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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.

Trish, Manager, Service Excellence & Patient Experience

Professional background:

Excellent customer service and positive patient experience are, in my opinion, the cornerstones of total health. I fell in love with working in the medical field more than a decade ago.  Prior to my role as Manager of Service Excellence and Patient Experience at Southcoast Health, I was the Director of Practice Operations for urgent care facilities of South Shore Health. My desire to assist patients was the driving force behind my pursuit of a Bachelor of Science degree in Psychology prior to my professional career. When I realized that healthcare was my true calling, I went on to earn a Master of Business Administration (MBA) with a concentration in Healthcare Management. I use the interactions with patients and feedback I receive to enhance our communities access to care and autonomy over their health care needs.

What makes you More than medicine:

I have been driven to strive for superior patient experience and care in every position I have held in the healthcare industry. I am fortunate to be part of a team whose primary objective is to constantly listen to, comprehend, and respond to the needs of patients in order to enhance their overall experience and comfort with needed care.

Tracey, Service Excellence Specialist

Professional background:

Prior to joining the Service Excellence & Patient Experience Team at Southcoast Health, I served as the Director of the SHINE Program for Cape Cod and the Islands. In this role, I trained and managed a large group of volunteers and together we provided free Medicare insurance information, counseling and assistance to Medicare beneficiaries and their families.  I enjoyed working with the older adult and disabled populations, providing them with the assistance they need to be good consumers and advocates for themselves within the realm of health insurance options and public assistance programs.

What makes you More than medicine:

I have always been drawn to helping people and advocating for those with softer voices.  Delivering exceptional service with empathy and compassion has always been important to me. Here at Southcoast Health, I am able to play a role in providing a uniquely caring experience to every life I touch.

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.

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