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Office of Patient Experience

Helping to shape the future of healthcare.

Compliments or concerns? We want to hear from you.

Positive patient and family experiences occur through helpful communication, mutual respect for all and a true partnership between patients, families and staff. We value your opinion and invite your input and outlook. If you have a compliment, suggestion or concern please inform your nurse, healthcare provider or ask to speak to the manager of the department, by calling the Information Desk at 905-895-4521, ext. 2118.

If you require further assistance, please contact the Patient Relations Office and a member of our Patient Relations team will be able to assist you.

By email:

PRO@southlake.ca

By Phone
  • From within the hospital dial ext. 2290
  • From outside of the hospital dial 905-895-4521 ext. 2290
  • Outside of office hours, please leave a message and we will return your call within two business days.
Office Hours

Monday to Friday
8 a.m. –  4 p.m.
(excl. Statutory Holidays)

By Mail

Patient Relations Office
Southlake Health
596 Davis Drive
Newmarket, ON L3Y 2P9

 

Diversity, Equity, Inclusion and Accessibility

You belong here and your health matters!

Building an inclusive environment is a continuous journey that requires listening, dialogue and action. Recognizing this, Southlake Health has taken significant steps forward by creating a dedicated Diversity, Equity, Inclusion and Accessibility (DEIA) Office.

People are our strength at Southlake Health. Everyone deserves to feel respected and included. That’s why Southlake Health continues to focus on Diversity, Equity, Inclusion, and Accessibility (DEIA). Southlake is taking strong steps to create a future where everyone is treated fairly and has the chance to grow and succeed.

Our goal is to make Southlake Health a place where everyone, including staff, medical staff, patients, families and volunteers, feels safe, welcome and valued. Together, we’re ensuring that everyone who comes through our doors knows they belong here and they matter.

We are committed to providing high-quality care to all and eliminating any differences in how people are treated. By celebrating and using our differences, we can create better and more compassionate care for everyone.

Our vision: To champion all voices and drive equitable health outcomes for everyone.

Southlake Health’s focus on DEIA and health equity will make care even stronger. Southlake Health understands that each person cared for has their own unique background, culture and experiences. Every patient deserves fair and equal care regardless of their race, ethnicity, gender, age, ability, disability, religion, sexual orientation, income or any other characteristic. Creating a healthcare experience that is welcoming, inclusive and free of racism and discrimination is critical. By staying committed to DEIA, Southlake Health is building a healthcare system that meets the diverse healthcare needs of the communities it is privileged to serve, while also highlighting the strength of its diverse team.

Reaching these goal takes time, effort and responsibility from everyone at SouthlakeHealth . We are making DEIA a part of our everyday work to create a welcoming and respectful place. Everyone, in every department, works together to build a culture of inclusion and fairness for all.

We know there’s still a lot to learn and do, but Southlake Health is committed to making this vision come true.

Our mission and values are upheld by our commitment to the ideals of diversity, equity, inclusion and belonging.

Southlake Health is committed to providing great care to every patient, no matter who they are or where they come from. To do this, Southlake focuses on understanding and meeting the unique healthcare needs of the communities we are privileged to serve, including:

  • Indigenous communities
  • Black communities
  • 2SLGBTQIA+ communities
  • People living with disabilities

Southlake Health is working hard to:

  • Address racism in healthcare: Everyone, no matter their background, should be able to access the care they need and feel safe, respected and valued. This means making sure everyone gets fair treatment and the same quality of care.
  • Build a diverse team: Southlake aims to have a team that reflects the diversity of the communities we serve. This is done by hiring the right people, offering training and helping our team provide care that respects all cultures.
  • Remove bias in care: Southlake is continuously training staff to recognize and reduce unconscious bias so that every patient is treated fairly and with respect.
  • Create a welcoming environment: It’s important that all patients, visitors, staff, medical staff and volunteers feel valued, respected and empowered. Southlake is focused on building a culture of mutual respect for everyone.
  • Support Indigenous health: Southlake is committed to truth and reconciliation. We are working to address past injustices and promote healing through special programs and partnerships with Indigenous communities.

By embracing Diversity, Equity, Inclusion and Accessibility (DEIA), Southlake will be by your side through every step of your healthcare journey. Our team continues to work hard to improve health outcomes for all our patients, build trust, and strengthen communication with everyone—patients, families, staff, medical staff and volunteers. With different perspectives, Southlake continues to develop new ideas and provide the best care possible.

Contact Southlake Health’s Diversity, Equity and Inclusion Office at DEI@southlake.ca.

Land Acknowledgement

Southlake Health recognizes and acknowledges the lands originally used and occupied by the First Peoples of the Williams Treaties First Nations and other Indigenous Peoples, and on behalf of Southlake Health, we would like to thank them for sharing this land.  We would also like to acknowledge the Chippewa’s of Georgina Island First Nation as our closest First Nation community and recognize the unique relationship the Chippewas have with the lands and waters of this territory. They are the water protectors and environmental stewards of these lands and we join them in these responsibilities.

Southlake Health provides culturally safe, inclusive, and equitable healthcare, with the support of the Indigenous community The Indigenous Patient Navigator (IPN) offers support to Indigenous patients, families, and caregivers throughout their health journey. IPN services are available to those who identify as First Nations, Inuit, or Métis to bridge the gap between Indigenous communities and healthcare providers. IPN services also include cultural supports for individuals who want a traditional healing journey.

Voluntary Self-identification for Indigenous Patients and Family Members

As part of Southlake Health’s registration process, all patients are asked if they would like to self-identify as Indigenous. If a patient has Indigenous ancestry, they may self-identify based on how they define their identity. The patient’s answer is added to their electronic health record. They will be asked again by a healthcare provider and can change their answer at any time. Once a patient self-identifies, they have the option to be connected with the IPN.

IPN supports are available to:

  • Advocate for Indigenous patients and their family members
  • Coordinate community resources and healing supports
  • Provide counselling
  • Accommodate requests for spiritual ceremonies and traditional medicines (such as smudging, cedar baths and more)
  • Assist with care and discharge planning
  • Advocate for respectful end-of-life care
  • Help explain what to expect during a patient’s healthcare journey
  • Act as a resource for a patient’s care team and advise staff on Indigenous cultural safety as needed, at any point during patient care

Meet Jennifer Trumble, Indigenous Patient Navigator (IPN) 

Jennifer is a proud band member of the Chippewas of Georgina Island First Nation, and her values reflect principles of character honored by the Anishinaabe people. Her career in support services has been a life-long learning experience through both academic and applied practices. The IPN role is designed to meet the needs of Indigenous patients through advocacy, discharge planning, individualized cultural support, access to cultural, mental, emotional, and spiritual support, and linking patients and families to community resources.

How to access care

If a patient has self-identified as Indigenous, a referral will be sent to the IPN. Patients can also ask a member of their healthcare team to connect them with the IPN or connect directly:

 

Jennifer Trumble, SSW, CBT, BSW

Phone:  905-955-0973

Email: JTrumble@southlake.ca

Pronouns: She/Her

Southlake Health recognizes a smudging ceremony as a holistic cultural health practice used in prayers, offerings, cleansing, and spiritual healing of mind, heart, and body. The Ontario Human Rights Code, Canadian Human Rights Act, Canadian Charter of Rights and Freedoms, and the United Nations Declaration of the Rights of Indigenous Peoples include legal protections for the fundamental right of Indigenous peoples to freely practice their religious and spiritual traditions and to be treated equally and with dignity.

With input and guidance from Indigenous partners and their communities, Southlake Health has developed a smudging policy to guide this practice within the hospital and cancer center. If patients or family members would like to hold a smudging ceremony, please connect with the IPN for support.

The gift shop is now selling a small selection of authentic Indigenous jewelry, art, and healing stones handpicked by Jennifer, Southlake Health’s Indigenous Patient Navigator. All items are created by local Indigenous creators and artists. Supporting and working with local Indigenous communities builds trust and long-lasting partnerships.

Helping to shape the future of healthcare

At Southlake, we value what patients and families are telling us about their care. By partnering with you, your family and loved ones every step of the way, we can find ways to help improve our healthcare services.

To help deliver this commitment, Southlake created a Patient and Family Advisory Program with more than 70 Patient and Family Advisors (PFAs) partnering with patients and families towards creating an environment where the best experiences happen.

Are you a person for a positive and effective change?

We are looking for Patient and Family Advisors (PFAs). A PFA is a volunteer who provides advice from the perspective of the patient, family, caregiver or chosen support person in matters that relate to the patient.

For more information regarding becoming a PFA, please review our Patient and Family Advisory Position Guide.

To apply please fill out the PFA Volunteer Application Form.

Spiritual Care at Southlake

Imagine a healthcare journey that nurtures not only your body but also your spirit, recognizing the important role spiritual health plays in your total state of health. At Southlake, we believe that holistic health involves caring for a person’s mind, body, and soul. Our spiritual care program is central to this approach, providing a sanctuary of support to patients, families, and staff. We welcome individuals of all faiths, as well as those who do not identify with any particular religion. Knowing that spirituality takes many forms, our goal is to help you connect with the source of strength that resonates most deeply with you.

Why Spiritual Care Matters

Illness, injury, or life’s challenges often lead to asking deep questions about life meaning, purpose, faith and hope. As you seek deeper meaning, and answers in such moments, our devoted Spiritual Care team stands ready to walk alongside you through these experiences, providing:

  • A compassionate presence in moments of uncertainty
  • Guidance in exploring life’s deeper questions
  • Support that respect your unique beliefs and cultural background
  • Connection to your personal faith traditions or sources of inner strength

Our Services

Whether you are an inpatient, outpatient, family member of a patient or valued staff member, our Spiritual Care team offers:

  • One-on-one emotional and spiritual support
  • Advocacy for culturally sensitive care
  • End-of-life care and grief counselling
  • Prayer, meditation, and ritual facilitation
  • Spiritual guidance in complex healthcare decisions
  • Access to multi-faith resources and sacred spaces

The Multi-Faith Prayer Room

Our sacred multi-faith rooms are available 24/7 and all faith or religious background are welcome to use the space for prayer, meditation, or quiet reflection. We have three multi-faith sacred rooms at our Davis Drive site in the following location:

  • First floor of our main building in the chapel near the Tim Hortons
  • Second floor of the main building near the central elevators
  • Second level of the Stronach Regional Cancer Centre

These sacred spaces offer a diverse collection of religious texts, prayer rugs and meditation aids and a peaceful atmosphere for individual or group spiritual practices. Our committed volunteers ensure these spaces remain serene sanctuaries for prayer, meditation, and spiritual rejuvenation.

Meet Our Spiritual Care Practitioner

Our spiritual care team is led by Reverend David McCleary, our dedicated Spiritual Care Practitioner. Reverend McCleary has over two-decades of ministry experience across diverse contexts supporting the spiritual and emotional health of patients and families from all beliefs.

As Southlake’s Spiritual Care Practitioner, Reverend McCleary guides you through life’s challenges with empathy, understanding, and respect for your beliefs. His holistic approach is informed by psychology, theology, and martial arts and creates an inclusive environment where everyone feels valued regardless of their faith or background.

Reverend McCleary is also a devoted husband and father. He balances his ministry with family life and brings enthusiasm to Southlake to positively impact our community. Fueled by faith, experience, and a love for coffee, Reverend McCleary says, “We are here to listen without judgment, offer guidance when needed, and help you navigate the spiritual aspects of your healthcare journey.”

How to Access Spiritual Care

Connecting with our Spiritual Care team is simple. You can access our services by referral from any departments and our team routinely rounds most hospital units. Below are ways to access spiritual care:

  • Request a referral from your care team
  • Contact us directly by phone or email

After your request is received, a practitioner or volunteer will follow up personally to address your spiritual needs.

About the Best Practice Spotlight Organization Program 

Setting the standard that patients and families can expect lies at the heart of Southlake’s Best Practice Spotlight Organization (BPSO) designation. Originally achieved in 2018, Southlake continues to maintain this designation.

BPSOs are healthcare and academic organizations selected by the Registered Nurses Association of Ontario (RNAO) to implement evidence-based Best Practice Guidelines (BPGs). These guidelines focus on making a positive impact on our patients.

RNAO has more than 50 BPGs covering nine categories: children and youth; clinical; equity, diversity and inclusion; foundational; health system; healthy work environment; mental health and substance use; older adults; and population health. Southlake has implemented 17 of the BPGs and developed BPSO champions by engaging the staff who provide direct care and providing them with educational opportunities and paid time to work on implementing the best practices on their units.

Best Practice Guidelines Implemented 

  • Care Transitions (within the organization)
  • Professionalism in Nursing
  • Person and Family Centered Care
  • Caregiving Strategies for Older Adults with DeliriumDementia and Depression
  • Developing and Sustaining Interprofessional Care
  • Nursing Care of Dyspnea: the 6th Vital Sign in Individuals with COPD
  • Care Transitions (in and out of the organization)
  • Assessment and Management of Pressure Injuries for the Interprofessional Team
  • Ostomy Care and Management Assessment and Management of Pain
  • Engaging Clients who use Substances
  • Breastfeeding – promoting and supporting in the initiation, exclusivity and continuation of breastfeeding for newborns, infants and young children
  • Care and Maintenance to Reduce Vascular Access Complications
  • Preventing Falls and Reducing Injury from Falls
  • Oral Health: Supporting Adults who Require Assistance
  • Embracing Cultural Diversity in Health Care: Developing Cultural Competence
  • Promoting Safety: Alternative Approaches to the Use of Restraints
  • Workplace Health, Safety and Well-being of the Nurse

As a member of the Northern York South Simcoe Ontario Health Team, Southlake has partnered with several organizations within the OHT and the RNAO to implement Best Practice Guidelines to further improve our commitment to clinical excellence in the community. The Northern York South Simcoe Ontario Health Team will receive full designation as Best Practice Spotlight Ontario Health Team in June 2024.