Patient Spotlight: The Power of Person-Centred Care at Women’s College Hospital
This March, we sat down with Women’s College Hospital Family Practice patient,
Allison Haggart, to hear how having the same family doctor at WCH for 15 years
has made all the difference in managing her chronic condition.
Can you describe a moment where you felt particularly supported or heard by your care team at WCH? What made that experience meaningful?
I’ve been living with a chronic condition since I was 17, and I’ve had the same family doctor for the past 15 years. She truly knows me – who I am as a person and what my care needs are. While my condition is usually well managed, about a year and a half ago I experienced a significant relapse of symptoms. I started to panic as I know how bad this can get, and I reached out to her. She saw me right away. Because of our long relationship, she immediately understood the nuances and potential impacts without me having to explain everything from the beginning. She created space for me to feel heard, reassured, and supported. She mobilized the rest of my care team right away, and I left that appointment with an action plan, and feeling less like my world was ending and more confident that I was going to get through it.
What stands out to you about the approach to care at WCH’s Family Practice compared to other healthcare experiences you have had?
What stands out most to me about the approach to care at Women’s College Hospital Family Practice is how deeply person-centered it feels. I’ve had other healthcare experiences where appointments felt rushed or transactional, but here there is a genuine sense that my care team is looking at the whole picture – my medical history, my goals, and what’s happening in my life. There’s also a strong emphasis on partnership. I feel involved in decisions, my concerns are taken seriously, and communication is thoughtful and clear. That combination of clinical expertise and human connection creates a level of trust that makes a real difference, especially when you’re managing a chronic condition over many years.
Beyond clinical care, how has your care team at WCH addressed the emotional or lifestyle dimensions of living with a chronic condition?
My health journey is one part of my story, but it doesn’t define me or dictate how I show up in my life. My family doctor serves as the quarterback of my care, and the team at Women’s College Hospital Family Practice has truly become my home base for everything I need, from clinical care to broader supports. What stands out most is that my care goes far beyond clinical management. My team has taken the time to understand my life, my family, my goals, and my responsibilities. They understand what’s important to me and what I value and together we partner to develop practical strategies to help me stay well and practical escalation pathways for what to do when I’m not. It takes the pressure off me knowing that I have an action plan and it allows me to focus on other aspects of my life.
Click here to stay connected and see other patient stories in our monthly e-newsletter.
