UM Upper Chesapeake Health Appoints First Vice President of Patient Experience




Cassandra Crowe-Jackson comes to UM UCH from University of Colorado Health


University of Maryland Upper Chesapeake Health (UM UCH) has appointed Cassandra Crowe-Jackson, MBA, its first vice president of patient experience.


In this new position, Crowe-Jackson will drive and foster a culture of patient and family centered care and service excellence by identifying internal and external best practices for the patient experience.


“We are so fortunate to have Cassandra Crowe-Jackson join our team,” said Lyle E. Sheldon, FACHE, president/CEO of UM UCH. “Our goal is always to provide the best possible patient experience. Cassandra’s work with health systems across the country will enable us to enhance and grow the patient experience at University of Maryland Upper Chesapeake Health.”


Crowe-Jackson has more than 20 years of leadership experience in health care, with the last 13 being in service excellence and patient experience. Most recently she served as senior director of the Office of Patient Experience for University of Colorado Health.


She has also served as director of service excellence at St. Agnes Medical Center in Fresno, Calif.; director of service excellence and patient relations at Banner Baywood Medical Center and Banner Heart Hospital in Mesa, Ariz.; community relations coordinator at Legacy Emanuel Children’s Hospital in Portland, Ore.; director of public relations and marketing at Northeast Medical Center in Concord, N.C.; and vice president of marketing at Home Care of the Carolinas/Alliance Medical, Inc.


Dedicated to maximizing patient and family experiences and the ultimate quality and level of their care, Crowe-Jackson has been the driving force behind multiple hospitals and medical centers being recognized for superior operational and service excellence.


She led an organization to achieve and maintain a 90th percentile patient experience performance and moved another from the 30th percentile to the 75th percentile in Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) composites. Crowe-Jackson has also conceptualized, implemented and hardwired highly successful patient and staff-centered initiatives such as Life Stories, Partners in Caring, employee recognition, service recovery process, purposeful patient rounds and discharge phone calls. In addition, she has also utilized technological advancements to enhance staff efficiencies and patient experience improvements.


Crowe-Jackson holds a Master of Business Administration from Pfeiffer University and a Bachelor of Arts in management from University of Phoenix. She is a member of several professional organizations including American College of Healthcare Executives, National Association of Health Services Executives and Society of Healthcare Relations.



About University of Maryland Upper Chesapeake Health
In December 2013, Upper Chesapeake Health became University of Maryland Upper Chesapeake Health. It consists of the University of Maryland Upper Chesapeake Medical Center and the Patricia D. and M. Scot Kaufman Cancer Center in Bel Air and the University of Maryland Harford Memorial Hospital in Havre de Grace. The leading health care system and largest private employer in Harford County, UM Upper Chesapeake Health offers a broad range of health care services, technology and facilities to the residents of northeastern Maryland. Visit for more information.

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