New faces and roles in the Service Excellence and Performance Improvement Department focus on making BWFH a great place to work and receive care

Exceptional Experience is the goal of the Service Excellence and Performance Improvement Department led by Kae Santos as Director. As a department, the group aims to improve the experience here at BWFH for all patients, families and employees. Now with the introduction of three new roles, the department is primed to achieve its goals.

Claire Massero has been promoted to Performance Improvement Manager. Massero will lead the Performance Improvement team and work directly with senior leadership to support BWFH’s strategic goals through facilitation of major projects and the use of performance improvement methodologies. One of her future areas of focus is designing how to build the performance improvement capabilities of the organization through training and coaching.

Massero says of her new challenge, “I am very excited for the opportunity to grow the Performance Improvement team and the impact we are able to have on improving the patient experience here at BWFH. I look forward to working with and learning about additional areas of the hospital to enhance the care we provide.”

Jaimie Paolucci, LICSW, joins the team as the Patient Family Relations Manager. She comes to BWFH from McLean Hospital where she worked in the Older Adult Inpatient Unit providing case management services to patients. She holds a master’s degree in Social Work from Boston University.

Paolucci says it is the opportunity to impact a larger and more diverse patient population that drew her to BWFH. “I want to expand my skill set and work within a larger organizational setting,” she says. “I’m excited to work with patients and families, providing support and fielding their concerns. I’m also here to support our frontline staff, who are here working their hardest to provide the best possible care and service for their patients.”

As Patient Family Relations Manager, Paolucci will be very involved with both the Patient and Family Advisor Council (PFAC) and the Ethics Committee. She will also be available to support patients and their families as they navigate BWFH. “Patients and families can come to me with any and all concerns, from the care that they received to interactions with staff to lost belongings. Really the whole gamut of things from start to finish. And if there is anything I can help them navigate once they are back in the community, I’m happy to do that as well,” she says.

Mary Beth Dynan, who was previously Partners Epic Clinical Operations Manager, has taken on the role of Service Excellence Manager. In this newly created role, Dynan will manage Volunteer Services and Interpreter Services and will work to support hospital initiatives that enhance the patient and family experience.

Dynan says of her new challenge, “The patient and family experience is so important to BWFH. Our interpreters and volunteers play important roles in that experience and I’m excited to work with them and with the patients. I’m very happy for the opportunity to remain with the BWFH family!”

For Santos, having Massero, Paolucci and Dynan in her department means leveraging their deep knowledge and expertise in improving the patient experience. She says, “I’m very excited to have Claire, Jaimie and Mary Beth on my team. They are such caring and compassionate people, and their roles are very important as we continue to advance our culture of service excellence and patient- and family-centered care. We are truly lucky to have them as part of the Faulkner family.”