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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

Emma Wilkinson, Patient Service & Experience Specialist

Professional background:

I attended Salve Regina University and obtained my bachelor’s and master’s degree in Healthcare Administration and Management, graduating in 2019. Prior to working on the Patient Experience team, I completed two internships with Southcoast Health’s Brand and Strategy Division. I officially started at Southcoast Health soon after graduation, as a Patient Relations Specialist.

What makes you More than medicine:

I wanted to make a positive impact on patient’s lives, and felt the healthcare field was the best place for me!  Working for Southcoast Health I am able to make a difference for our patients which is most important to me. Finding ways to improve the patient’s experience and seeing it come to fruition is the greatest reward. I also have the great privilege to be part of a valuable mentorship with Kimberley Coon, Director of Medical Staff Services. This allows me to grow professionally, and enhance my skills to better serve the organization.

Hometown: Westport, MA

Caitlin Botelho, Patient Service & Experience Specialist

Professional background:

I began working at Southcoast Health in 2020 as a Patient Service & Experience Specialist, engaging with patients and their families to ensure that they have exceptional and consistent experiences while partnering with colleagues system-wide. I hold a Master of Arts in Sociology from East Tennessee State University (ETSU) as well as a Bachelor of Arts in Sociology and Psychology from Bridgewater State University. Prior to joining the Southcoast Health Team, I worked in subsidized housing for low-income residents who were elderly and disabled and instructed sociology courses, and conducted research at ETSU.

What makes you More than medicine:

Because of my professional training and personal experiences, I am empowered to work alongside colleagues so that we can continue fostering a caring and fair environment for all who seek our services. It is an honor to help those in need and gratify knowing that I have made a difference in others’ lives. As a constant learner-not only from literature but from the patients and families I serve daily, it has been genuinely rewarding to work for Southcoast Health. A Southcoast Hospital welcomed me into this world and has cared for my loved ones on many occasions, and I couldn’t be prouder to give my passion and commitment back to this community and healthcare system. 

Hometown: Fall River, MA

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)
Patient Feedback Form