Back to Search
Healing starts in the waiting room.
This phrase, printed on a poster in the waiting room of the Mental Health Outpatient Program at Brampton Civic Hospital, is something that Osler Clerical Associate, Wanda Leah, truly believes.
“(Clerical Associates) are the first contact patients have, the first face they see, so if we can greet patients in reception with a smile, and make them feel more comfortable, that can go a long way,” she said.
Wanda has been helping to create a warm and welcoming environment for patients and families in this busy outpatient program for almost three decades. Whether it’s a friendly smile or offering a nervous patient a glass of water or a quiet room to collect themselves, she is proof that you can start to shape a person’s experience the second they walk through the doors.
On her desk sits a jar filled with heartwarming handwritten notes from patients whose lives she touched, and which serves as a daily reminder of the power of kindness. The messages describe her as an “unsung hero,” an “angel,” and thank her for validating their feelings and always remembering their name, even when they’d forgotten hers.
In acknowledgement of her extraordinary impact, Wanda was chosen to be Osler's 2024-25 Values Champion for Compassion, an award given to an Osler team or team member who demonstrates empathy and compassion and considers the unique needs of others in the pursuit of health and well-being. “I truly believe everyone should be treated with compassion and to know they're not just a number. Some people may be apprehensive about coming to the hospital for care and when they get here it can be a lot for them to take in, so I try as best I can to make them feel at ease.”
Whatever task she is performing—registering a patient, providing their wristband, directing them to their treatment area, or answering any questions they or their family member may have—Wanda does it with compassion, every time.
And this attitude extends to her colleagues as well.
She is a mentor to new staff—an invaluable resource who is always happy to share her knowledge. She is a sounding board and support network for team members on those inevitably challenging days. And she is the go-to office party planner, helping to celebrate important milestones in peoples’ lives. “Wanda puts so much thought and heart into everything she does. She is always on high alert to observe if a team member is going through a rough time and there to support them in unique ways. Wanda makes this department fun to work in and has played a big role in preventing the potential burn-out that is associated within the mental health field. She is a great team player and has been the glue that has kept this team together for years,” said Erin Stanners-Moroz, Clinical Lead, Mental Health Outpatient Program.
Wanda, who stepped forward to be a volunteer on this year’s (2025-26) award review committee, said she was “very honoured” to have been chosen as the 2024-25 Values Champion for Compassion, describing it as a “humbling” experience. “To be at last year’s Going Beyond Gala and hear all those nice things. It was really a beautiful night.”
Subscribe
