Volunteer Spotlights

Gabriel joined North York General Hospital (NYGH) as a Patient Experience Partner (PXP) in the summer of 2023. In the past, he and his family received excellent care at NYGH, and he felt that becoming a PXP would be a great way to give back. When he heard about the PXP Program, he appreciated the wide variety of projects and initiatives that PXPs could support. As an undergraduate student in biomedical sciences, Gabriel felt especially motivated to learn more about different aspects of healthcare, both administrative and clinical.  

Over the last 7 months, Gabriel has immersed himself in the PXP role. At the start, he supported the endoscopic ultrasound implementation team and provided a patient perspective on policy development and review, including the hospital’s admission and epidural anesthesia policies. He feels particularly proud of his policy development and review work. In Gabriel’s view, care accessibility and patient experience are enhanced when policies are written in consideration of the patient perspective. 

In December 2023, Gabriel supported the Department of Family Medicine strategy planning session. It was inspiring for him to contribute ideas on topics such as: improving access to care; healthcare provider wellbeing; and solutions for community needs. 

Gabriel recently joined the IMPACTS (Innovative, Multicentre, Patient-Centred Approach to Clinical Trials in Surgery) team and looks forward to supporting clinical research initiatives. He previously has had surgical operations performed at NYGH, so partnering with the surgery team on initiatives is personally meaningful. 

In his volunteer work, Gabriel aspires to continue the legacy of previous PXPs and is looking forward to having more impact. 

Gabriel, thank you for ensuring people come first in everything you do! 

South African-born jazz pianist and vocalist, Liane Fainsinger, has been captivating audiences and peers alike with her musical passion, virtuosity, and talents. Her unique stylings have carved a place for herself in Toronto’s jazz scene, making her a favorite act for many years at the Yorkville Summer Music in the Park, as well as at local music hot spots. She has also been featured at the Richmond Hill Centre for the Performing Arts, The Belleville Jazz Festival, and Unionville’s Music on The Street. The Liane Fainsinger Trio and Quartet have included music greats such as Don Thompson, Richard Brisco, Brendan Davis, Artie Roth, Alexander Brown, Frank Botos, and Bill McBirnie, to name a few. 

Though classically trained, jazz took over Liane’s heart and soul. She soon discovered the teachings of bebop legend Dr. Barry Harris, thanks to Howard Rees’ introduction, and participated in Harris’ master classes in multiple cities, including New York, Rome, and Madrid. 

But jazz was not Liane’s only love. For more than a decade, Liane deeply immersed herself in musical theatre and became Music Director and Pianist for more than 25 Civic Light Opera Company Productions, such as On the Town, Gypsy, and Babe in Arms. Jazz classics emerged from these great shows, and they stayed with Liane, influencing her dedication to jazz even more. 

In 2017, as Liane was passing through the hospital’s south lobby, she could not help but notice the baby grand piano. Liane shared, “When a pianist sees a piano, they cannot help but wonder, is that piano being played?” That question led her to Volunteer Services, and it was not long before she became a music volunteer at NYGH. 

Over the years, Liane has supported our inpatients at the hospital and the Finch site Reactivation Care Centre, as well as our residents at Seniors’ Health Centre. She has championed organizational events, performing in our Summer Concert Series and, more recently, in the south lobby during our National Employee Appreciation Day. 

Liane said, “I have so many fond memories of performing for patients and residents. It is very fulfilling to see the joy people feel from music.” She also shared the special connection she has been fortunate to make with many of our residents. “I recall a lovely resident named Mina. She was visually impaired, and she liked to sit beside me when I played the piano. Mina knew most of the music and was so happy as she sang along. When the resident passed, her son asked me to play at her funeral. I was touched and honored to be able to do this.” 

Liane, thank you for ensuring people come first in everything you do!

NYGH’s Surgery Program provides excellent, safe, and evidence-based surgical care close to home. More than 31,000 day surgeries are performed annually, with about 80% of them being on an outpatient basis. This allows patients to undergo surgery, spend a short amount of time recovering at the hospital, and return home the same day. 

At the General site, surgeries take place in 12 operating suites, 4 endoscopy suites, 1 cystoscopy suite, and 1 bronchoscopy suite. All suites are outfitted with the latest minimally invasive equipment. The unit boasts a large multidisciplinary team that supports an average of 40 surgical procedures daily. 

Prior to procedures, our Day Surgery & Endoscopy volunteer team assists in guiding registered patients to change rooms and accompanies them as they await their procedures. Volunteers ensure families are kept informed while they wait, and after the procedure, they escort them to the patient’s cubicle. Upon discharge, volunteers accompany non-complex patients from the unit to the West Entrance via wheelchair. 

Currently pursuing a Bachelor of Science degree at York University, Mandil’s goal is to become a physician. Having volunteered on the surgical unit for the past year, Mandil shares, “When transporting the patient, you need to be kind and considerate. They may not be feeling their best, so I continually check in with them to see how they are doing and to make sure I am not moving too fast.” 

Demonstrating People-Centered Care by purposefully visiting with patients and family is one of the most meaningful and impactful things volunteers do at NYGH. Mandil said, “I am realizing there can be a big difference from what I learn about patient interactions in school, and my lived experience when volunteering. Life is not a textbook; each interaction is unique, and I need to respond to the situation. If the patient is anxious about having a surgical procedure, I don’t hesitate to provide a warm blanket, a smile, and a visit to distract them while they wait.” 

Volunteers also support the families of patients, continually monitoring the family waiting room to ensure they understand how to read the Day Surgery Patient Status Board so they can stay informed. “Family members can have a lot of questions. It is important for volunteers to realize their knowledge is limited and to provide defined answers. I do not hesitate to let family members know that staff will answer all their questions before the patient is discharged,” said Mandil. 

Mandil, thank you for ensuring people come first in everything you do! 

NYGH is Raghad’s community hospital. She shared, “Over the years, whenever I or a member of my family has come to the hospital for treatment, we have always been supported by the volunteers. They have proactively approached us to offer help, providing directions if needed, or visiting us while waiting for care. These experiences left an incredibly positive impression on me; I knew one day I would be part of this amazing volunteer team!” 

After completing her first year at Western, Raghad decided to be closer to home and transferred to York University’s Health Sciences and Kinesiology program. Raghad knew it was time to apply to NYGH’s Volunteer Program. She was excited when she was accepted and placed in Patient Registration; it had come full circle, she would now be the person to help patients and families. 

Patient Registration volunteers are skilled at creating a caring, compassionate environment while ensuring consistent service excellence. The team champions two designated waiting areas outside of Patient Registration, assisting with patient flow before, during, and after appointments. When volunteers help others find their way around the hospital, they not only alleviate stress but also enhance the patient experience. 

“When I am at the hospital volunteering, I am able to help patients who may feel vulnerable or perhaps a little worried about their appointment or their upcoming procedure. I do not hesitate to smile and make eye contact, ask how someone’s day is going, or sit and make small talk. I can see and feel how patients appreciate that we care,” says Raghad. 

Raghad is constantly surveying the registration area for individuals who may need help, especially people who are alone. Raghad said, “One day, I noticed an elderly lady who appeared to be alone, and she seemed confused and upset; she looked lost. I approached her to ask how I could help, but she said she did not speak English. Fortunately, I speak three languages, and I was able to communicate with the patient in Arabic. I learned that the patient had come alone by Wheel-Trans and did not have anyone to accompany her and offer support. I was able to ensure she was registered at the right spot and answer questions about the facility. I was so happy to keep her company until her appointment. It was rewarding to help.” 

Raghad feels that her volunteer experience is letting her see her own potential and validates her long-term goal to become a doctor or a physiotherapist. 

Raghad, thank you for ensuring people come first in everything you do! 

After retiring from a demanding management career, Tiberio finally had the time to consider how he could get involved in his community. Reflecting on the great care his family members had received at NYGH, he decided that the hospital was where he wanted to volunteer. 

The Information Desk and Ambassador teams are often the first interaction our patients and families have when they arrive at the hospital. Equipped with superior customer service skills, volunteers in our south lobby assist people requesting information about their appointments. They direct them to the right registration area, confirm appointment details, and support families trying to locate a loved one. Many of our volunteers, like Tiberio, speak more than one language, and the volunteer team can access the Voyce medical translation service to enhance communication. Skilled at navigating the facility, volunteers often accompany individuals who are not familiar with the hospital to ensure they seamlessly arrive where they need to be. 

As part of this team, Tiberio is keenly aware that individuals can feel anxious upon arrival for a variety of reasons, so he does not hesitate to offer help. He said, “Often people arrive at the information desk, and they are flustered – they may not recall where their appointment is or the name of the doctor. I try to put them at ease, letting them know they should not worry; I will help them get the answer they are looking for. If they are not familiar with the hospital layout, I try to make sure that we bring the person to their appointment. People are always so grateful, and I find my role very rewarding.” 

The volunteers in our south lobby take great pride in their proactive approach. Tiberio shared, “One morning I noticed a gentleman through the window who was using two canes and walking very slowly. I went outside to greet him and offer my assistance. He explained he was waiting for his spouse to park. When I suggested I bring a wheelchair for him to sit in while he was waiting, he readily agreed. Sometimes it is the small things that make a difference.” 

Tiberio is also part of the Mail Delivery team. He explained that walking through the organization weekly helps with the knowledge he needs to be successful at the information desk. He also enjoys meeting the staff throughout the organization, saying, “I try to deliver the mail with a smile and wishes for a great day.” 

Tiberio, thank you for ensuring people come first in everything you do! 

St. Gabriel’s Passionist Parish is one of the many faith organizations that partners with our volunteer program to provide Spiritual Care Faith Visits to our inpatients at the hospital. 

A longtime member of St. Gabriel’s, for many years Vivian led the Sunday School programming and supported various church celebrations. In 2019, after retiring from her senior IT role in the financial sector, Vivian joined the church’s team that visits NYGH. Parish members like Vivian understand that for some of our inpatients, spiritual care is very important. As a Eucharistic Minister, Vivian visits patients on Sundays to offer the Eucharist and a short visit. 

An experienced caregiver within her own family, Vivian decided to add a second volunteer role and joined the Hospital Elder Life Program, known as HELP. Many of our programs, like HELP, specifically support our senior population. It is an award-winning, evidence-based quality enhancement program supported by volunteers. HELP has been proven to enhance the physical, emotional, and social experience of older hospitalized patients while preventing confusion and progressive weakness. 

HELP volunteers receive specialized training, including Meal Assistance Program certification and wheelchair training. On each shift, volunteers are assigned several patients and specific protocols to deliver. After each patient visit, volunteers capture their feedback via an iPad for the staff to review. This information assists the health team in planning the patient’s care. 

One of the tools volunteers use when visiting patients is the Daily Fact Sheet. The Daily Fact Sheet includes the date, weather, interesting news headlines, historical facts, and trivia/puzzles. A few HELP volunteers like Vivian take on the added responsibility of crafting the Daily Fact Sheet once a week, and then the completed tool is shared across the program.

Vivian shares how she ensures she is respectful when interacting with patients: “I make time to wipe their mouth while assisting with feeding. I make eye contact and smile often. I listen and learn, so I can have conversations about their interests.” 

Vivian recalls a patient who had been in the hospital for many months and had moved several times. Vivian said, “She was homesick and was craving cheese. I checked the pantry, and there was no cheese. I checked with the nursing staff to ensure that this food was not restricted, then I purchased some cheese from the cafeteria. The patient was so pleasantly surprised and grateful when I delivered the cheese. Simple things can make the world of difference.” 

Vivian, thank you for ensuring people come first in everything you do!