“We have these conversations in our living rooms”
Published August 4, 2020
Nikki Montgomery is a patient, a mother to a son with complex medical challenges and a certified patient advocate. As a Black woman, she understands the necessity for culturally competent care. How does a patient find a culturally competent provider? Nikki shares her strategies on that topic and pushes us to address systemic racism through measurement. This podcast brings the conversations usually had in our living rooms to the public domain.
Related content
-
Patient Family & Community Engagement
The Compassionate Care Canvas: A Vision for People-Centred Health
Published October 22, 2025
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
Learn more -
Patient Family & Community Engagement | Staff & Provider Engagement
Building Cognitive-Based Compassion into Service Recovery Training
Published October 23, 2025
Traditional service recovery training often focuses on key principles and de-escalation techniques, leaving learners with theoretical knowledge but lacking practical implementation skills. In response to rising workplace violence and increasing complaints, we redesigned our service recovery training to incorporate cognitive-based compassion training. This approach helps staff connect to their sense of empathy during emotionally charged
Learn more -
Culture & Leadership | Patient Family & Community Engagement
Inclusive Perspectives: Diversifying Patient and Family Advisory Councils
Published December 4, 2025
Understanding that diversity and inclusivity within Patient and Family Advisory Councils (PFACs) are crucial for addressing the evolving needs of the community, Inova redesigned its advisor recruitment and engagement strategy. Initially met with resistance from some long-term PFAC advisors, Inova’s new approaches—including the introduction of term limits, revamped recruitment efforts, enhanced cross-generational digital presence, and
Learn more