Sanlly Helena, a medical assistant in the Harron Lung Center, often uses her ability to speak Spanish to help patients in the Center’s ambulatory practices. Earlier this year, she was able to put this skill to use when she reached out to help a patient in a whole new setting.
Helena was volunteeering at the check-in table for the COVID-19 vaccine clinica at the Perelman Center. A nearby employee overheard her speaking Spanish on a phone call and asked for help. A patient who had come in for her second shot was trying her best to speak English, with a very thick accent. Her daughter had come for the first shot but couldn’t for the second.
Helena jumped in to help. “I thought of my own parents — I translate for them at their appointments,” she said.
It turned out that, like Helena, the patient was from the Dominican Republic. “The accent is undeniable!” she said. “I walked with her through the whole appointment until she came to the monitoring station,” she said. Then, Helena connected with the nurse who was monitoring patients and also explained to the patient why she needed to stay — and how long. She even helped her set a timer on her phone.
“She thanked me,” Helena said, adding that when she had to come in alone, she was “hoping someone would speak Spanish.”
The simple gesture made a world of difference.
At Penn Medicine, we all aspire to be Difference Makers who represent the Penn Medicine Experience (PMX) in action. PMX sets a consistent standard across all of our entities and work locations to make every touchpoint an opportunity to build enduring connections with patients, families, visitors and colleagues, which is a foundational part of the UPHS Success Share program.
Do you have a Difference Maker on your team? If so, let us know! Email sally.sapega@pennmedicine.upenn.edu.