Giving thanks

One of the Thanksgiving traditions I love most has nothing to do with turkey or pumpkin pie. Instead, it’s the opportunity to pause, reflect and give thanks for the many people in my life – my family, friends, and colleagues.

Over the Thanksgiving weekend Osler’s Emergency Departments and Urgent Care Centre delivered care to an astounding 2,414 patients – with Monday as the busiest day with 872 visits. To put this in perspective, in my former life with the Vancouver Island Health Authority, we saw that number of people in a day – though spread across 12 acute care hospital sites!

In addition, this activity was taking place while Brampton Civic hovered on the verge of Code Gridlock. That means as many of us were sitting down at our Thanksgiving tables or enjoying holiday weekend activities, some of our colleagues were busy caring for patients in our hospitals. While many were providing direct care to patients and families, others were supporting their colleagues in so many ways, such as registering patients, cleaning rooms, portering patients, conducting diagnostic tests, answering incoming calls, responding to questions from patients and families, and so much more, so that we can be here to care for our community.

My thanks to the staff, physicians and volunteers who sacrificed time with friends and family this holiday weekend so that others could spend time with theirs. But my thanks to the Osler team goes so much deeper than that.

Flu season hasn’t even arrived yet, and already we’re experiencing higher than normal patient volumes in our Emergency Departments and Urgent Care Centre. It seems Code Gridlock is becoming the norm, rather than the exception. From my perspective, this is when you all truly shine.

Delivering safe, quality care is not easy when dealing with patient volumes that exceed all expectations, yet I have watched you time and again come together as a unified team to do whatever is needed so we can continue to treat everyone who comes through our doors.

Thank you all for the dedication and commitment you have to patients each and every day, for the knowledge you share with one another to inspire new thinking and new ways of doing things, and for the ways you support one another and patients even under the most challenging of circumstances.

What you do matters. What we do together makes a difference. You make me incredibly proud to be a part of the Osler family.

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Getting to the heart of patient experience

At Osler, how patients experience their care is more than just the quality of their actual care but how they are greeted, talked to, their ability to find and access various services, how engaged they and their family are in their care and decisions-related to their care. This week, I had the privilege to get out on a unit with Mary Jane, our Chief Patient Experience Officer, and one of our physiotherapists to talk about patient experience, what it means and how we all play a role in delivering patient-inspired care.