For more than 15 years, NaNa Mackie has served the information center of PPMC’s Emergency Department. As a unit clerk, she is often the first person patients see, the main point of contact for family members, and a helpful liaison for clinicians and staff. Since COVID-19 forced the ED to implement visitor restrictions, she has been working harder than ever to help patients and families feel connected and informed. Whether asking physicians for a patient’s latest vitals so she can share some concrete details with their spouse, or making sure a patient has access to a phone when their grandchild calls, Mackie is always willing to go the extra mile.
One family member was so impressed by Mackie’s resourcefulness and compassion that she left a voicemail for LeighAnn Mazzone, MSN, RN, CEN, nurse manager of the ED, singing her praises. “The patient’s niece said that NaNa’s presence over the phone was ‘spectacular’ and that she had the best phone etiquette and dedication to customer service she has ever experienced,” Mazzone said.
But Mackie, who is “humbled” and “honored” by this recognition, insists that it’s all just part of the job. “There’s a lot going on for these patients and families, but I can offer a bit of comfort and reassure them that we’re doing our best and that they will be taken care of,” she said. “I just try to make sure everyone is happy by the end of our interaction.”
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.