Timmins, ON – If you’ve been an in-patient, admitted overnight or longer, at Timmins and District Hospital (TADH), chances are you’ve received a call from Kathy Dunbabin. People who have been patients often know to expect her follow-up call. In fact, recently she called a patient and their spouse, who said: “Oh Kathy, we’ve been waiting. We knew you would be calling.”  

The theme of this year’s Patient Experience Week (April 28-May 2) is celebrating the people who make a positive impact. One of TADH’s strategic priorities is to improve the experience of patients, and Dunbabin is on the frontline reaching out directly to them. Another person making a difference is Sylvie Lamarche Lacroix, Co-Chair of the TADH Patient and Family Advisory Committee. 

In this volunteer position, Lamarche Lacroix works with other committee members and TADH staff to support a patient-centered approach in the hospital’s programs and services.  This year the Committee developed a membership recruitment strategy and an action plan that includes 11 deliverables that both identify and support opportunities to enhance patient-centered care at TADH.  Over the last year, the Committee provided valuable input into proposed changes to the Emergency Department and a new bedside technology called myHealthHub that will provide entertainment, education and improve a patient’s stay in the hospital.  

CEO and President Kate Fyfe commends Lamarche Lacroix, Dunbabin and other team members who are working to improve the patient experience. 

“Sylvie’s leadership is helping to focus our Patient and Family Advisory Committee’s efforts so that the patient and caregiver’s voice is embedded throughout the hospital,” she said. “While Kathy is a great example of how our team members are making a difference in people’s lives and bringing human connection in health care to light.”    

Dunbabin is an RPN who has worked at TADH for 36 years in many of the hospital’s departments including medical, emergency, and surgical. For the past seven years, as the Patient and Family Engagement Lead, she’s enjoyed the unique position of touching base with almost every patient who has been admitted to hospital.  

Much of her day is spent calling patients who were recently discharged home to check on their progress, to find out whether they understand their care plan, and to hear more about their experience in hospital.  

“Are they walking with their walker? Have they booked an appointment to get their staples out? Do they understand their medications and how to take them? And how was their experience with us?” Dunbabin explained. 

For those who have suggestions on improving care or complaints, she’ll reach out directly to the manager responsible, as well as the hospital’s Quality Team for potential process improvements. These suggestions have led to new cleaning processes, dishware that can retain heat better, exploring virtual ways for patients to connect with their loved ones, and other ways to improve the experience of patients.   

Dunbabin estimates that she calls more than 80 patients a week.  She also calls patients who have been to the emergency department, focusing on people in their senior years. 

“I really love my job. It’s given me a chance to really bond with the patients,” she said. “For the most part, patients are so happy that we call.”

Our commitment: TADH operates within the traditional lands of the Mattagami First Nation, located in Treaty 9 territory. Our team is committed to building strong, lasting relationships with Indigenous communities as we acknowledge the diversity, history and heritage of Indigenous Peoples in the North. 

Photo Caption: Kathy Dunbabin calls almost every patient who has been admitted to Timmins and District Hospital to check up on them and find out how their experience went at the hospital. Head shot below of Sylvie Lamarche Lacroix, Co-Chair of the TADH Patient and Family Advisory Committee.

For more information contact TADH’s Communications Team: 705-267-2131 Ext. 2409 or communications@tadh.com