Category: Informed

New Help Desk Contact Centre

Exciting News – We’re Upgrading Our Help Desk Call Centre Platform!

Mark your calendars: September 30th is the big day.

We’re rolling out a brand-new Help Desk call centre platform designed to make your Help Desk experience smoother, faster, and easier. Thank you in advance for your patience and cooperation as we make this exciting transition.

Why You’ll Love the New Platform

  • One Number, Anytime: No more guessing which number to call. Just one line, available day or night for local or toll-free calling.

Local: 807-684-6411

Toll-Free: 1-888-291-9636

  • Smarter Call Routing: Early identification helps us connect you with the right team.
  • Future Self-Service Perks: Coming soon—chat support, self-service password resets, access to helpful documents, and knowledge articles.
  • Major Incident reporting: Major incidents will be updated on the contact centre as soon as they are reported.

What to Expect When You Call

  • Duo Phone Number:
    When you call the Help Desk, you’ll be asked for the 10-digit phone number linked to your Multifactor Authentication Duo account (usually your cell number). This helps us recognize you quickly! Don’t worry, you can always skip this step.
  • Main Menu Options:
    Once identified, you’ll have clear choices right from the start:
    1. Get an update on an existing incident or service request
    2. Reset your password / unlock your account
    3. Report an issue (log an incident)
    4. Make a request (log a service request)

Have questions before launch? Reach out anytime: help.desk@tbh.net.

Selectpath Healthy Benefits & EWSN Newsletters

We are excited to share with you this month’s edition of our Healthy Benefits Newsletter, written by Selectpath’s Education Specialist, Emily Simpson. Each edition is packed with valuable insights and information designed to enrich your understanding and engagement with topics that matter to you. 

Additionally, EWSNetwork has provided Selectpath clients with their September 2025 Wellness Newsletter.

EWSN_September_2025_Wellness_NewsletterDownload
September_2025_Selectpath_Wellness_NewsletterDownload

Safety Reminder – Bears on Hospital Property

Shared on behalf of Quality and Risk Management

There have been reports of bears on Hospital property near entrances. Please be mindful of your surroundings and remain on high alert while travelling within the hospital perimeter areas, especially near garbage cans.  While black bears are generally shy by nature and tend to avoid human contact (attacks are extremely rare), we still ask that staff, patients and visitors follow these precautions to stay safe: 

  • If encountering a bear, do not approach the animal or attempt to feed it;
  • When on property, arrange to walk in pairs or groups or contact TBRHSC Security (Tel. 684-6509) if an escort is required to walk to or from parking lots;
  • Be aware of your surroundings and use an alternative door if you witness a bear at  the Hospital access points;
  • Contact Security at 684-6509 if you should witness a bear on property;

 To learn more about bear encounters and prevention, please visit the following web link: https://www.ontario.ca/page/prevent-bear-encounters-bear-wise.

2025-09-18-Memo_Safety-Reminder-Bears-on-Hospital-PropertyDownload

Reflections From the Front Lines (New Episode!)

Reflections From the Front Lines provides our health care professionals with an opportunity to share stories and experiences about their role in providing exceptional care for every patient, every time.

We feature these each month during our Town Hall — a virtual venue designed to keep staff, professional staff, volunteers and leaners informed about what’s happening at Thunder Bay Regional Health Sciences Centre and Thunder Bay Regional Health Research Institute.

Check out our previous episodes below (or on the Hospital’s YouTube channel), and be sure to tune in to future Town Halls for more stories.

Desiree Towedeo, Indigenous Care Coordinator, shares a story about how she provided culturally safe care to a patient that led to improved health outcomes during their stay, and how meaningful her role as an Indigenous Care Coordinator is to her.
In this episode, we hear from Megan Valente, Coordinator of Volunteer Services. Megan shares a patient story that highlights a new initiative and showcases how volunteers play a crucial role in the patient experience.
In this episode, we will hear from Michelle Opaski, a Mammographer who works on the Screen for Life Coach. Michelle shares a patient story that highlights how bringing cancer screening services closer to home allows individuals to prioritize their health and detect cancer early.
In this episode, we hear from Nikki Cooper, and Kelti Matson – both Registered Nurses from the Peritoneal Dialysis Renal team. Nikki and Kelti have a patient story that highlights how providing education, compassion, and respect, along with cross-department collaboration, allowed for exceptional patient care.
In this episode, Lyllian Stavropoulos, Co-ordinator of Specimen Collection and Dispatch in Laboratory Services at our Hospital, shares a patient story with us.
In this episode, Ashley Hill, a Registered Practical Nurse in the Emergency Department, speaks about her experience with the cultural safety training called, Repairing the Sacred Circle. Repairing the Sacred Circle was designed, developed and launched by N’doo’owe Binesi at St. Joseph’s Care Group in 2022 with the support and guidance of the Ogichidaa Onaakonigewin – Elders Council.
In this episode, we hear from Dr. Laura Power, an ObGyn at our Hospital. Dr. Power provides us with a look into the interprofessional and comprehensive care available at the Maternity Centre for patients in Thunder Bay and across the region.
In this episode, Mike Heerema, the Critical Care Staffing and Wellness Coordinator in our Intensive Care Unit, tells us about the Tokens of Love initiative for patients and families.
In this episode, we hear from Jessica and Jolene from the Regional Cancer Program at our Hospital.
In this episode, Danielle McLean, a Registered Nurse from the Intensive Care Unit at our Hospital, shares a patient story with us.

New Hours of Operations for Seasons Gift Shop

Effective immediately, the new hours of operation for Seasons Gift Shop at Thunder Bay Regional Health Sciences Centre are:

Monday, 9:00 a.m. – 3:45 p.m.
Tuesday, 9:00 a.m. – 3:45 p.m.
Wednesday, 9:00 a.m. – 3:45 p.m.
Thursday, 9:00 a.m. – 7:00 p.m.
Friday, 9:00 a.m. – 7:00 p.m.
Saturday, 10:00 a.m. – 2:00 p.m.
Sunday (CLOSED)

Celebrating Neonatal Nurses Week: September 13–19

Photo (L-R): Jessica Sadler, NICU nurse; Chloe Holder, NICU nurse; Allie Leclerc, NICU nurse; Brooke Hulina, NICU nurse; and Jennifer Somera, NICU Manager.

This week, we honor the dedication, compassion, and expertise of our neonatal nurses, whose work touches the tiniest and most vulnerable lives every single day. From providing round-the-clock care in NICUs to supporting families through some of their most challenging moments, neonatal nurses are true heroes in scrubs.

Their commitment goes beyond clinical excellence. It’s the gentle touch that soothes a preemie, the calm voice that reassures a worried parent, and the constant vigilance that ensures each newborn gets the best possible start in life.

As we celebrate Neonatal Nurses Week, we extend our heartfelt gratitude to all neonatal nurses for the critical role they play in health care. Their passion and resilience do not go unnoticed. Thank you for your unwavering dedication to the tiniest patients with the biggest needs.

Let’s take this week to recognize, and celebrate our neonatal nurses!

Housekeeping Appreciation Week (September 14-20)

This week, we proudly celebrate Housekeeping Appreciation Week — a time to recognize the dedication, hard work, and vital role of our Housekeeping Team.

Our housekeeping staff are more than just the individuals who keep our spaces clean — they are the foundation of a safe, healing environment. Whether it’s maintaining infection control, offering a comforting smile, or working tirelessly behind the scenes, their contributions are essential to the care we provide every day.

Thank you for:

  • Creating a clean and welcoming environment for patients and families.
  • Supporting infection prevention with meticulous care.
  • Responding promptly and professionally, no matter the challenge.
  • Being compassionate, dependable, and committed.

We see you. We appreciate you. And this week, we celebrate YOU.

Please join us in expressing gratitude to our housekeeping team. Whether it’s a thank-you note, a smile, or a simple “thank you” in passing, small gestures go a long way.

Let’s make this week extra special for the incredible people who help keep our Hospital safe, clean, and cared for.

Happy Housekeeping Appreciation Week!

Some members of TBRHSC’s Housekeeping team.

Security Staff Appreciation Week (September 15-19)

Members of TBRHSC’s Security team.

The Security Services department at Thunder Bay Regional Health Sciences Centre (TBRHSC) strives to provide a safe and secure environment for all patients, visitors, and staff. They are on site and available 24/7 to provide assistance to those in need. Security Staff Appreciation Week (September 15-19) is an opportunity to recognize their commitment to our safety. 

We would like to give a heartfelt thanks to these hard-working and highly-trained individuals for the important job they do. We also appreciate your attention and patience in managing patient pick-up and drop-off in the Fish Lot. Your efforts make a real difference!

To contact our Security Services department, dial extension 6509 or visit the Security window adjacent to the Visitor Information desk at the West Entrance.

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