through the entire process of vendor evaluation and selection in a compressed timeline – as short as six weeks from engagement to decision. We conduct a thorough process that complements your internal team and amplifies patient experience objectives at all points of the process: Stakeholder interviews, organizational assessments, writing RFPs, developing evaluation tools, facilitating onsite presentations, checking references, and final decisions.
We can also assist with the implementation process if a transition decision is made. For those that want to take it to the next level, we have specific expertise working with organizations that employ an Enterprise Data Warehouse for more enhanced analysis of their patient experience survey data.
Shadow Coaching for Health Care Providers
In addition to tackling your organization-wide service culture, we provide individual, customized care team coaching for staff, leaders, and health care providers. Our coaching reporting tool enables coaches to maximize efficiency while providing custom plans and reports for those coached. It also preserves the 1:1 coaching relationship, but allows for aggregated cohort data to drive improvement. In addition to shadow coaching we have a unique training program, as well as “train-the-trainer” component that teaches your staff to lead it for ongoing refresher courses and continuity.
Other Patient Experience Consulting
In addition to the capabilities detailed above, DTA offers a wide array of consulting services related to patient satisfaction in healthcare. Ask us about our symposiums for healthcare leaders, physicians and staff. We reveal the essential behaviors key to improving patient experience.
Beyond CAHPS: A Guide for Achieving Patient and Family-Centered Care (You can use this code to receive 20% off at checkout: MB331242)
“Our collective hope is that we are distinguished in our communities by having a patient-centered experience for patients and families. This requires that our culture honors individual preferences and values education, resulting in optimal clinical outcomes and allowing patients to restore their overall health and well-being.”
—TOMI RYBA, PRESIDENT AND CEO, EL CAMINO HOSPITAL
“My job was empowered from the onset because of the good work with DTA that began before I arrived. I inherited a culture that was prepared to continue to make strides for the Patient Experience. DTA worked with me to integrate concepts into operations and performance improvement as well as identify champions on both campuses. I was also fortunate to have an unbiased sounding board as I oriented at El Camino.”
—RJ SALUS, DIRECTOR, PATIENT EXPERIENCE, EL CAMINO HOSPITAL
“DTA has very knowledgeable staff that have walked in our shoes. They are not only aware of the key issues and initiatives around patient experience but they are very helpful in providing roadmaps and tools to enable us to be successful after their consulting is over.”
—JEFF WICKLANDER, PRESIDENT, NORTH MEMORIAL MEDICAL CENTER
“The DTA team quickly became part of the staff. They create a very comfortable environment in which staff and patients feel safe and respected. Their follow-through and reporting is excellent and they keep the process moving. DTA Associates exceeded my expectations.”
—RICHELLE JADER, RN, BSN, MHA, DIRECTOR OF EMERGENCY SERVICES, REGIONS HOSPITAL
“I’ve really enjoyed becoming involved with DTA. Initially I was hesitant to be coached for fear of being criticized. However, the experience is very much the opposite. All of the feedback is positive, and only helps you to build on your strengths. I personally am passionate about the message DTA is giving because I feel they teach you basic communication skills you can use in your everyday conversations. The DTA staff are not only experts at what they do, but are kind, funny, personable people. I am very appreciative of the knowledge, guidance, and opportunities this experience has provided me!”
—DAISY NELSON RN, REGIONS HOSPITAL
“As a member of the patient experience team, and a coach at regions hospital, I have had the honor of spending a lot of time with the DTA team. They are an inspiring bunch, and I am better for our time together.”
—BLAKE SOUTHARD ERT, REGIONS HOSPITAL
Interested in exploring accelerating your patient experience performance for your organization or department? Please fill in your contact information for more details on our patient experience consulting services.