Introducing the MySunnybrook Experience Centre
The MySunnybrook Experience Centre is a dedicated one-stop shop that serves as a centralized location for patients, families and the community to find resources and information about the hospital’s services. It enhances the overall experience at Sunnybrook by streamlining and simplifying support for non-clinical aspects of care.
“We’re excited to open the doors of the MySunnybrook Experience Centre,” says Dr. Adina Weinerman, Chief Patient Experience Officer. “It brings a convenient, patient-focused approach to support the needs and questions of all who visit our hospital. It takes our patient experience at Sunnybrook to the next level.”
The new MySunnybrook Experience Centre officially opened its doors on July 2, 2024. The Centre, located beside the Gift Shop on M1 at the Bayview campus, connects patients and visitors with hospital services, information and resources. From paying for parking to signing up for MyChart to accessing interpretation services. It is staffed by Patient Experience Ambassadors and is open Monday to Friday between 8 a.m. to 6 p.m. and Saturday to Sunday between 9 a.m. to 5 p.m.
Who are Patient Experience Ambassadors?
Patient Experience Ambassadors are here to support our commitment to improving the patient experience at Sunnybrook. They provide assistance to patients and visitors in navigating the health care system by complementing the frontline teams. They help visitors become acquainted with Sunnybrook and our digital services.
The Patient Experience Ambassadors will be easy to identify within the Centre as they will be sporting Sunnybrook gear.
How is this different than before?
The M1 Courtesy Services volunteers will continue to assist patients/visitors entering at M1 and will be working closely with the Patient Experience Ambassadors. What is different is that the Patient Experience Ambassadors can access the patient’s health records, and have more readily available technology available for use by visitors, as well as access to interpretation services to provide additional assistance. The volunteers will continue to help many patients with wayfinding, escorts and outpatient transports.
The key features and services of the Centre include:
Personalized Services – Assist each individual (patient, family member, or visitor) with as many of their non-clinical needs as possible.
Interpretation Services – Patient Experience Ambassadors have been trained in the updated Interpretation Policy and Tools. They will use the Sunnybrook Language Selection Card to identify a patient’s preferred language and use phone and remote video interpretation as required.
Support Access to Digital Services – Assisting patients and family members with accessing MySunnybrook Digital Services. MySunnybrook provides one-stop-shop access for patients and family members to manage and navigate their experience with Sunnybrook through a number of branded applications.
Wayfinding – Using MazeMap, the interactive digital map to navigate our Bayview campus. The map provides turn-by-turn directions within our hospital, as well as directions around the campus grounds. MazeMap provides information about clinic locations, restaurants, waiting rooms and more. The Patient Experience Ambassadors will optimize the use of MazeMap by either utilizing a patient’s own device (if available) or printing out step by step directions to provide patients.
Feedback Corner – In addition to providing support to patients, families and visitors, the MySunnybrook Experience Centre is a great place to share compliments to staff and physicians. Staff at the Centre have access to virtual and hard copy “Thank You” cards and inform patients of other way to show their appreciation.
