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For Immediate Release June 06, 2017

University of Maryland Shore Regional Health has announced that Jo Anne Thomson, director of Patient Experience, and Elizabeth Flair, patient advocate, have both achieved certificates in patient advocacy, according to Susan Coe, senior vice president, Human Resources and Patient Experience.

The Certificate in Patient Advocacy is awarded by The Beryl Institute, which is the global community of practice dedicated to improving the patient experience through collaboration and shared knowledge. As an international organization based in Dallas, Texas, The Beryl Institute defines patient experience as "the sum of all interactions, shaped by an organization's culture, that influence patient perceptions across the continuum of care."

Earning the Certificate in Patient Advocacy requires completion of the Patient Experience Institute's seven "body of knowledge" courses as well as courses in Introduction to Patient Advocacy and Management of Complaints and Grievances.

Thomson also has been awarded the Certificate in Patient Experience, which requires the completion 15 courses in the body of knowledge for Patient Experience, and also completed the Patient Experience Leaders Forum four-day leadership course. Most recently, she completed all requirements to become one of just 407 certified patient experience professionals (CPXP) worldwide. The CPXP designation also is awarded by PXI.

“Achieving the prestigious CPXP designation requires completing rigorous and in-depth study of the many complex aspects of the patient experience and what drives satisfaction or dissatisfaction among patients and also their family members,” says Coe. “We are excited that Jo Anne’s achievement enables her to bring the highest level of expertise and knowledge in this field to all of Shore Regional Health’s patient experience initiatives.”

According to Jason A. Wolf, president, Patient Experience Institute, "The recipients of this certification represent a visionary, thoughtful and committed group of individuals focused on changing the landscape of healthcare for the better. As the patient experience movement grows, we recognize the important contribution professionals attaining certification as CPXPs will have.”

Jo Ann Thomson, CPXP, Director of Patient Experience, UM Shore Regional Health

Elizabeth Flair, Patient Advocate, UM Shore Regional Health