Our Medical Assistants, who are the first to greet patients as they enter the clinical area, are great listeners who often hear the “story behind the story.”
A great example of this occurred last fall at our North Andover office, when a patient of Dr. Tatiana Scott’s came in on an unscheduled visit.
The man told Medical Assistant Yomaira Diaz-Alvarado that he needed new prescriptions, because his medications had been destroyed. The reason? A house fire, that had taken not only his medical supplies, but most of his family’s belongings as well. Yomaira immediately notified Dr. Scott, who reissued the prescriptions. And that same day, as word spread of the family’s plight, a plan began to take shape among the staff to help with the family’s larger problems.
Aware that a school supply drive was under way throughout the practice, our North Andover team contacted Human Resources and requested that their donations be used to supply the hurting family’s three children with things they would need for the school year. HR quickly said yes, and the staff made a list of everything that was needed for the children, two boys and a girl, ages nine to thirteen.
After the items were purchased, there was some difficulty immediately contacting the family, but the father soon returned for an appointment. He was surprised and very grateful, says Site Manager Alicia Harvey, when presented with reams of paper, high-end calculators, back packs, pens, and coloring supplies.
In recognizing the thoughtfulness of the North Andover staffers at our recent Awards Night, Pentucket CEO John Sarro applauded their empathy and generosity.
“This is what makes our practice different,” he said. “This is the Pentucket Way.”