
Janet Laba puts on her blue volunteer vest and gets ready to help the many patients and families who come to the hospital’s information desks. But instead of commuting to The Ottawa Hospital, Janet walks into her home office and sits down at her computer.
Janet is one of the 50 volunteers who are now providing compassionate care and a helping hand at The Ottawa Hospital’s new Virtual Information Desk – the first of its kind in hospitals across Canada.
The Virtual Information Desk is quite simple. Once logged in, volunteers appear on a large screen mounted at the Information Desk inside one of the hospital’s campuses. Through secure video chat on Microsoft Teams, they can see, hear and speak to people at the desk in real-time.
“It is, for sure, different than we used to do, but the joy of helping others is enormous,” said Janet, who has been volunteering for The Ottawa Hospital since 1985.

In March, more than 1,400 volunteers were asked to stay home as part of The Ottawa Hospital’s response to COVID-19. Janet was overjoyed that she could continue to help the community in this way.
Still, helping people virtually takes some getting used to.
“It is a little strange to work from home,” she said. “I miss sometimes going with a patient and talking with them, but we still can connect with them, even though it is over a monitor. We are still learning the process, but there are surprising moments every day.”
Ulyana Osorio, Coordinator, Volunteer Resources, Civic Campus, came up with the idea for the Virtual Information Desk after video chatting with one of the hospital’s volunteers.
Ulyana shared her vision with Suzanne Lariviere Coordinator, Volunteer Resources at the General Campus, who immediately believed in the project, and together they started developing it. Ulyana and Suzanne met with Stephen Roos and his Audiovisual team to talk about how this idea could come to be at the hospital.
“Stephen Roos, Alain Audette and the Audiovisual Team brought our vision to life in such an elegant and sophisticated way,” said Suzanne.
“It’s great timing,” Ulyana said. “More patients and visitors are coming to the hospital and need directions to their appointment. We have the technology, so why not use it and let our volunteers do what they do best virtually? After all, the volunteers are the heart of the hospital.”
The virtual information desks have other benefits, too. Having volunteers help from home means that there is no need for them to use PPE (personal protective equipment), and there is no risk of transmitting the virus.
“It took only four weeks to go from idea to reality,” said Suzanne. “It wouldn’t have happened without amazing support and encouragement that we got from our leadership team.” That team included Sherri Daily, Manager of Volunteer Resources, Laura MacDonald Director of Labour Relations and Volunteer Resources and Renée Légaré, Executive Vice-President and Chief Human Resources Officer.
“After all, the volunteers are the heart of the hospital.”
The project has been so successful that other hospitals in Ontario have contacted The Ottawa Hospital for advice on how to set up a Virtual Information Desk for themselves.
Volunteers sign up to help the public in two-hour shifts between 7:30 a.m. and 3:30 p.m. with the possibility of expanding the hours as the program rolls out. The Virtual Information Desk will continue into the foreseeable future.
If you have not seen the Virtual Information Desk in action, please stop by and say hello to the volunteers on screen at the Civic and General Campuses.

Support patient care and research at
The Ottawa Hospital
You might also like…
New reusable surgical gowns a step towards greener operating rooms
The Ottawa Hospital is finding safe, innovative ways to reduce medical waste in its operating rooms by using more environmentally sustainable products.
“Crash testers”: Preparing our health-care teams for real-life emergencies
Swapping patients for manikins, our Simulation Patient Safety Program recreates medical emergencies right in our hospital, allowing our care teams to “crash test” their responses to cardiac arrests, respiratory failures, mass casualty events and more. Dive into this Q&A for a closer look at how this training program enhances patient safety and quality of care.
The place to be: The Ottawa Hospital recognized as one of Canada’s most admired corporate cultures
The Ottawa Hospital (TOH) has been named one of Canada’s most admired corporate cultures. Guided by compassion and commitment to patient care, TOH has developed a workplace culture that inspires confidence and trust in our employees, patients and family members.
2SLGBTQIA+ care at The Ottawa Hospital: A helpful guide
The Ottawa Hospital offers an array of services and resources to help meet the specific care needs of the 2SLGBTQIA+ community — including a provincial-first gender-affirming surgery clinic, a 24/7 care program for survivors of sexual assault and intimate partner violence, and a specialty clinic for medically complex patients seeking help on their transition journeys.
New radiation machine targets cancer with pinpoint accuracy — even as the tumour moves during treatment
“We can deliver a radiation treatment that’s exactly personalized for the patient on that day.” The Ottawa Hospital Cancer Centre is now one of the first in Canada to acquire the state-of-the-art MR-Linac radiation therapy system.
Watch: Princess Margriet of the Netherlands sent us this lovely video message for the Civic’s 100th anniversary
If you’ve ever wondered why tulips are so important to our city, the answer involves a world war, a royal family and The Ottawa Hospital’s Civic Campus. In this special video message, Her Royal Highness Princess Margriet of the Netherlands shares why the tulip is a special symbol of the endearing friendship between her country and Canada.