Changing lives by creating a positive patient experience

Jodi Bracken
Medical Assistant
Penn State Health Medical Group – Cornerstone

“We have patients who come in here and are being seen for an array of things, and you don’t know what they’re facing,” says Jodi Bracken, emphasizing the importance of seeing patients for more than just their medical condition. “They may need the smile on your face more than you realize. And by giving them that, they may leave in a completely different mental space than when they came in.”

As a medical assistant at Penn State Health Medical Group – Cornerstone, Jodi often spends more time with a patient than any other staff role at the outpatient practice in Lancaster County, one of many Penn State Health locations throughout central Pennsylvania that ensure patients have comprehensive care when and where they need it

From escorting patients from the waiting room to getting their vital signs and medical history, she sees every interaction as an opportunity to create a positive experience and trust, and to change lives.

Sure, she’ll present stickers to brave 3-year-olds, but she also gives them to brave 90-year-olds. She started the practice’s Joy Committee and is known for her elaborate costumes. Whether it’s celebrating Crazy Socks Week or wearing a tutu, Jodi says patients enjoy the goofy atmosphere and friendly face.

“This makes me happy,” she said, “to make others smile and know that they look forward to the fun we have here.”

It’s stories like these that drive our purpose.