EMHS

Amy Cotton, MSN, RN, FAAN

Vice President, Patient Engagement and Chief Experience Officer


Function

Amy’s responsibilities include elevating the patient experience within EMHS through a consistent approach to caregiving, ensuring we meet the expectations of our patients through an understanding of their needs. Amy will guide EMHS’ transformation of the patient experience within and across sites of care, and across the lifetime continuum of services, helping support our vision of becoming a national model of excellence in healthcare.

The road to here

Amy, a family nurse practitioner and fellow of the American Academy of Nursing, has provided patient care in hospital, family practice, nursing home, and homecare settings, as well as served on the boards of numerous Maine non-profit service organizations. Her 25 years of service and experience in healthcare has given her a unique understanding of the experience and expectations of patients and their families as they navigate complex health delivery systems. Previous to becoming vice president of patient engagement, Amy was director of Operations and Senior Service Quality for EMHS Continuum of Care. She served as a catalyst for developing and implementing an innovative quality model to improve patient care within EMHS long-term care settings. Amy is a national expert in chronic disease management and health needs of older adults and is the recipient of the International Honor Society of Nursing, Sigma Theta Tau’s Geriatric Nursing Leadership Award. She is a current Robert Wood Johnson Executive Nurse Fellow.

Guiding principle

Integrity and compassion are values that I intentionally seek to live out loud every day. I want to make a difference in the lives of all I touch and these principles guide me on that path, both in my personal and professional life.              
 

Proudest accomplishments

Choosing early in my career to make a difference in the lives of older adults and their family caregivers allowed me to understand the importance of individualized care, identify systems needing improvement to serve this population, and the importance of my role in influencing health policy to improve access to care for all vulnerable populations. Establishing the first nurse practitioner virtual primary care service for the elderly in Maine more than 15 years ago allowed me to meet the healthcare needs of patients in their homes, connect them with their trusted primary care provider they could no longer regularly see in an office setting, and support family and other caregivers to be a vital part of the care team. This required courage, resourcefulness, caring, innovation and bold action. Hearing from patients and those who cared for them how much of a difference I made over the decade I provided these services was humbling. This accomplishment was the catalyst for my pursuit of healthcare leader roles that had increasing influence and could truly make a positive difference in healthcare.           
 

What she’s trying to do

People trust EMHS health professionals to care for them at some of the most challenging and vulnerable moments in their lives – when they are feeling at their worst, stressed or worried. Patients ultimately define what exceptional healthcare service is and if they received it. I am passionate about delivering healthcare experiences that are consistently warm and welcoming, fostering a user-friendly delivery system that seeks out patient and family input in their care and supporting well equipped care team members to see “the person in the patient” at every touch point of care. My purpose is to serve patients and those who care for them by enhancing a culture of care delivery at EMHS that provides person-centered, safe, high-quality, and compassionate care every time.   
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