Photo caption: Patient Experience Ambassadors and leadership celebrating the grand opening of the MySunnybrook Experience Centre.
By: Merie Jem Lizardo, Patient Experience Advisor, Sunnybrook
At a busy hospital, the smallest moments like finding your way, getting a question answered or feeling seen can make the biggest difference.
Since opening in July 2024, the Centre has transformed the front door experience at Sunnybrook into something more human, more connected and more supportive. Acting as a one-stop hub for patients, families and visitors, it simplifies the non-clinical side of care, so people can focus on what matters most.
Staffed by Patient Experience Ambassadors, the Centre provides real-time, personalized support seven days a week. Whether it’s navigating the hospital, coordinating interpretation services or resolving unexpected challenges, the team works alongside front-line staff to ensure no one feels lost in the system.
In just over a year, the Centre has supported more than 42,500 individuals ranging from helping patients make sense of appointments to providing a quiet place to work or study while staying close to a loved one receiving care.
A Presence That Reassures
For many, walking into a hospital can feel overwhelming. The Centre changes that by offering a consistent, welcoming presence from the moment people arrive.
“Before I could hit the ground, I was caught by one of the Ambassador while the team contacted my daughter and escorted me to the emergency room. I cannot thank them enough.” — Volunteer
Turning a Lobby into a Lifeline
What was once a high-traffic entry point is now a true hub of support. Patients, families and even staff know there’s a place to turn for answers, direction, and reassurance.
“The Ambassadors not only contacted Wheel-Trans to get me home sooner, they stayed with me to make sure I wasn’t overlooked. It made all the difference.” — Patient
Real Impact, One Interaction at a Time
Behind every number is a story and often, a moment of genuine human connection.
“I had very little information, but the Ambassadors helped me find a childhood friend at another facility and even arranged transportation. I will never forget that day.” — Visitor
The Centre’s impact extends even further behind the scenes. In close collaboration with Volunteer Resources, Patient Experience Ambassadors help bridge gaps in care, especially on weekends, when they step in to assist visitors with mobility challenges and ensure patients remain connected to their loved ones.
They are also helping shape the future of navigation at Sunnybrook, contributing to expanded digital wayfinding tools and ensuring every arrival, whether from across the city or beyond, is met with clarity and compassion.
What sets the MySunnybrook Experience Centre apart isn’t just what it does, it’s how it was built. Co-designed with patient partners and grounded in accessibility, equity and compassion, it reflects a simple but powerful idea: better experiences start with listening.
More than a space, the Centre is a model for what patient-centred care can look like across the health care system.