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Meet the UM Health-West Hospital PFAC

Prudence Castine

Prudence brings a global perspective to the Patient Family Advisory Council. Originally from Australia, she lived in in Japan and Poland during high school before earning a bachelor’s degree in education from Macquarie University in Sydney in 2013.

She moved to the United States and married, and today works with her husband in the family business, managing employees and serving customers.

As a UM Health-West patient since 2017, she enjoys serving on the PFAC as a way to connect with the organization, share her experiences as a patient and give back to the community. Prudence appreciates the opportunity to learn about health care in the United States while offering her perspective on how UM Health-West serves its patients.

Gerri Goulet

With a background in sales, insurance and the legal industry, Gerri recognizes the value of effective communication and cultural understanding – a belief reinforced by her experience as a tutor in an English as a Second Language program.

She sees the PFAC as an opportunity to give back, by sharing the level of trust she developed through years of excellent experiences with UM Health-West caregivers. As someone versed in medical terminology and social issues, she believes good communication is essential to put patients and families at ease during difficult situations.

Gerri is grateful for the confidence instilled by her relationships with UM Health-West caregivers and she wants to help others understand the services, dedication and excellent care available to them.

Michelle Utykanski

Michelle applies an extensive background in customer service to her role as UM Health-West’s specialist in risk management and patient relations.

A University of Michigan graduate, she moved to Grand Rapids to complete her master’s degree in health administration at Grand Valley State University. Her participation on the PFAC provides valuable insight for her role ensuring patients have excellent experiences with UM Health-West.

Michelle is grateful for the opportunity to hear directly from patients and community members as they discuss their expectations, navigation and experience in health care. She sees the PFAC as an innovative way to gather feedback and collaborate in real time so UM Health-West can continue to raise the standards of excellence.

William Wilson

A U.S. Marine Veteran and Aquinas College graduate, William honed his customer service skills in a 36-year career at Lake Michigan Credit Union. He believes in applying that same focus at UM Health-West to make sure each patient is valued.

After his discharge from the Marines in 1969, he married his wife of 50 years, also an Aquinas graduate, and they raised two sons. While volunteering at UM Health-West, he saw opportunities to put patients more at ease and improve their experience. The PFAC provides a forum to discuss these enhancements.

William has served for two years on the PFAC and appreciates that his ideas are given serious consideration. Every discussion puts a focus is on the patients and their experience.