The Compassionate Care Canvas: A Vision for People-Centred Health

Shana Haberman
Manager, People-Centred Care 
North York General  

At North York General (NYG), compassionate care is more than a value — it’s a culture, a practice, and a promise. As NYG launched its new 10-year strategy, grounded in the mission of People-Centred Care for a healthier community, the need to define compassionate care in a context-sensitive way became clear. This led to the creation of the Compassionate Care Canvas (CCC), a visual and emotional representation of what compassion means at NYG. 

The CCC was born during NYG’s People-Centred Care Education Day, in a session titled Living our Values: Compassionate Care in Action at NYG. Patient Experience Partners (PXPs), staff, and experts from partner health care organizations came together to share corporate initiatives and personal stories and reflect on compassionate care. Through a storyboarding activity, participants visualized their experiences, which were captured in real time by a live sketch artist. The result was a vibrant canvas that highlighted key themes: being seen and acknowledged, holistic perspectives, inclusive spaces, and the idea that compassion is a teachable skill. 

The canvas was created on a white foam core board measuring 85 inches by 37 inches and currently hangs in a hospital corridor that is used by patients, families, and staff. This corridor is close to a simulation lab and small group meeting rooms used by learners, the Patient Experience & Quality office, outpatient clinics for the Mental Health program, and an inpatient unit. The canvas also exists as a digital file that can be shared and used as a background for virtual meetings. Many NYG team members use the digital file as their own Teams background — a testament to its resonance and impact in fostering connection and shared understanding. 

The response to the canvas has been overwhelmingly positive: people comment on how aesthetically pleasing, colourful, and eye-catching it is. They also note that the language of the canvas is warm, inclusive, and accepting, and truly reflects NYG’s established culture of empathy, respect, and compassion. 

As one PXP shared, “It was not so much seeing the finished product but watching it evolve as the sketch artist listened to our discussions over the day. She started by sketching the hospital building, and as she listened, she filled in the ideas she heard. The canvas has more than 30 ways of showing compassion. What strikes me is that each act is a ‘small thing,’ but when combined and built into the culture of the hospital, they make the difference between being looked after in a care facility and feeling safe and truly cared for, with the emphasis on CARE. The canvas is also a very deliberate expression of Equity, Diversity and Inclusion, and it makes me smile when I look at it. I was really impressed with the finished product.” 

A clinician reflected on the canvas, saying: “When I first saw the canvas, I was struck by its artistic representation that creatively and vividly captures everyday experiences at NYG. As both a staff member and someone whose mother received care at NYG, I see this canvas as a true reflection of the respect and compassion shown to patients, their families, and staff. It genuinely portrays what people can expect when they walk through our doors.” 

The CCC evolved into a strategic resource, fostering reflection and dialogue across NYG. It aligns seamlessly with NYG’s 2025 – 2035 Strategic Plan. It reflects the mission of People-Centred Care, supports the goal of delivering personalized experiences, and reinforces the value of acceptance and health equity. Themes like “Walk in MY shoes” and “Holistic view of the person” echo the strategic direction to understand and respond to individual needs. The canvas also emphasizes that compassion can be taught and embedded into culture, aligning with NYG’s focus on people and culture. 

This initiative represents a meaningful step toward deepening NYG’s commitment to compassionate care. The CCC has the potential to inform future strategic efforts, inspire quality improvement initiatives, and support campaigns that highlight everyday acts of compassion. As NYG continues to evolve, the CCC will serve as a guiding resource for fostering inclusive, people-centred care across the organization. 

Ultimately, the CCC is a living reflection of NYG’s mission. It reminds us that compassion is not just a feeling — it’s a practice that can be nurtured and embedded into every interaction. As the organization grows, the canvas will continue to capture the heart of compassionate care and support a more inclusive, people-centred future. 

Shana brings more than 10 years of experience in healthcare administration, with a focus on
enhancing how care services are delivered. She is a seasoned program manager and facilitator
who works with clinical departments, Patient Experience Partners, volunteers, academic
partners, and funders to effect change. Since January 2020, Shana has led the People-Centred
Care Office at North York General (NYG) in Toronto, Canada. She was a workshop presenter at
Elevate PX 2024 and a two-time recipient of NYG’s Patricia Mackey Patient- and Family-Centred
Care Education Award.