Oshawa — Following a nationwide search, Lakeridge Health is pleased to announce that Cathy Fiordalisi Smith has assumed the role of Director of Patient Experience at the hospital.
“We are all very excited that Cathy is starting with us today,” says Matthew Anderson, President and CEO of Lakeridge Health. “In our Patient Experience Panel Report we said we would find a top-tier leader who could help us reach our goal of leading Canada in patient and family experience. Today, we’ve kept that commitment.”
Fiordalisi Smith will work closely with Anderson, the Patient Relations and Patient Care teams, and leadership across all five Lakeridge Health hospitals to maintain a strong partnership among patients, physicians, staff, volunteers and hospital’s patient and family advisors. Fiordalisi Smith will help make sure patient and family voices effectively inform and advance the quality of care Lakeridge Health delivers to families across Durham.
Fiordalisi Smith is an outstanding leader who brings a wealth of expertise in service excellence and customer satisfaction to Lakeridge Health. She comes to Lakeridge Health from LifeLabs in Mississauga, where she was the National Manager in Customer Experience. During her time at LifeLabs, she created and delivered a patient experience journey mapping project, led patient and health care provider satisfaction studies that delivered meaningful insights within the organization, and uncovered satisfaction drivers that improved customer experience performance. In addition to her strong patient experience background, Fiordalisi Smith is also a seasoned leader in the progressive Hospitality industry, where she previously held roles as the Manager of Guest Experience and Director of Housekeeping for Delta Hotels and Resorts.
“I’m honoured to be chosen for this position” says Fiordalisi Smith, “I’m passionate about delivering excellent experiences and I’m looking forward to the opportunity to meet and connect with people in the Durham Region and work with them to develop a positive patient and family-centred culture at Lakeridge Health.”
Lakeridge Health’s 2016-2021 Strategic plan “Excellence — Every Moment, Every Day” is available online on the Lakeridge Health Strategy website.
Quick Facts
- Lakeridge Health has been accredited with exemplary standing with a score of 99.4 per cent. Exemplary standing is given to organizations that go above and beyond the requirements of Accreditation Canada.
- The hospital’s stroke services achieved Stroke Distinction, Accreditation Canada’s highest rating for stroke care.
- The Institute for Quality Management in Healthcare has awarded Lakeridge Health’s laboratory top marks (99.6%).
- Lakeridge Health has been named one of the GTA’s Top 100 Employers for the last two years.
- The Durham Regional Cancer Centre has been ranked one of the top three cancer centers in Ontario since 2014.
For more information contact:
Lakeridge Health Communications
T. 905.576.8711 extension 4317
communications@lakeridgehealth.on.ca
