{"id":16017,"date":"2025-06-19T19:33:50","date_gmt":"2025-06-19T19:33:50","guid":{"rendered":"https:\/\/test-southcoast-health-multi.southcoast-health.org\/?page_id=16017"},"modified":"2026-03-17T13:01:23","modified_gmt":"2026-03-17T18:01:23","slug":"service-excellence","status":"publish","type":"page","link":"https:\/\/www.southcoast.org\/pt\/service-excellence\/","title":{"rendered":"A Equipa de Excel\u00eancia de Servi\u00e7o e Experi\u00eancia do Doente"},"content":{"rendered":"<div  class=\"blockSettings  paddingTopSM paddingBottomMD heroBasicFluid darkTheme\" style=\"background-image:url(https:\/\/www.southcoast.org\/wp-content\/uploads\/2025\/06\/career_eras_tour_hero.webp);background-size:cover;background-position:center center;\"><div class=\"overlay\"><\/div><div class=\"container\">\n            <div class=\"grid\">\n            <div class=\"col-sm-12 col-bleed-y\">\n                <div class=\"Center\">\n                    <div class=\"breadcrumbsWrapper desktop-breadcrumbs\"><nav id=\"breadcrumbs\" aria-label=\"P\u00e3o ralado\"><ol><li><a href=\"https:\/\/www.southcoast.org\/pt\/\"><i class=\"fa-light fa-house\"><\/i><span class=\"visually-hidden\">In\u00edcio<\/span><\/a><\/li><\/ol><\/nav><\/div><div class=\"breadcrumbsWrapper mobile-breadcrumbs\"><p id=\"mobile-breadcrumbs\" class=\"mobile-back-nav\"><span><span><a href=\"#\" onclick=\"return handleBackNavigation();\"><i class=\"fa-solid fa-chevron-left back-arrow\"><\/i> Voltar<\/a><\/span><\/span><\/p>\t\t<script>\n\t\t\tfunction handleBackNavigation() {\n\t\t\t\tif (window.history.length > 1) {\n\t\t\t\t\twindow.history.back();\n\t\t\t\t} else {\n\t\t\t\t\twindow.location.href = 'https:\/\/www.southcoast.org\/pt';\n\t\t\t\t}\n\t\t\t\treturn false;\n\t\t\t}\n\t\t<\/script>\n<\/div>                <\/div>\n            <\/div>\n        <\/div>\n        <div class=\"grid align-center\">\n        <div class=\"col-sm-10\">\n            <div class=\"Center\">\n\n                    <div class=\"mainCopyWrap\">\n            <h1>A Equipa de Excel\u00eancia de Servi\u00e7o e Experi\u00eancia do Doente<\/h1>\n    <div class=\"paragraphWrap\"><p>A Equipa de Experi\u00eancia do Paciente da Southcoast Health serve de liga\u00e7\u00e3o entre pacientes, hospitais e m\u00e9dicos - abordando elogios, preocupa\u00e7\u00f5es e feedback. A sua opini\u00e3o ajuda-nos a melhorar os cuidados, a seguran\u00e7a e o servi\u00e7o para si e para os futuros pacientes.<\/p><\/div>    <\/div>\n    \n                \n            <\/div>\n        <\/div>\n    <\/div>\n<\/div>\n    <div class=\"cornerArtWrapper cornerArt-small\">\n        <img decoding=\"async\" class=\"cornerArt\" src=\"https:\/\/www.southcoast.org\/wp-content\/themes\/southcoast_multisite\/images\/corner-art.svg\" alt=\"\">\n    <\/div>\n<\/div>\n\n\n\n\n<div  class=\"blockSettings  paddingTopMD paddingBottomMD media-object-block light\" style=\"background-color:#f6f7f7;\"><div class=\"container\">\n\t<div class=\"grid\">\n\t\t<div class=\"col-sm-12\">\n\t\t\t<div class=\"inner image-right list-style-disc inner-bg\" style=\"background-color: #f6f7f7;\">\n\t\t\t\t<div class=\"copy\">\n\t\t\t\t\t    <div class=\"mainCopyWrap\">\n            <h2>Contactar a Equipa de Excel\u00eancia de Servi\u00e7o e Experi\u00eancia do Doente<\/h2>\n    <div class=\"paragraphWrap\"><p>Sistema de Sa\u00fade Southcoast<br \/>\nDepartamento de Experi\u00eancia do Doente<br \/>\n101 Page Street New Bedford, MA 02740<\/p>\n<p>Linha de Feedback da Southcoast Health: 1-877-264-7244<\/p>\n<\/div>    <\/div>\n        <div class=\"ctaWrap\">\n                    <a aria-label=\"liga\u00e7\u00e3o para nos enviar um e-mail\" class=\"mainCTA shadow light1\" href=\"mailto:patientexperience@southcoast.org\" target=\"_blank\" title=\"Abre o e-mail em uma nova guia ou janela\" rel=\"noopener noreferrer\">Enviar-nos um e-mail<span class=\"fa-regular fa-up-right-from-square\"><\/span><\/a>                    <a aria-label=\"liga\u00e7\u00e3o para o formul\u00e1rio de feedback dos doentes\" class=\"mainCTA shadow light1\" href=\"https:\/\/forms.southcoast-health.org\/southcoast-health-patient-feedback-form\/\" target=\"_blank\" title=\"Abre o formul\u00e1rio de feedback do doente num novo separador ou janela\" rel=\"noopener noreferrer\">Formul\u00e1rio de feedback do paciente<span class=\"fa-regular fa-up-right-from-square\"><\/span><\/a>            <\/div>\n    \t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<div class=\"images\">\n\t\t\t\t\t\t<img decoding=\"async\" class=\"single\" src=\"https:\/\/www.southcoast.org\/wp-content\/uploads\/2025\/06\/service_excellence_contact.webp\" alt=\"Group of five smiling employees wearing blue Southcoast Health shirts and ID badges in an office setting.\">\n\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\n\t\t\t<\/div>\n\t\t<\/div>\n\t<\/div>\n<\/div>\n<\/div>\n\n\n<div  class=\"blockSettings  paddingTopMD paddingBottomMD teamFluid light\" style=\"\"><div class=\"container\">\n    <div class=\"grid\">\n        <div class=\"col-sm-12\">\n            <div class=\"introCenter\">\n                    <div class=\"mainCopyWrap\">\n            <h2>Equipa de Experi\u00eancia do Doente<\/h2>\n        <\/div>\n                    \n            <\/div>\n        <\/div>\n    <\/div>\n\n    \n    <div class=\"teamContentWrap\">\n                    <div class=\"sliderArrows\">\n                <button class=\"prev-slide\"><i class=\"fa-light fa-chevron-left\"><\/i><\/button>\n                <button class=\"next-slide\"><i class=\"fa-light fa-chevron-right\"><\/i><\/button>\n            <\/div>\n        \n        <div class=\"grid  teamSlider sliderBleed\" data-slide-cols=\"5\" >\n                        \n                                <div class=\"col-6  col-grid\">\n                                                        <a href=\"#team-popup-1\" class=\"team-card-popup teamCardLink\" data-popup-id=\"team-popup-1\">\n                                    <div class=\"teamCard\">\n                                                                                    <div class=\"teamImage\">\n                                                <img decoding=\"async\" src=\"https:\/\/www.southcoast.org\/wp-content\/uploads\/2025\/06\/Olayinka-Oluwole-Yinka-Executive-Director-Service-Excellence-Patient-Experience.jpg\" alt=\"Team member\" \/>\n                                            <\/div>\n                                                                                <div class=\"teamCardBody\">\n                                                                                            <h2>Yinka<\/h2>\n                                                                                                                                        <p class=\"teamTitle\">Diretor Executivo, Excel\u00eancia de Servi\u00e7o e Experi\u00eancia do Doente<\/p>\n                                                                                                                                    <div class=\"learnMore\">\n                                                <i class=\"sc-icon sc-icon-green rotate-arrow fa-regular fa-arrow-up-right readMoreIcon\"><\/i> Saiba mais                                            <\/div>\n                                        <\/div>\n                                    <\/div>\n                                <\/a>\n                                <div id=\"team-popup-1\" class=\"team-popup-content mfp-hide\">\n                                    <div class=\"team-popup-inner\">\n                                        <h3><strong>Yinka<\/strong><\/h3>\n<p><strong>Experi\u00eancia profissional:<\/strong><\/p>\n<p>A experi\u00eancia do paciente significa mais do que medicina para mim. Antes de me juntar \u00e0 Southcoast Health como Diretor of Service Excellence and Patient Experience, o meu percurso nos cuidados de sa\u00fade come\u00e7ou h\u00e1 mais de nove anos, trabalhando em Nova Iorque para o maior sistema p\u00fablico de presta\u00e7\u00e3o de cuidados de sa\u00fade do pa\u00eds.<\/p>\n<p>Na minha anterior fun\u00e7\u00e3o como Care Experience Officer, dirigi planos de todo o hospital, orientados por m\u00e9tricas, centrados na melhoria do desempenho e na experi\u00eancia dos doentes. A minha experi\u00eancia como facilitadora Lean atraiu-me para o trabalho na \u00e1rea da Experi\u00eancia do Doente, uma vez que sou apaixonada por encontrar formas de melhorar a experi\u00eancia tanto dos doentes como dos prestadores de cuidados de sa\u00fade.<\/p>\n<p>Como profissional experiente com mais de 25 anos de experi\u00eancia em fun\u00e7\u00f5es de lideran\u00e7a em servi\u00e7os ao consumidor, os meus pontos fortes s\u00e3o elevar a experi\u00eancia do consumidor, melhorar processos, opera\u00e7\u00f5es e trabalhar com grupos diversos.<\/p>\n<p><strong>O que faz de si mais do que um medicamento:<\/strong><\/p>\n<p>Esfor\u00e7o-me por prestar um servi\u00e7o excecional a todas as pessoas com quem me cruzo. Nos cuidados de sa\u00fade, \u00e9 muito importante que os doentes, as fam\u00edlias e a comunidade saibam que s\u00e3o importantes. Ao trabalhar na Southcoast Health, eu e a minha equipa colaboramos com departamentos de todo o sistema para criar experi\u00eancias verdadeiramente memor\u00e1veis para todos os doentes e respectivas fam\u00edlias. Temos a oportunidade de reimaginar formas de transformar a maneira como prestamos cuidados.<\/p>\n                                    <\/div>\n                                <\/div>\n                                                <\/div>\n                                    <div class=\"col-6  col-grid\">\n                                                        <a href=\"#team-popup-2\" class=\"team-card-popup teamCardLink\" data-popup-id=\"team-popup-2\">\n                                    <div class=\"teamCard\">\n                                                                                    <div class=\"teamImage\">\n                                                <img decoding=\"async\" src=\"https:\/\/www.southcoast.org\/wp-content\/uploads\/2025\/06\/Patricia-Trish-Wollner-Manager-Service-Excellence-Patient-Experience.jpg\" alt=\"Team member\" \/>\n                                            <\/div>\n                                                                                <div class=\"teamCardBody\">\n                                                                                            <h2>Trish<\/h2>\n                                                                                                                                        <p class=\"teamTitle\">Diretor, Excel\u00eancia de Servi\u00e7o e Experi\u00eancia do Paciente<\/p>\n                                                                                                                                    <div class=\"learnMore\">\n                                                <i class=\"sc-icon sc-icon-green rotate-arrow fa-regular fa-arrow-up-right readMoreIcon\"><\/i> Saiba mais                                            <\/div>\n                                        <\/div>\n                                    <\/div>\n                                <\/a>\n                                <div id=\"team-popup-2\" class=\"team-popup-content mfp-hide\">\n                                    <div class=\"team-popup-inner\">\n                                        <h3><strong>Trish<\/strong><\/h3>\n<p><strong>Experi\u00eancia profissional:<\/strong><\/p>\n<p>Um excelente servi\u00e7o ao cliente e uma experi\u00eancia positiva para o doente s\u00e3o, na minha opini\u00e3o, as pedras angulares da sa\u00fade total. Apaixonei-me pelo trabalho na \u00e1rea da medicina h\u00e1 mais de uma d\u00e9cada. Antes de assumir o cargo de Gestor de Excel\u00eancia de Servi\u00e7o e Experi\u00eancia do Paciente na Southcoast Health, fui Diretor de Opera\u00e7\u00f5es Pr\u00e1ticas para instala\u00e7\u00f5es de cuidados urgentes da South Shore Health. O meu desejo de ajudar os doentes foi a for\u00e7a motriz que me levou a obter uma licenciatura em Psicologia antes da minha carreira profissional. Quando percebi que os cuidados de sa\u00fade eram a minha verdadeira voca\u00e7\u00e3o, obtive um Master of Business Administration (MBA) com especializa\u00e7\u00e3o em Gest\u00e3o de Cuidados de Sa\u00fade. Utilizo as intera\u00e7\u00f5es com os doentes e o feedback que recebo para melhorar o acesso das nossas comunidades aos cuidados de sa\u00fade e a autonomia em rela\u00e7\u00e3o \u00e0s suas necessidades de cuidados de sa\u00fade.<\/p>\n<p><strong>O que faz de si mais do que um medicamento:<\/strong><\/p>\n<p>Em todos os cargos que ocupei no sector dos cuidados de sa\u00fade, esforcei-me por obter uma experi\u00eancia e cuidados superiores para os pacientes. Tenho a sorte de fazer parte de uma equipa cujo principal objetivo \u00e9 ouvir, compreender e responder constantemente \u00e0s necessidades dos pacientes, a fim de melhorar a sua experi\u00eancia global e o seu conforto com os cuidados necess\u00e1rios.<\/p>\n                                    <\/div>\n                                <\/div>\n                                                <\/div>\n                                    <div class=\"col-6  col-grid\">\n                                                        <a href=\"#team-popup-3\" class=\"team-card-popup teamCardLink\" data-popup-id=\"team-popup-3\">\n                                    <div class=\"teamCard\">\n                                                                                    <div class=\"teamImage\">\n                                                <img decoding=\"async\" src=\"https:\/\/www.southcoast.org\/wp-content\/uploads\/2025\/06\/Tracey-Benson-Service-Excellence-Specialist.jpg\" alt=\"Team member\" \/>\n                                            <\/div>\n                                                                                <div class=\"teamCardBody\">\n                                                                                            <h2>Tracey<\/h2>\n                                                                                                                                        <p class=\"teamTitle\">Especialista em excel\u00eancia de servi\u00e7os<\/p>\n                                                                                                                                    <div class=\"learnMore\">\n                                                <i class=\"sc-icon sc-icon-green rotate-arrow fa-regular fa-arrow-up-right readMoreIcon\"><\/i> Saiba mais                                            <\/div>\n                                        <\/div>\n                                    <\/div>\n                                <\/a>\n                                <div id=\"team-popup-3\" class=\"team-popup-content mfp-hide\">\n                                    <div class=\"team-popup-inner\">\n                                        <h3><strong>Tracey<\/strong><\/h3>\n<p><strong>Experi\u00eancia profissional:<\/strong><\/p>\n<p>Antes de me juntar \u00e0 Equipa de Excel\u00eancia de Servi\u00e7o e Experi\u00eancia do Doente na Southcoast Health, fui Diretora do Programa SHINE para Cape Cod e as Ilhas. Nesta fun\u00e7\u00e3o, formei e geri um grande grupo de volunt\u00e1rios e, em conjunto, fornecemos informa\u00e7\u00f5es, aconselhamento e assist\u00eancia gratuitos sobre o seguro Medicare aos benefici\u00e1rios do Medicare e \u00e0s suas fam\u00edlias. Gostei de trabalhar com as popula\u00e7\u00f5es idosas e deficientes, prestando-lhes a assist\u00eancia necess\u00e1ria para serem bons consumidores e defensores de si pr\u00f3prios no dom\u00ednio das op\u00e7\u00f5es de seguro de sa\u00fade e dos programas de assist\u00eancia p\u00fablica.<\/p>\n<p><strong>O que faz de si mais do que um medicamento:<\/strong><\/p>\n<p>Sempre me senti atra\u00edda por ajudar as pessoas e defender os que t\u00eam vozes mais suaves. Prestar um servi\u00e7o excecional com empatia e compaix\u00e3o sempre foi importante para mim. Aqui na Southcoast Health, posso desempenhar um papel na presta\u00e7\u00e3o de uma experi\u00eancia \u00fanica de cuidados a cada vida que toco.<\/p>\n                                    <\/div>\n                                <\/div>\n                                                <\/div>\n                                    <div class=\"col-6  col-grid\">\n                                                        <a href=\"#team-popup-4\" class=\"team-card-popup teamCardLink\" data-popup-id=\"team-popup-4\">\n                                    <div class=\"teamCard\">\n                                                                                    <div class=\"teamImage\">\n                                                <img decoding=\"async\" src=\"https:\/\/www.southcoast.org\/wp-content\/uploads\/2025\/06\/Melissa-Svay-Senior-Patient-Service-Excellence-Specialist.jpg\" alt=\"Team member\" \/>\n                                            <\/div>\n                                                                                <div class=\"teamCardBody\">\n                                                                                            <h2>Melissa<\/h2>\n                                                                                                                                        <p class=\"teamTitle\">Especialista s\u00e9nior em servi\u00e7o e experi\u00eancia do doente<\/p>\n                                                                                                                                    <div class=\"learnMore\">\n                                                <i class=\"sc-icon sc-icon-green rotate-arrow fa-regular fa-arrow-up-right readMoreIcon\"><\/i> Saiba mais                                            <\/div>\n                                        <\/div>\n                                    <\/div>\n                                <\/a>\n                                <div id=\"team-popup-4\" class=\"team-popup-content mfp-hide\">\n                                    <div class=\"team-popup-inner\">\n                                        <h3><strong>Melissa<\/strong><\/h3>\n<p><strong>Experi\u00eancia profissional:<\/strong><\/p>\n<p>Eu me formei na Faculdade de Farm\u00e1cia e Ci\u00eancias da Sa\u00fade de Massachusetts em 2021 com um diploma de bacharel em Gest\u00e3o de Sa\u00fade. Antes de ingressar na Southcoast Health em 2022, trabalhei como T\u00e9cnico de Farm\u00e1cia na Walgreen's Pharmacy e Coordenador Cl\u00ednico no Dana-Farber Cancer Institute. Minha paix\u00e3o por melhorar a experi\u00eancia do paciente cresceu com cada fun\u00e7\u00e3o, pois aprendi como \u00e9 importante fornecer uma experi\u00eancia excecional ao paciente al\u00e9m da medicina.<\/p>\n<p><strong>O que faz de si mais do que um medicamento:<\/strong><\/p>\n<p>Devido \u00e0 minha forma\u00e7\u00e3o profissional e \u00e0s minhas experi\u00eancias pessoais, sempre gostei de ajudar as pessoas e de ser a voz daqueles que n\u00e3o se sentem ouvidos. Aqui na Southcoast Health, tenho a possibilidade de trabalhar com uma grande equipa de pessoas que s\u00e3o t\u00e3o apaixonadas como eu em moldar a experi\u00eancia geral dos pacientes.<\/p>\n                                    <\/div>\n                                <\/div>\n                                                <\/div>\n                                    <div class=\"col-6  col-grid\">\n                                                        <a href=\"#team-popup-5\" class=\"team-card-popup teamCardLink\" data-popup-id=\"team-popup-5\">\n                                    <div class=\"teamCard\">\n                                                                                    <div class=\"teamImage\">\n                                                <img decoding=\"async\" src=\"https:\/\/www.southcoast.org\/wp-content\/uploads\/2025\/06\/Cheyanne-Dill-Patient-Service-Experience-Specialist.jpg\" alt=\"Team member\" \/>\n                                            <\/div>\n                                                                                <div class=\"teamCardBody\">\n                                                                                            <h2>Cheyanne<\/h2>\n                                                                                                                                        <p class=\"teamTitle\">Especialista em servi\u00e7o e experi\u00eancia do paciente<\/p>\n                                                                                                                                    <div class=\"learnMore\">\n                                                <i class=\"sc-icon sc-icon-green rotate-arrow fa-regular fa-arrow-up-right readMoreIcon\"><\/i> Saiba mais                                            <\/div>\n                                        <\/div>\n                                    <\/div>\n                                <\/a>\n                                <div id=\"team-popup-5\" class=\"team-popup-content mfp-hide\">\n                                    <div class=\"team-popup-inner\">\n                                        <h3><strong>Cheyanne<\/strong><\/h3>\n<p><strong>Experi\u00eancia profissional:<\/strong><\/p>\n<p>Tive o prazer de fazer parte do Sistema de Sa\u00fade Southcoast desde 2021. Comecei minha jornada como Representante de Acesso ao Paciente no Hospital St. Luke's no Departamento de Emerg\u00eancia. Luke's no Departamento de Emerg\u00eancia. Durante esse tempo, conclu\u00ed meu bacharelado em Administra\u00e7\u00e3o de Servi\u00e7os de Sa\u00fade, o que me levou a uma posi\u00e7\u00e3o em Servi\u00e7os Financeiros ao Paciente. Estes \u00faltimos anos aumentaram o meu conhecimento e compreens\u00e3o da popula\u00e7\u00e3o diversificada que a Southcoast Health serve e o impacto que cada um de n\u00f3s tem na experi\u00eancia do paciente. Acredito que, independentemente da nossa posi\u00e7\u00e3o na Southcoast, estamos todos aqui para fazer a diferen\u00e7a e melhorar a experi\u00eancia do paciente.<\/p>\n<p><strong>O que faz de si mais do que um medicamento:<\/strong><\/p>\n<p>Tendo crescido no seio de uma fam\u00edlia de militares, tive o privil\u00e9gio de explorar diferentes regi\u00f5es do nosso pa\u00eds. Este facto proporcionou-me uma vis\u00e3o das v\u00e1rias origens culturais de que os indiv\u00edduos podem provir e a considera\u00e7\u00e3o que devemos ter na forma como isso afecta a medicina e os cuidados que cada um de n\u00f3s recebe. Estas experi\u00eancias deram-me a capacidade de ter uma vis\u00e3o da perspetiva do doente e de fazer com que cada voz seja ouvida.<\/p>\n                                    <\/div>\n                                <\/div>\n                                                <\/div>\n                                    <\/div>\n    <\/div>\n<\/div>\n<\/div>\n\n\n<div id=\"\" class=\"bannerFluidTwo paddingTopNone paddingBottomMD\">\n            <div class=\"container\">\n        \n        <div class=\"grid\">\n            <div class=\"col-sm-12 col-bleed\">\n                <div class=\"banner-content-wrap  light\" style=\"background-color:#e1f5fa; border-radius: 12px;\">\n                    \n                    \n                    <div class=\"banner-content container\">\n                            <div class=\"mainCopyWrap\">\n            <h2>O Pr\u00e9mio de Excel\u00eancia de Servi\u00e7o<\/h2>\n    <div class=\"paragraphWrap\"><p>O Pr\u00e9mio de Excel\u00eancia em Servi\u00e7os da Southcoast Health \u00e9 um reconhecimento mensal atribu\u00eddo a equipas ou departamentos que criam experi\u00eancias excepcionais, incorporando os comportamentos de servi\u00e7o fundamentais da organiza\u00e7\u00e3o. Este pr\u00e9mio baseia-se no feedback dos pacientes e destaca o empenho do pessoal em ir mais al\u00e9m na presta\u00e7\u00e3o de cuidados compassivos e centrados no paciente.<\/p><\/div>    <\/div>\n                                <div class=\"ctaWrap\">\n                    <a aria-label=\"link para saber mais sobre este pr\u00e9mio\" class=\"mainCTA shadow light1\" href=\"\/pt\/service-excellence\/award\/\" title=\"Abrir Saiba mais sobre este pr\u00e9mio\" >Saiba mais sobre este pr\u00e9mio<\/a>            <\/div>\n    \n                    <\/div>\n                <\/div>\n            <\/div>\n        <\/div>\n\n                <\/div>\n    <\/div>","protected":false},"excerpt":{"rendered":"","protected":false},"author":7,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_acf_changed":false,"footnotes":""},"class_list":["post-16017","page","type-page","status-publish","hentry"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.0 - 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