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North Pavilion: Expanding Access and Elevating Care in Central Massachusetts
When the North Pavilion opened in January 2025, it immediately expanded critically needed access to health care in Central Massachusetts. The 72-bed facility at UMass Memorial Medical Center’s University Campus eased overcrowding, reduced wait times and provides patients with private, modern rooms.
“The North Pavilion could not have fit better into our mission to improve the health of everyone in our region,” said Justin Precourt, RN, DNP, President of the Medical Center.
Central Massachusetts has fewer hospital beds and physicians per capita than most of the state, at a time when demand for health care is rising. The North Pavilion is helping close that gap: transfer request declines dropped from about 35% to just 6% — an 80% improvement.
“When the opportunity presented to purchase the former Beaumont Skilled Nursing Facility and create 72 inpatient beds with expanded radiology services, it was a no-brainer,” Justin said. “At under $200 million — a remarkable figure for our region — the project stands as both a much-needed expansion and a financially responsible investment.”
Care that Feels Better
“The technology in the North Pavilion allows us to care for patients in new ways,” said Michelle O’Rourke, DNP, Chief Nursing Officer at the Medical Center. “Every patient room has access to our electronic Intensive Care Unit (eICU). If a patient deteriorates, a remote ICU physician can connect immediately and guide the bedside team.”
Families are already seeing the impact. One patient’s daughter shared, “You immediately feel a calmness as you enter. All staff are courteous and ready to do whatever is needed with a smile.”
“Recent HCAHPS [Hospital Consumer Assessment of Healthcare Providers and Systems] survey scores show that we are truly hitting the mark,” said Alicia Wierenga, Senior Director of Patient and Family-Centered Services at the Medical Center.
Cristin Zanella, Director of Patient and Family Experience at the Medical Center, noted that the Medical Center exceeded its FY25 goals in several areas, including nurse and doctor communication and responsiveness to patients’ concerns. “While digital tools like patient apps and virtual family meetings help, the real difference is our caregivers themselves — explaining clearly, listening with respect, and showing empathy,” she said.
The North Pavilion has further elevated the patient experience, ranking in the top 10% of Massachusetts hospitals for several HCAHPS measures, including: Nurses Listen Carefully to You, Cleanliness of Hospital Environment, Staff Describe Medicine Side Effects, and Ability to Rest as Needed. It also achieved top 1% rankings for the measures Courtesy of the Person Cleaning the Room and Quality of Food.
Cleanliness across all campuses is highest at the North Pavilion. “Our Environmental Services team is knocking it out of the park,” said Alicia. “It’s not just that the building is new — our staff take real pride in keeping it a place where patients and families immediately feel cared for and welcomed.”
Investing in the Community
Another important aspect of the North Pavilion is that it is the first major capital project at UMass Memorial Health to intentionally support local, women- and minority-owned businesses through our Anchor Mission — our commitment to leveraging our business, economic and intellectual resources to improve the health and economic well-being of Central Massachusetts communities.
The project created nearly 500 jobs, directed $19 million locally, and showcases more than 200 works by Central Massachusetts artists. About 60% of contracts went to Worcester-owned businesses, and more than 20% of the construction workforce live in Worcester.
“We were transparent in how we evaluated contractor proposals, including if they were a locally owned workforce,” said Kathleen Hylka, Vice President, Facilities and Support Services, UMass Memorial Health. “We saw this as an opportunity to overlay our Anchor Mission values, and we were thoughtful in local hiring and collaboration with smaller local businesses.”
“I am a lifelong Central Mass resident,” Michelle added, “and I feel very passionate about being able to provide care to our local community, so families don’t have to go outside of our community to receive care. They can get it in their own backyard.” •
