Clara Ortiz
An older patient arrived in the Urology Department at Mount Sinai Union Square one morning and told Clara Ortiz, Front Desk Secretary, that he was there for his appointment.
The man seemed fragile and confused, and struggled to communicate. He handed Clara a paper that explained the nature of his visit. She informed him that he was on the right floor, but in the wrong department, and provided directions.
The patient did not seem to understand her instructions. At the same time, several patients were waiting to make follow-up appointments or check in. Clara asked them if it was all right if she left to personally take the patient to the right office.
Gregory Cicero was so impressed, he wrote a letter to the Urology Department commending Clara. “I have never seen such kindness in a medical facility before; it should be emulated throughout the profession,” he wrote. “This is not my first visit to Urology, and each time Clara has always gone above and beyond. She is truly an exemplary employee.”