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Southlake Foundation Volunteer

Patient Experience Partner Program

Helping to shape the future of healthcare

Southlake values 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 the Patient Experience Partners Program (formerly known as Patient and Family Advisory Program). The program’s purpose is to ensure that the voices of patients, families, and care partners are heard, advising and supporting Southlake’s strategic directions in ensuring an environment where patient experience directly impacts health outcomes

Are you a person for a positive and effective change?

A Patient Experience Partner is a volunteer who provides advice from the perspective of the patient, family, caregiver, or chosen support person to contribute to creating an environment where positive experiences contribute to better patient health outcomes.  PXPs collaborate with Southlake’s interprofessional team on councils, committees, working groups, or special projects ensuring that patient care services are continuously improved.

For more information regarding becoming a PFA, please review our Patient Experience Partner Position Guide below.

To apply please fill out the PXP Volunteer Application Form.


Volunteer Resource Office Purpose:

To provide meaningful volunteer opportunities that directly contribute to enhancing patient care and experiences.

Overview of the Patient Experience Partner Program:

The Patient Experience Partner Program (PXPP) encompasses all Patient Experience Partners (PXPs) and Patient Experience Partner Councils (PXPCs). The program’s purpose is to ensure that the voices of patients, families, and care partners are heard, advising and supporting Southlake’s strategic directions in ensuring an environment where patient experience directly impacts health outcomes

Position Summary:           

A Patient Experience Partner is a volunteer who provides advice from the perspective of the patient, family, caregiver, or chosen support person to contribute to creating an environment where positive experiences contribute to better patient health outcomes.  PXPs collaborate with Southlake’s interprofessional team on councils, committees, working groups, or special projects ensuring that patient care services are continuously improved.

Types of Councils:

A Patient Experience Partner Council (PXPC) is a body comprising both PXPs and Southlake staff who work together to guide Southlake’s strategic initiatives at both corporate and clinical levels.

Corporate PXPC: The Corporate PXPC is responsible for the health and well-being of the PXPCs and the PXP program as a whole. The council will foster partnerships with PXPs, community partners, and Southlake’s interprofessional team to ensure Southlake supports the needs of our diverse community.

The Patient Experience Partner Pool consists of PXPs who are not actively involved in a PXPC but can choose activities that suit their availability, including remote participation in various initiatives.

Your opportunities for volunteering as a Patient Experience Partner

You can be part of one or two of the following groups based on interests and needs.

Roles and Titles:

Patient Experience Partner (PXP): A volunteer role that entails providing insights from the patient, family, caregiver, or chosen support person’s perspective.

Corporate PXP Chair: Leads the Corporate PXPC initiatives. The Chair must be able to sit on Board Committee on Quality (BCQ).  Eligibility to be chair: Must have been a Southlake PXP for a minimum of one year. If the chair is unable to attend BCQ, then the vice chair will attend as a delegate.

PXP Chair: Leads the PXPC meetings and initiatives. Typically, a more experienced PXP with leadership skills. This position often involves attending the Corporate PXPC meetings as a representative of their respective council’s.

PXP Vice Chair: Supports the Chair and may take on leadership roles in the Chair’s absence. This position is often an aspirational role for PXPs showing leadership potential.

Primary Responsibilities:

  • Provide advice from the perspective of the patient, family, caregiver, or chosen support person.
  • Actively participate in meetings and activities, coming prepared and contributing effectively.
  • Commit to regular attendance and promptly inform the council/committee chair or working group lead if unable to attend or participate in scheduled meetings or activities.

Benefits to Volunteering:

  • Engage with Southlake staff in an advisory role.
  • Bring patient and family perspectives to healthcare initiatives.
  • Develop partnerships with Southlake teams.
  • Gain satisfaction by addressing patient and family needs directly.
  • Experience the rewarding nature of giving back to the community.
  • Play a key role in fostering a people-centred environment that enhances patient experiences, leading to better patient health outcomes..
  • Network with other Patient Experience Partners.
  • Help shift healthcare from provider-driven to people-centred.

Frequently Asked Questions

That’s fantastic news! Click on the Apply Now button below and complete the PFA Volunteer Application Form.

  • Has been a patient or family member/caregiver or chosen support person of a patient who received care at Southlake in the past five years
  • Open to seeing beyond your own personal experience
  • Able to effectively share your thoughts and opinions
  • Able to maintain respectful communication and interactions with others at all times 
  • Be prepared to actively participate
  • Good listener
  • Comfortable speaking in a group

A Patient Experience Partner is a volunteer who provides advice from the perspective of the patient, family, caregiver, or chosen support person to contribute to creating an environment where positive experiences contribute to better patient health outcomes.  PXPs collaborate with Southlake’s interprofessional team on councils, committees, working groups, or special projects ensuring that patient care services are continuously improved.

We believe that patients, families, and care partners have important ideas that can help us provide better care. As a PXP, you will help share these ideas. Your voice will help shape the way we plan and improve services. This is a volunteer role where your lived experience matters most. We welcome people from all backgrounds and communities because diversity helps us learn and do better. By becoming a PXP, you will help make sure that care meets the needs of everyone, and that people feel safe, respected, and heard.