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Office of Patient Experience

Helping to shape the future of healthcare.

Land Acknowledgement

Southlake Regional Health Centre 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 Regional Health Centre, 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 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’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 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 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’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.

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:


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 Regional Health Centre
596 Davis Drive
Newmarket, ON L3Y 2P9


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


Patients and families can request spiritual care visits through their care team or by emailing spiritualcare@southlake.ca, or calling 905-895-4521 ext. 2198. After-hours support is available 24 hours a day by calling the switchboard at 905-895-4521.

Southlake is focused on a patient-centred approach to spiritual care and ensuring that everyone is treated with respect, dignity and compassion.

About the Program

Southlake has established partnerships with many community spiritual care leaders and faith groups, enabling us to facilitate a spiritual care program tailored to the unique needs of each patient. Through our list of more than 65 spiritual care contacts, our program offers an inclusive community-based partnership approach to support the individual needs of patients and families. All spiritual care providers are committed to confidentiality and privacy.

Southlake maintains two on-site spiritual care centres located in the main building of our Davis Drive site (level 1 lobby) and in the Stronach Regional Cancer Centre (level 2). These spaces are managed by Southlake’s dedicated team of spiritual care volunteers and are available 24/7 for prayer, quiet reading, reflection and meditation for patients and families. In both areas spiritual items such as books, beads and rugs are available for all.

Spiritual care volunteers offer support to our patients each day and maintain our collection of faith-based materials, including copies of the Old and New Testaments, Quran, Bhagavad Gita, Vedas, and more, which are available to all patients and families upon request.

If you wish to receive visits from members of your faith community, please speak to your care team.


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.

Southlake’s Patient Declaration of Values guides how staff, physicians and volunteers interact with patients.