Jack McNally and Rohene Dhanraj
“Putting yourself in the patient’s place and treating each patient as you would want a family member to be treated,” are behaviors that have guided Jack McNally’s work for 10 years as a security officer at New York Eye and Ear Infirmary of Mount Sinai.
That commitment, Jack says, creates an outstanding patient experience. At NYEE’s recent Town Hall meeting, Jack was recognized as a recipient of the Eye Hear You’re Great award. He was nominated by Rohene Dhanraj, Patient Care Representative.
In addition to verifying the identity of everyone entering the hospital and protecting the hospital by monitoring security cameras inside and outside the building, Jack’s job involves welcoming patients and directing them to the correct location. Wayfinding, he says, is particularly helpful to new patients who have never been to the hospital before and arrive anxiously awaiting a medical procedure. “Patients feel reassured when they see me there to help them as they walk in,” he adds.
Recently, a patient who previously had undergone surgery on one eye and was returning to have the same procedure performed on the other eye, told Jack how relaxed he made her feel the first time. “That meant a lot to me,” he says.