Sylvia Ortega, LPN

Sylvia demonstrates integrity each day, by showing respect to each Veteran she interacts with. This goes a long way with the population Sylvia works with. Many of the patients Sylvia interacts with have past trauma related to the military, which has caused a distrust in their healthcare providers. The respect she demonstrates has gone a long way to repair that trust. For transgendered patients, it can be challenging because sometimes their pronouns/names don’t match their outward appearance. Sylvia knows their preferred pronouns/names. This may seem like a small matter to most, but for the transgendered community, this has helped rebuild their trust in the healthcare system and makes them at ease when accessing healthcare.

Sylvia was part of the Women’s Health LPN team that implemented the Relationship Health and Safety Reminder, where female Veterans were screened for Intimate Partner Violence (IPV) prior to their PC provider appointment. Since the clinical reminder went live in September 2022, over 430 patients have been screened, and over 90 Veterans needed additional screening and/or resources. Sylvia is also responsible for the monthly patient care bulletin board in the Women’s Health Clinic.

Sylvia’s advocacy is truly remarkable. There was a Veteran who needed a sensitive exam by the provider. The Veteran was nervous about the exam. Sylvia has such a rapport with this Veteran that he would only agree to the exam if she could be in the room. Sylvia stayed late and assisted the provider, so the exam was completed without difficulty.

Her commitment to excellence is apparent when implementing clinical reminders, especially those that are sensitive and require a difficult conversation.