This is an opinion column by Niagara Health Communications Specialist Micaela Grant, originally published in the St. Catharines Standard, Niagara Falls Review and Welland Tribune.
Ruby Jhooty remembers vividly the day she woke up from surgery at the Niagara Falls Hospital in 2019. For the first time in years, she opened her eyes not to silence, but to sound.
It was the simple yet profound act of a nurse who had placed her hearing aids back in before she regained consciousness.
“It was amazing,” Jhooty recalls. “I felt cared for and respected as an individual, not just another patient.”
For Jhooty, who relies on hearing aids due to a genetic condition and battles chronic vertigo, her previous experiences in hospitals had been marked by anxiety and isolation. Her hearing aids were often removed before surgery, leaving her unable to communicate or feel connected.
But this time was different. The staff at the Niagara Falls Hospital went out of their way to accommodate her needs, from ensuring she could hear up until anesthesia took effect to adjusting her bed to alleviate vertigo before she woke up from her operation.
Ruby Jhooty has been a patient partner at Niagara Health since 2019 after being profoundly impacted by the care she received at the Niagara Falls hospital after a surgery.
“Those gestures, though they might seem small, meant the world to me,” says Jhooty. “That experience made me realize the profound impact compassion and understanding can have in healthcare.
Moved by the care she received, Jhooty reached out to the hospital the very next day to express her gratitude. A few months later, she discovered the Niagara Health Engagement Network (NHEN), a program that invites patients to share their insights and experiences to improve hospital services. By the summer of 2019, Jhooty had joined the program as a patient partner.
Five years later, Jhooty is an integral part of the NHEN, contributing to initiatives ranging from fall prevention to diversity, equity, and inclusion (DEI). She has served on multiple committees, including the Patient Experience and DEI Committees, and has even helped plan Pride Month celebrations.
“It’s rewarding to know that my voice is heard equally alongside physicians, nurses and administrators,” she says. “I never thought my experiences could make such a difference, but they have.”
One of her proudest contributions has been working on the hospital’s definition of “patient experience,” a project she believes will have lasting impact. “It’s amazing to see how sharing personal stories fosters empathy and creates more compassionate healthcare environments,” says Jhooty.
Her advocacy extends beyond committee meetings. Jhooty is part of a Pride subcommittee, where she has helped organize events celebrating inclusivity and diversity. She also worked on patient safety projects, such as reviewing fall prevention strategies and accreditation posters, ensuring that these initiatives reflect the real-life challenges and needs of patients.
Celebrating five years of the NHEN
Patient partners ensure that patients and families are not just heard, but truly involved in shaping the care provided by Niagara Health. Their contributions were celebrated at a recent patient partner appreciation event.
Jhooty’s journey is just one of many celebrated at a recent appreciation event marking the fifth anniversary of the NHEN.
Held earlier this month, the event brought together patient partners and hospital staff to reflect on the program’s achievements and look ahead to its future.
The NHEN was established in 2019 to bridge the gap between healthcare providers and the people they serve. Over the years, patient partners have played a critical role in shaping hospital policies, improving communication strategies and enhancing care delivery.
“This past year, the contributions of our patient partners have been nothing short of inspiring,” says Lynn Guerriero, President and CEO of Niagara Health. “From the formation of a Patient Experience Steering Committee, to participating in leadership hiring panels and shaping our 2024 Quality Improvement Plan, patient partners have made a real impact – one that’s felt across the entire organization.
The appreciation event offered patient partner a moment to recognize not only their contributions but also the relationships built through the program
Attendees also discussed the growth of the program. In its early days, the NHEN had a small number of partners, but today it boasts a diverse group of more than 60 patient partners from across the region. Each member brings a unique perspective shaped by their own healthcare or caregiver experience, creating a wide-range of experience.
Looking ahead
As the NHEN enters its next chapter, Jhooty hopes to see the program continue to grow and include even more diverse voices.
“Recruiting people from different backgrounds and experiences will make the network stronger and more inclusive,” she says. “There’s always room to learn and improve.”
For Jhooty, the NHEN has been a way to give back to the community while finding purpose in her own healthcare journey. Reflecting on her five-year journey, she noted how her personal skepticism about the healthcare system has evolved.
“I used to be critical of the system,” she admits. “But being part of this network has shown me how much effort goes into improving patient care. It’s been eye-opening.”
For those considering becoming a patient partner, Jhooty offers simple advice: “Do it. You can tailor your involvement to fit your schedule and you never know how your story or suggestions might help someone else.”
If you have questions about the Niagara Health Engagement Network or are interested in getting involved, visit Niagara Health’s website for more information.
