News & Blog

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DTA Coaching Community – Interview with Pamela Hessler, CPXP

By Pamela Hessler / September 12, 2019

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?

By Pamela Hessler / August 1, 2019

Well, I did it again… I eavesdropped and then interrupted a table full of people who were just trying to…

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Podcast: Care Team Coaching for Health Care Professionals

Lots to Say…

By Pamela Hessler / July 16, 2019

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

By Pamela Hessler / June 26, 2019

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

By Pamela Hessler / May 29, 2019

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

By Janiece Gray / February 6, 2019

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?

By Pamela Hessler / January 9, 2019

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

By Janiece Gray / December 12, 2018

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

By Pamela Hessler / November 28, 2018

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

By Pamela Hessler / October 31, 2018

“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

By Janiece Gray / September 17, 2018

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….

By Janiece Gray / August 8, 2018

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)

By Janiece Gray / July 24, 2018

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

By Janiece Gray / June 27, 2018

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

By Janiece Gray / January 10, 2018

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

By Janiece Gray / November 7, 2017

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

By Kevin Campbell / August 30, 2017

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!”

By Janiece Gray / May 31, 2017

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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