Brenda was coming into work and a father, who was also entering the hospital, called out to her. Brenda stopped and the father shared with her that he and his family (wife and 2 children) have been in Columbus for about a month from Puerto Rico. His child needed a prescription filled. The medication bottle was in Spanish. Brenda took the time to listen to this father's story and quickly assessed that the family didn't have an appointment scheduled or even a provider here at Nationwide Children's.
Brenda didn't take the family to the information desk or redirect them somewhere else. Instead, she brought him back to the office with her and began to work with one of the Administrative Assistants to fully assess the patient and family's needs. She facilitated them in getting an appointment here. They probably spent about an hour and a half getting successfully scheduled with an appointment to get the child's needs met. This child not only needed the prescription filled, they needed to have their school nurse administer the medication. By taking the time to listen to the family, escorting them back to her office and facilitating getting the appointment scheduled, Brenda was able to help the family accomplish all of this.
This is a quality in Brenda that I admire, she really does take the time to meet an individual's needs, without regard for the "complexity" of the situation.