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2016
Jun Jul/Aug Sept/Oct Nov/Dec Jan/Feb Mar/Apr
Champions Group Convened
Patient Advisory Focus Group Meetings
Care Team Coaching Resumes
Unexpected Workshop Sessions Begin
Train:Trainer Begins
Transition Workshops, Coaching
2015
Initial Workshops Completed
Training Designed, Videos Created, Champions Engaged
May/Dec
Internally led Coaching & Workshops
The perceptions, thoughts and feelings
that patients, families and visitors have
about everyone they encounter
and the care they receive
during their unexpected visit;
from the moment they arrive
throughout their care
- Regions Emergency Department
and even after they leave.
QuestionsListeningExplaining
Waiting
Treating as an Individual
Thanking
Maister, David; (1985) The Psychology of Waiting Lines. 1985.
Copyright 2017, DTA Associates, Inc.
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2016
ED Overall Rating and Willingness to Recommend Percentile
Overall Willingness to Recommend Linear (Overall) Linear (Willingness to Recommend)
