Finding solutions for patients in their time of need

Kelsey Miller
Social Worker
Lancaster Medical Center

“Treating people the way I would want someone to treat me, or a family member, is a big driver of what I do,” says Kelsey Miller, a social worker in the Patient Experience Department at Penn State Health Lancaster Medical Center. “By providing a sense of calm or assistance in those moments where they need it most, I really feel like it’s an honor to help them.”

Kelsey never says, “We can’t,” “No” or “I have no idea.” She always responds with “Let me see what resources I have” or “Let’s look at this together.”

It’s that commitment to finding solutions for her patients that earned her the hospital’s 2024 Excellence Award for Extraordinary Collaboration. It also aligns with the health system’s promise to provide the most innovative approaches and to never lose sight of the individuals we serve.

Kelsey, who joined the hospital shortly after it opened, enjoys being able to “walk beside people on some of their worst days and help them navigate the challenges that come with it,” especially in her hometown, where she stayed to go to school and build her career.

Whether serving as a comforting presence after a loss, a steady and calm problem-solver, or a fierce advocate for treatment needs, she takes pride in connecting with patients in their time of need.

It’s stories like these that drive our purpose.