Provider and Patient Email Communication
“You should come in for an exam. TN” If this communication doesn’t make sense to you, don’t worry, you aren’t…
Read More
Best Discharge Instructions Ever… When Things Do Go Right
This past year we’ve been on a bit of an adventure with our eldest who’s been dealing with some ankle…
Read More
When Things Don’t Go Right
Writing all of these blogs on Service Recovery and what happens when things don’t go right made me reflect on…
Read More
More Stories from the Road – By Janiece Gray (with help from Jim Mock)
Ever since I was a little kid, I wanted to do two things when I grew up: I wanted to…
Read More
Stories from the Road
Last week I covered a lot of ground…only I covered it from the air. With flights to and from California,…
Read More
Swimming with Alligators: More Misconceptions in Patient Experience
I was recently asked “How long should healthcare organizations allow to effectively integrate a strong patient experience program across the…
Read More
Where to Start?
It seems like this season is full of good intentions, new beginnings, and great ideas. This is never truer than…
Read More
Progress in Patient Experience: The Patient Experience Policy Forum
I’m really excited about the work I’m seeing in the sphere of public policy as it relates to patient experience.…
Read More
Patient Experience ≠ Patient Engagement: Clearing up the Confusion
DTA Healthcare Solutions isn’t just about patient experience strategy and planning, service culture training, and coaching. A significant aspect of…
Read More
From the Frontline –A Selfish Reason to be Thankful
I kid you not, last week a dear friend texted me this: “I’m trying a new thing for my soul…
Read More
From the Frontline – An IT Person in Patient Experience-Land
I have this thing that happens to me every now and again where out of nowhere, my stomach suddenly starts…
Read More
From the Frontline – Two Words to Avoid “Good Luck!”
It happened again: two words that bug me because I never know what to say in return…I was leaving a…
Read More
From the Frontline – Upcoming Webinar: A Practical Approach to Achieving Patient and Family-Centered Care
I’ve shared a bit about the book our team put together this year entitled “Beyond CAHPS – A Guide for…
Read More
Fresh from the Front…
[vc_row][vc_column][vc_column_text]Earlier this week I had the pleasure of presenting at The Beryl Institute’s PX2017 Conference in Denver. As an added bonus,…
Read More
From the Frontline
To the gentleman who sneezed on me on last week’s Wednesday night flight home from St. Louis, I say “thank…
Read More
The Unexpected Experience – It’s a Journey… Not a Destination
Recently, I had a relative message me on Facebook about an experience he was having with an immediate family member…
Read More
The Unexpected Experience – You can’t make this stuff up…
When I phoned home from California I was greeted with this question from my 7-year old: “Mommy I hurt my…
Read More
The Unexpected Experience – Just Tell Me What to Do! Part 3
We all have opportunities for improvement – sometimes it takes some time, but it is possible to make changes to…
Read More- « Previous
- 1
- 2
- 3
- Next »