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Southcoast Health Patient & Family Advisory Council

The Southcoast Health Hospital’s Patient & Family Advisory Council (PFAC) provides a vehicle for improved communication among patients, families and staff. Serving as an advisory resource to administration and trustees, the council discusses and reports on issues concerning the greater South Coast community to improve the reach and quality of care.

The Southcoast Health’s Patient and Family Advisory Council Seal ensures the councils active involvement and endorsement in developing and shaping Southcoast Health’s programs, services, and initiatives.

We are currently recruiting for members

If you are interested in being a part of the discussion, apply online today to join the Southcoast Health Patient & Family Advisory Council.

Benefits of PFAC

  1. Transformation of the hospital culture toward patient-family centered care
  2. Patient and families have an increased awareness and understanding of the health care system
  3. Incorporating the feedback from the advisors leads to improved patient satisfaction
  4. The PFAC provides two-way communication between the hospital’s operation and clinical team and the patients and families we serve.
  5. It is a great opportunity to listen to and honor the patient and family perspectives and choices.
  6. Patients, families, health care practitioners, and health care leaders collaborate in policy and program development, implementation, and evaluation; in facility design; in professional education; as well as in the delivery of care.

Our Mission & Goals

The PFAC’s goal is to act as a “consumer advisory group” and serve as a link between Southcoast Health Hospitals and the communities we serve. The PFAC seeks to provide a voice for patients and families about the way in which care is delivered and to discuss concerns about care, quality and access.

The PFAC’s goal is also to champion family participation in hospital care and decision-making and gather information about significant issues and trends to be considered by hospital administration and staff in its policy-making, program development and staff training and education. The PFAC also helps advise Southcoast Health on community-based education needs to better inform the public about how to play an active role in their health care.

PFAC Membership

Southcoast Health’s PFAC consists of up to 24 members, with at least 50 percent of the representation coming from the community.

The PFAC is co-chaired by someone from the community, such as a former patient or a family member, and by someone from Southcoast Health, such as an administrator, trustee or physician. Others are invited to attend the PFAC meetings, depending on the topics or issues to be discussed. Community membership is on a volunteer basis.

The PFAC meets on the fourth Monday of every month, except in July and December. The committee also meets via conference call the second Monday of each month.

Current Members

Below is a list of our sitting Community Council Members:

Name:Michelle Bullock
Hometown:Swansea, MA
Professional background:K -12 Teacher; Trainer in Psychological Education
Personal Interests/Community Affiliations:Volunteer at Swansea town events; Enjoys Zumba and distance running.
Why they joined PFAC:My elderly family members received care at Southcoast Health and I wanted to give back in return for the care they were given.
Tenure on Council:Since 2016
Name:Kathleen Campanirio
Hometown:Taunton, MA
Professional background:RN, BSN, and MBA in management with 25 years’ experience in many specialties;
30-year Vice President at a healthcare information systems company, consulting, installing, training and selling software systems; Former healthcare coordinator at Headstart; Trained and supported 100 clinical staffers for VNA on medical record software; General Manager of for-profit subsidiary, HSI, of the VNA of Providence
Personal Interests/Community Affiliations:AARP driver’s ed trainer in MA and FL; Provides Medicare D education for seniors and works with Medicare Affiliates (BFAC) to educate seniors on Medicare services, patient empowerment and partnership; Enjoys traveling, computers, and supporting special needs adults; AAUW scholarship chair and Secretary
Why they joined PFAC:My experiences caring for my husband, Leo, with his terminal illness and my special needs son, my retirement and my background in healthcare and process management.
Tenure on Council:Since 2010 (Founding member)
Name:Melanie Cordeiro
Hometown:Fall River, MA
Professional background:Marketing Director for The Cordeiro Group – Insurance, Real Estate & Philanthropy
Personal Interests/Community Affiliations:Commissioner, Licensing Board City of Fall River
Member, Southcoast Health’s President’s Council
Member, Rotary Club of Greater Fall River
Board Member, Southcoast Insurance Agents Association
Why they joined PFAC:To assist in the improvement of the quality of care for patients and families who use Southcoast Health’s hospitals and services.
Tenure on Council:Since 2021
Name:Den DeMarinis
Hometown:New Bedford, MA
Professional background:Director of Day Services at Lifestream, Inc.
Personal Interests/Community Affiliations:Chairperson, Commission for Citizen’s with Disabilities Member; Southcoast Health Community Benefits Council
Why they joined PFAC:My past experiences with the health system and a need to try and make a difference.
Tenure on Council:Since 2016
Name:Pam Ellis
Hometown:Mattapoisett, MA
Professional background:Non-profit office management; Software product management; Informal educator
Personal Interests/Community Affiliations:Leadership Southcoast Alumni Committee member; Enjoys water activities and biking.
Why they joined PFAC:My passion for quality of care, recognizing improvement opportunities based on my own health and family experience.
Tenure on Council:Since 2015
Name:Joan Menard
Hometown:South Dartmouth, MA
Professional background:Started career in customer service and support in tech; Higher education; Transitioned to healthcare in 2008; Project management, training and consulting
Personal Interests/Community Affiliations:Trustee of the Dartmouth Public Libraries; Member of the DNRT and Helfand Community Garden; Supports and participates at the Marion Institute and Round-the-Bend Farm; Personal interests include music, reading, food and nutrition and sustainable living.
Why they joined PFAC:Just as the decline of company paid pensions prompted individuals to take control of their own retirement funding, the Affordable Care Act has created an environment where individuals will be best served by increasing their role in their own healthcare. I want to help patients be successful by sharing what I’ve learned about healthcare through my work with doctors, executives and staff at hospitals, and also in an outpatient primary care setting.
Tenure on Council:Since 2015
Name:Sandi Montour
Hometown:New Bedford, MA
Professional background:Partner Experience Director in the technology sector; Project Management Professional (PMP), Lean Six Sigma
Personal Interests/Community Affiliations:Southcoast Health Community Benefits Advisory Council, St. Luke’s Emergency Department volunteer, Little Free Library steward, Leadership Southcoast alumni, EforAll mentor

 

Avid traveler (50 states, 50 countries, 5 continents – so far), photographer and hiker.

Why they joined PFAC:To further serve the community and improve the healthcare experience for all
Tenure on Council:Since 2018
Name:Brian O’Hare
Hometown:Dartmouth, MA
Professional background:Marketing and Sales manager with over 35 years of experience in start-ups and large, global firms in the hi-tech, consumer, and commercial and industrial goods and services; Launched and manages a sales, marketing and management process improvement consultancy
Personal Interests/Community Affiliations:Board Member of a homeless shelter; Elected City official; Volunteer with My Brother’s Keeper; Member of the Dartmouth Harbor Development Committee; Active runner, cyclist and hiker.
Why they joined PFAC:Brian became interested in patient advocacy after a very positive experience at the St. Luke’s Emergency Department.
Tenure on Council:Since 2017
Name:Bonnie Pearson
Hometown:Wareham, MA / Boca Raton, FL
Professional background:25-year background in hospitality and sales and marketing for several hotel corporations throughout the US; industrial software sales and real estate development
Personal Interests/Community Affiliations:Co-Director and Organizer for Acupuncture for Veterans Inc. a 501(c) 3 nonprofit dedicated to providing acupuncture and acupressure services and clinics for veterans in the Southeast Florida community. Volunteered with Changing Lives of Boca Raton, Inc. a 501(c) 3 nonprofit offering services to the homeless in the Boca Raton, Florida area.
Why they joined PFAC:Interested in giving back in the community and work with team members to assist Southcoast Health to better reach out and assist the needs of patients and family members. Utilize my involvement in volunteering with non-profit organizations, as well as personal and family healthcare experiences.
Tenure on Council:Since 2021

The Southcoast Health Council Members are listed alphabetically below:

  • Nitya Bitthairi, MD, Hospitalist, Southcoast Health
  • Caitlyn Botelho, Patient Service & Experience Specialist
  • William Burns, Executive Director, External Affairs & Planning, Southcoast Health
  • Kimberley Coon, Executive Director of Hospital and Medical Staff Services, Southcoast Health
  • Jadene Elden, VP Revenue Cycle, Southcoast Health
  • Jeffrey Lawrence, MD – Senior Vice President, Chief Transformation and Innovation Officer and Physician-in-Chief for Primary Care
  • Traci McNeil, Executive Director, Brand, Southcoast Health
  • Lauren Melby, Executive Director, Operations, Southcoast Health
  • Yinka Oluwole, Director of Service Excellence and Patient Experience, Southcoast Health
  • Ana Paz, Patient Service & Experience Specialist
  • Jacqueline Somerville, PhD, RN, Senior Vice President, Chief Nursing Officer, Southcoast Health
  • Dilip Sthapit, MD, Hospitalist, Southcoast Health
  • Robert Swann, Vice President Operations, Associate Chief Nursing Officer, St. Luke’s Hospital
  • Beth Sylvia, Director, Patient Access, Southcoast Health
  • Michele Wakeman, Associate Chief Nursing Officer, Tobey Hospital
  • Emma Wilkinson, Manager, Service Excellence & Patient Experience
  • Seanna Zimmerman, RN, Director Emergency Services, St. Luke’s Hospital

Governance Structure & Previous Activities

For relevant information about PFAC governance and the impact we’ve already had on our community, view our by laws or download:

Reporting

Issues and trends deemed as significant or urgent by the PFAC will be brought to the attention of senior administration and Southcoast Health’s Quality Steering Committee. An update on PFAC activity will be a standing agenda item for the Quality Steering Committee of Southcoast Health Hospitals Group. PFAC updates will be included in Quality Steering Committee minutes and available to the Board of Trustees via the Board Quality Committee.

Contact Us for More Information

We welcome questions and suggestions about Southcoast Health’s Patient & Family Advisory Council. Please email patientexperience@southcoast.org. If you have any concerns and compliments regarding the service you received as a patient, please call the Southcoast Health Hotline at 877-264-7244 or complete our  feedback form.

Join PFAC

If you are interested in joining PFAC, please complete the form below. All information submitted on this form will remain confidential. Once accepted into Southcoast Health Patient & Family Advisory Council, members names are published on Southcoast Health’s website and contact information is shared with other PFAC members.

Your application will be shared with Southcoast Health leaders and community council members as part of our application process. Information submitted on this form will otherwise remain confidential.