Photo caption: (left to right) Karl Straky and Barb Masotti, members of the Patient and Family Advisory Council, Hôtel-Dieu Grace Healthcare.
Each year, Patient Experience Week offers a special opportunity to recognize the people, programs, and partnerships that help shape kind, patient-centred care. At Hôtel-Dieu Grace Healthcare (HDGH), in Windsor, Ontario, this celebration is deeply rooted in our commitment to listening, learning, and improving — together.
At the heart of this commitment is our Patient and Family Advisory Council (PFAC), a group that has played an essential role in ensuring patient and caregiver voices guide care design and delivery across our organization for over 10 years.
Each PFAC member brings their own unique lived experiences, insights, and perspectives that help us better understand what truly matters to the people we serve. Two long-standing members, Barb Masotti and Karl Straky, have been part of this work since PFAC’s onset helping shape the foundation of the Council’s work.
For Karl, the decision to join PFAC was profoundly personal. He became an original member when PFAC was founded in November 2015, following the loss of his wife Kathleen in 2014. Her passing, caused by complications from a massive heart attack and hospital-acquired infections, inspired him to take part in efforts that would improve patient safety and care quality for others.
“The death of my wife Kathleen… drove me to become involved,” he shared. “I wanted to contribute to programs that support patients and families during their most vulnerable times.”
Barb’s path to PFAC was built on a lifelong commitment to caring for others. After retiring from a career in teaching, she sought meaningful volunteer opportunities that aligned with her values.
“My parents instilled a strong sense that you help where you can,” she said. “I had the honour of taking care of my Dad and helping my mother-in-law prior to their passings. When I saw HDGH was looking for volunteers to share their experiences, I knew this was the right place for me.”
Over their years of service, Barb and Karl have contributed to countless initiatives that continue to strengthen the patient and client experience at HDGH.
Karl is especially proud of his work in developing and implementing patient-centered programs that support patients throughout their care journey — and beyond.
“Working on key Patient Centered Care programs and an effective patient outreach program at discharge has been truly meaningful,” Karl reflected.
Barb highlights the deep, genuine integration of the patient voice in HDGH decision-making. During the height of the COVID-19 pandemic, her leadership as PFAC Chair played an instrumental role in shaping the Essential Care Partner Initiative.
“I was very proud to be included in discussions, decision-making, messaging, and the initial Essential Care Partner Initiative,” she said. She recalled hearing from one caregiver who said, “This program has given my mom the will to live and me the knowledge on how to properly care for her.”
“She shed tears of gratitude,” Barb shared. “Moments like that remind us why this work matters.”
Both Barb and Karl expressed pride in how PFAC has endured, evolved, and remained deeply embedded in the hospital’s culture.
“HDGH leadership is sincere in their ask, ‘How can we make patient experience better?’” Barb. When asked what they believe most contributes to a positive patient experience at HDGH, Barb and Karl offered thoughtful perspectives.
Karl highlighted the significance of the family presence – no matter what family may look like to each patient:
“Outside of direct medical care, the most important program is dedicated patient/family care. It allows a patient’s closest family member or friend to participate in all aspects of care and visit with them 24/7.”
Barb pointed to the culture of compassion and collaboration across the entire organization: “The most important element is the genuine collaboration of all HDGH staff — no matter the department — to ensure patients’ individualities and needs are understood, respected, and met.”
As we celebrate Patient Experience Week, we extend heartfelt thanks to all members of our Patient and Family Advisory Council at HDGH and other health care organizations across Ontario and to dedicated members like Barb and Karl, whose leadership, passion, and personal experiences continue to guide us toward better care.
Their stories remind us that patient experience is not a program, a department, or a checklist — it is a shared commitment. It is the willingness to listen, to learn, and to include the perspectives of those who live the health care journey every day.
At HDGH, we are proud to continue this work — honouring patient, client, and family voices today, and shaping a brighter, more compassionate future for tomorrow.