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Like family.
That’s how you can expect to be treated in the Outpatient Department at Etobicoke General, whether you’re a patient, a family member, or an Osler team member.
It’s one of the many reasons why the Outpatient Department team was chosen to be Osler's 2024-25 Values Champion for Service, an annual award given to an Osler team or team member who serves with humility and gratitude and always goes beyond to support our communities.
“The staff here are extremely kind. They’re very empathetic, considerate and respectful. What you see in this department are nurses, orthopedic techs, clerical associates and housekeepers who have a genuine rapport with patients and treat them like they would their own family member,” said Elizabeth (Lizzie) Babiak, Resource Nurse for the Outpatient Department, which is comprised of approximately 18 clinics.
With so many specialized clinics under their scope, from fracture, plastics, wound and urgent care to vascular, medical infusion, neurology, stroke and more, it’s a very busy department. Yet the team’s commitment to Osler’s Value of Service does not waver.
What are some of the key things they do to ensure they continue to live Osler’s Values every day?
They listen to patients and their family members, and always take time to explain what is happening, and answer any questions they may have—a personal touch they bring to every patient interaction. “The staff here are really good at informing and preparing patients for what is going to happen to them,” explains Lizzie.
They’re compassionate. They know patients often feel overwhelmed when coming to the clinic and understand the importance of being compassionate and kind. “I have a nurse here who treats everyone as if she was working as a flight attendant on a plane. The minute they come into the room, they get a warm blanket, they're made comfortable, they're given a juice or a yogurt,” said Lizzie.
And they believe in teamwork. The Outpatient Department team depends on and leans on one another constantly. “Each team member is aware that if they need help, there's always somebody who will help them … we all know who our ‘go-tos’ are,” explains Lizzie. Whether it’s calling on a team member who is especially skilled at dealing with challenging wounds, or a nurse who has a great rapport with kids, they all support one another. “It is a very collaborative team,” she said.
It was for all these reasons, and more, that Cristina Truong, a Clerical Associate in the Outpatient Department, nominated the team for the 2024-25 Values Champion for Service award. She said from the moment she joined the team five years ago she was welcomed with open arms and continues to be inspired by and learn from what she sees and experiences in the department every day.
Lizzie said the team was touched to receive this recognition. She said she’s proud of this accomplishment and the work they do to ensure patients, families and team members have a positive care and work experience. “I think the team is very deserving of this award. Not just for last year, or the year before, but for many years now. The team is very caring and there is a real sense of family here.”
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