Small Dose, Big Impact: The smile that changed a patient’s day

A smile can literally turn someone's entire day around. That's the power of human connection.

It may seem like a tiny gesture, but for one patient, it meant the world. She submitted the following compliment:

I was over at Guest Relations at the Ellison Building and I want to give Taffy my highest compliment. Yesterday, when I went in for my mammogram, she made my day. She was sitting at the desk and she gave me the most pleasant and friendly smile, I can't even explain it. I was stressed with the parking and the appointment, but when I approached her at the desk, her pleasant appearance and smile was so genuine. It made my day, lessened the pain [and] made me so relaxed. I really appreciated it.

Taffada 'Taffy' Lacy is a guest relations associate at the Lawrence J. Ellison Ambulatory Care Center. She greets patients, helps with wayfinding and is a general problem-solver. Her job is critically important as one of the patient's first impressions during their clinic experience. The job requires strong communication and listening skills, and a good dose of empathy. And this isn't even the first time a patient has written or called in about Taffy's warm spirit.

"Knowing that something as simple as a smile could make a difference in a patient's day makes my day," says Taffy. "That’s exactly why I come to work every day: to help people feel a little more at ease, especially when they’re going through something stressful. It’s an honor to be even a small part of someone’s comfort during moments like these."

The Small Dose, Big Impact series recognizes employees who take the extra step, however tiny, to make meaningful connections with patients. Better health takes more than health care. Believe in better.

Visit our Believe in Better Moments landing page to read additional stories about team members providing fantastic care to our patients.