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The Patient Experience Team at Southcoast Health works as a liaison between the patients, hospitals and physicians to address compliments, concerns, and feedback. We are here to assist patients and families to ensure that their experience with Southcoast Health is a consistent and superior one. We at Southcoast Health value and welcome your feedback. It’s an essential component to continuously improving quality of care, patient safety and overall service to you and our future patients. Learn more

Yinka, Executive Director, Service Excellence & Patient Experience

Professional background:

Patient Experience means More than medicine to me. Prior to joining Southcoast Health as the Director of Service Excellence and Patient Experience, my journey in health care started over nine years ago, working in New York City for the nation’s largest public healthcare delivery system.

In my previous role as a Care Experience Officer, I directed hospital-wide, metric-driven plans with a focus on performance improvement and patient experience. My background as a Lean facilitator drew me to the work in Patient Experience, as I am passionate about finding ways to improve the experience for both patients and healthcare providers.

As a seasoned professional with over 25 years of experience in leadership roles in consumer services, my strengths are in elevating the consumer experience, process improvement, operations and working with diverse groups.

What makes you More than medicine:

I strive to provide exceptional service to everyone I encounter. In health care, it is very important that patients, families and the community know they matter. Working at Southcoast Health, my team and I get to collaborate with departments across the system to create truly memorable experiences for every patient and their family. We get to reimagine ways to transform the way we deliver care.

Melissa, Patient Service & Experience Specialist

Professional background:

I graduated from the Massachusetts College of Pharmacy & Health Sciences in 2021 with a Bachelor’s degree in Healthcare Management. Prior to joining Southcoast Health in 2022, I worked as a Pharmacy Technician at Walgreen’s Pharmacy and Clinic Coordinator at Dana-Farber Cancer Institute. My passion for improving patient experience grew with each role as I learned how important it is to provide exceptional patient experience beyond medicine.

What makes you More than medicine:

Because of my professional training and personal experiences, I have always enjoyed helping people and being the voice for those who feel unheard. Here at Southcoast Health, I am able to work with a great team of people that are just as passionate as I am in shaping the overall experience for patients.

Rachael, Patient Service & Experience Specialist

Professional background:

Prior to becoming a Patient Service and Experience Specialist, I graduated with a Bachelor of Arts Degree in Psychology from Rhode Island College. I started my career in healthcare working in a dermatology practice. I enjoyed this specialty so much so that I followed several providers that I had great working relationships with to three other practices, including one of them being with Southcoast Health, over the course of 11 years. I have always enjoyed working with patients and assisting to improve on their experiences in the practices I worked at.

What makes you More than medicine:

I love working within this community and building strong, trusting relationships amongst my peers and the patients I have helped care for. Being well-rounded, having the ability to adapt to given situations, and looking at the bigger picture are qualities I hold that I feel are valuable in making the most positive patient experiences.

Contact The Service Excellence & Patient Experience Team

Southcoast Health System
Patient Experience Department

101 Page Street
New Bedford, MA 02740
Southcoast Health Feedback Line: 1-877-264-7244 (toll free)
E-mail: patientexperience@southcoast.org
Patient Feedback Form