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University of Maryland Upper Chesapeake Health (UM UCH) has appointed Jo Anne Thomson, MN, RN-BC, CPXP, as vice president of patient experience. Thomson comes to UM UCH after 21 years at University of Maryland Shore Medical Center in Easton, also a University of Maryland Medical System hospital. For the past six years she served as director of patient experience, where she expanded the role to include strategic direction, leadership and regional oversight for improving the patient experience. She implemented a comprehensive service excellence approach called HEART that focused on several areas including team building and supporting and sustaining a culture of caring and accountability. Thomson also led “best practice” initiatives such as rounding, bedside shift report, employee recognition, service recovery and discharge. In addition, she leveraged technology to support and enhance patient experience in such areas as interpretative services and connecting patients and familie

United statesUniversity of marylandJo anne thomsonPatient experience instituteDalhousie university in halifaxUniversity of maryland shore medical centerHealthcare leaders instituteBeryl instituteMaryland patient safety centerDalhousie universityUniversity of maryland upper chesapeake healthUniversity of new brunswickAmerican nurses credentialing centerRoberth smith school of businessUniversity of maryland shore regional healthUniversity of maryland medical system