Each morning when Melissa Lapa, lab services coordinator, arrives to work at Penn Medicine Lancaster General Health Ephrata, she greets the construction team, who are currently completing a facility expansion project. “The construction takes place overnight, so our team often sees the project team finish up before patients begin to arrive.”
On a mid-November morning, Lapa’s morning routine took a unique turn when she noticed a sparks coming from an outlet box. Lapa was credited for quickly alerting the construction team and containing the situation.
“Melissa is very level headed and has a lot of experience, which makes her great at her patient-facing role. Because of her quick response, she was able to prevent a much larger issue from arising,” said Anthony Crerand, regional director of operations, northern region.
By being present and committed, Lapa was able to not only prevent a large fire, but she was also able to assist in helping reschedule patients at a nearby lab, allowing them to receive the care they needed.
“This is just an example of how Melissa shows up each day to serve our patients, for which I am grateful,” Crerand said.
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.