The Service Excellence and Patient Experience Team

Yinka

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

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

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

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.

Cheyanne

Professional background:

I have had the pleasure of being apart of the Southcoast Health System since 2021. I began my journey as a Patient Access Representative at St. Luke’s Hospital in the Emergency Department. During this time, I completed my bachelor’s degree in Health Services Administration, which then led me to a position in Patient Financial Services. These past few years have grown my knowledge and understanding of the diverse population Southcoast Health serves and the impact each of us makes on the patient experience. I believe, no matter our position at Southcoast, we are all here to make a difference and improve the patient experience.

What makes you More than medicine:

Growing up in a military family I had the privilege of exploring different regions of our country. This has provided me with insight to various cultural background’s individuals may come from and the consideration we must take in how this impacts medicine and the care we each receive. These experiences have given me the ability to take a view from the patient perspective and make each voice feel heard.