DTA Coaching Community – Interview with Rosalie Smith
On the first Monday of every month, DTA convenes a community of Care Team Coaches from across the country. The…
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When Improving Patient Experience is Free
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
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
“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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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…
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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…
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It’s Hard for Me to Say I’m Sorry….
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)
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
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!
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
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
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
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
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?
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
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
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
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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