DTA Coaching Community – Interview with Pamela Hessler, CPXP
If you’re a regular reader of our blogs, you know by now that on the first Monday of every month,…
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An Unexpected Part 2: Who is Responsible for Teaching Patient Experience to New Clinicians?
Well, I did it again… I eavesdropped and then interrupted a table full of people who were just trying to…
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Lots to Say…
One of my earliest memories was when I was 3 years old and my mom and her friend and I…
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DTA Coaching Community- Interview with Richelle Jader
As you probably know by now if you’ve been following our blogs over the past several months, on the first…
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Fresh Perspectives from a Recent Patient Experience
And I’m back…. As I shared in the fall, my husband and I were expecting our first baby, and good…
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Greetings from Phoenix
This week Kevin Campbell and I had the opportunity to be in the unfortunately-not-so-sunny-or-warm Phoenix area for the AHA Rural…
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Who is Responsible for Teaching Patient Experience to New Clinicians?
About a week ago, I was working from my local Panera Bread. Mostly I was trying to mind my own…
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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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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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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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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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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…
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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…
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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…
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