Two staff members recently have joined the Patient Experience team, Susan Coe, senior vice president, chief experience officer for UM Shore Regional Health, has announced. Elizabeth Flair began as the new patient experience advocate in early September. Although new to Patient Experience, Flair is not new to Shore Regional Health; most recently, she served nearly three years as front office coordinator for the Clark Comprehensive Breast Center, and prior to that position, she worked for Walid Kamsheh, MD at Shore Neurology and Sleep Medicine. Emily Uyttewaal, RN, who works part-time at the UM SRH Ambulatory Surgery Center, will be providing additional per diem support as a patient experience advocate.
According to Jo Anne Thomson, director, Patient Experience, the patient experience advocates will focus on “service excellence and management of the grievance process, including identifying grievance patterns and communicating with our management team to make improvements throughout the organization.”
In addition to Flair and Uyttewaal, Christine Clarke, director, leadership and organizational development for Human Resource Services of University of Maryland Medical System, will be returning to UM Shore Regional Health in a new position on the Patient Experience team, service excellence coach and trainer, in early October (Clarke’s return will be covered in a future issue of Compass.)
Flair, who has lived on the Eastern Shore since childhood, is a Washington College graduate and recently completed her MBA specializing in Health Care Management from Western Governors University. “I am excited to have the opportunity to use my education and experiences in support of the Patient Experience program at Shore Regional Health,” Flair says. “I am very passionate about supporting patients and their loved ones to resolve any issues they encounter, and about contributing to initiatives that will enable staff across our organization to provide the best experience possible for those we serve.”
The Patient Experience office hours are Monday-Friday, 7:30 a.m. – 4:00 p.m. The office is located in the suite shared with Human Resources off the main lobby in UM Shore Medical Center at Easton. “We also are planning regular office hours at Shore Medical Centers at Chestertown and Dorchester and those hours will be announced soon,” says Thomson.
The Patient Experience team is here to support you! Contact information is as follows:
Patient Experience Advocate Elizabeth Flair 410-829-5095 or ext, 5828
Director, Patient Experience Jo Anne Thomson ext. 5724
Chief Experience Officer Susan Coe 443-804-5627
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