Patient Jani James with Santino Garcia

Santino Garcia, a patient care coordinator, considers himself a lifelong learner, especially when it comes to professional development. So, when he found it challenging to explain the referral process to patient Jani James in an understandable way, he was determined to find new ways of conveying such information.

Working with Carla Moscoso, Director of Practice Operations, Mount Sinai Doctors-Astoria, Santino developed a new awareness of potential barriers in effective communication, and was able to put that understanding into action.

As a result, Ms. James is now his biggest fan. She told Carla that Santino was an “asset” and a “true gem.” She adds, “Staff like Santino make a huge difference. I do not have enough words to praise him.He is outstanding, phenomenal.”

And she conveyed these feelings to Santino in a holiday card.

“Thank you for your understanding, kindness, and care,” she wrote. “You are wonderful, with a heart full of love.”

Santino is bursting with pride. “My goal is to demonstrate the Mount Sinai values to every patient, especially empathy. Each patient is unique, however, and has different needs. It is my job to adapt accordingly so that I can provide the very best patient experience for each one.”

Jenny Ma

Jenny Ma, Clinical Assistant in the Department of Otolaryngology at The Mount Sinai Hospital, is modest. But, given the praise accorded her by patients and colleagues, she could easily boast.

Jenny has been with the department for almost four years, working with Fred Lin, MD, Assistant Professor, Otolaryngology, in the Sleep Surgery Program.

She recently helped a patient solve a frustrating problem with insurance for his continuous positive airway pressure (CPAP) machine.

In a letter to top leaders of the Mount Sinai Health System, including Kenneth L. Davis, MD, President and Chief Executive Officer, the patient commended Jenny for her “high degree of patience, attention, and professional consideration” and hoped her “exemplary service” would be recognized.

Lyudmila Milman, PA, MPH, Administrator, Otolaryngology, says that “going above and beyond” is typical of Jenny’s work ethic. “She has a lot on her plate but always takes the time to listen to her patients’ concerns.”

Dr. Lin agrees, citing Jenny’s patience and compassion. Jenny feels that this approach just comes naturally. “I put my heart out there for patients; it makes me happy to help them solve their problems and gives me a wonderful sense of satisfaction.”

Virginia Pasumbal

Virginia Pasumbal, a nursing assistant at the New York Eye and Ear Infirmary of Mount Sinai, is a 15-year veteran of the Mount Sinai Health System who, according to Min Jeon, Nursing Manager of the Ambulatory Eye Clinic, is a “magnificent” employee, “caring and compassionate,” who always has ideas for improving the patient experience.

For example, waits can be extended in the clinic, as many patients get eye drops that must take effect before examinations, and afterward, patients wait until their vision is back to normal before leaving.

Virginia can sense when patients are hungry, and in the past would run to the cafeteria to get them something to eat. (Now, snacks are readily available in the waiting area.)

She is also attuned to patients who may benefit from consultation with the social services team or a chaplain.

Virginia says she wants every patient to feel important and special. Her approach is simple: “Patients’ needs vary, and I want to be sensitive to each one,” she says. “I want to be a calming presence for our patients and just make sure they feel cared for and safe.”

From left, Aimée Dahan-Sheridan, Macdonald “Mac” Dailey, RN, and Talullah.

Aimée Dahan-Sheridan, a project manager at The Mount Sinai Hospital, was walking through Union Square on a recent afternoon, taking her 15-year-old daughter, Talullah “Tae” to an appointment, when they spotted a man who had stolen Tae’s cellphone the day before.

Aimée and Tae ran after him, yelling for help, but could not catch up. Suddenly, a tall young man joined the chase.

The hero-to-be was Macdonald “Mac” Dailey, RN, who works in the Cardiac Catheterization Laboratory at Mount Sinai Beth Israel. Mac was out for a lunchtime walk when he heard the commotion. He says he stopped the suspect by “leaning in,” as he learned to do on the football field growing up, and held him against a wall until the police arrived a few minutes later.

Aimée was overwhelmed by Mac’s bravery and his willingness to get involved. Just as important, she was moved by his compassionate and caring nature. “He just wanted to make sure Tae was OK. He was so concerned about her.”

Aimée was able to give Mac a hug, but he quickly took off, because he did not want to be late to work.

“I was concerned no one would believe my story,” he jokes. “But seriously, I did not think twice. Someone was in trouble, so I went on automatic pilot.”

Lydia Clark-Sumpter, MSN, PNP, RN

Lydia Clark-Sumpter, MSN, PNP, RN, has worked in the Infusion Suite at Mount Sinai St. Luke’s since July 2018. Patients are continuously praising Lydia, according to Toby Bressler, PhD, RN, OCN, Director of Nursing, Oncology and Clinical Quality, Mount Sinai Health System: “She is extremely skilled, nothing rattles her. And patient centeredness is her priority.”

A patient explained recently, “Lydia is so calm and professional, she has given me enormous confidence. I feel like I can ask her anything. She is truly an example of great health care.”

Lydia, who has been an RN for 23 years and in the Oncology field for 12, says it is important for patients to know someone is listening.

“Empathy is key. What health care providers might perceive as small concerns are big ones for patients.” And Lydia wants to make sure her patients are as comfortable as possible when getting treatment.

“I try to pamper my patients in the Infusion Suite. In fact, some of them don’t want to leave!”

Jenny Liu

Jenny Liu is a senior analyst on the Interface Integration team, a group that facilitates patient care by marrying data programs with clinical applications.

Her work on an initiative that helps physicians care for patients with sickle cell disease (SCD) earned her the Information Technology Department “Be Patient Centric” award in December.

“The Sickle Cell Information Exchange solves a vexing problem,” says Jeffrey Glassberg, MD, Director of the Comprehensive Program for Sickle Cell Disease, Icahn School of Medicine at Mount Sinai. “It allows us to coordinate patient care across the city and across institutions.”

Jenny was a driving force in the program’s success, says Anand Ramaswamy, Associate Director of the Integration team.

“Her perspective of the problem and flawless execution of the required tasks facilitated effective communications among all teams.”

Jenny is modest. “This is a team effort, she says. “Personally, I am happy to enhance the patient experience by helping physicians provide our patients with the best care possible.”