At Humber River Health (Humber), community engagement and patient advocacy are more than just strategic priorities, they are commitments rooted in equity, listening, and action. One recent example of this is the series of Anti-Black Racism (ABR) Listening Sessions, held with both internal and external stakeholders, to understand and address how systemic racism affects access to care, patient experience, and workplace belonging. 

These sessions were part of Humber’s broader strategic direction to embrace Equity, Diversity, and Inclusion (EDI), a key pillar within their 2023–2026 Strategic Plan. This direction includes a clear objective, to address racism, with a particular focus on anti-Black racism. Given that a significant portion of the community served by Humber identifies as African, Caribbean, and Black (ACB), this work is essential to ensuring safe, equitable, and inclusive healthcare. 

The Sessions 

Between February 2024 and March 2025, Humber hosted 15 ABR listening sessions, nine internally with staff, physicians, and volunteers, and six externally in community settings across North West Toronto. These sessions were not designed to solve problems in the moment, but to deeply understand the lived experiences of those impacted by anti-Black racism. From patients hesitant to share sensitive information with providers due to fear or past harm, to staff and volunteers describing feelings of exclusion, the stories shared were a powerful reminder of how racism can manifest across all aspects of the healthcare journey. 

Importantly, these sessions were led by trained internal facilitators, including members of the hospital’s leadership team. This choice highlighted the responsibility of leaders to actively listen, not just observe from a distance. Facilitators underwent training to ensure they could create safe spaces and practice active, nonjudgmental listening. 

“Every story is a lived truth,” shared one of the session facilitators. “Our role was to listen, not to correct or explain. This was about hearing what people have experienced, without defensiveness, and understanding what needs to change.” 

The Results 

The insights gathered through the listening sessions have since been thematically analyzed and validated by participants. This analysis formed the foundation of an internal Anti-Black Racism Action Plan, co-created with over 25 staff, physicians, and volunteers who stepped forward to help shape the hospital’s next steps. 

Key areas of action include: 

• Continue to foster workplace diversity and associated recognition opportunities 

• Strengthen employee support and incident reporting mechanisms 

• Education and training centered in compassionate, culturally inclusive care 

• Better communication around wait times, process and care transitions 

• Improvement for greater privacy when asking personal information and enhanced access to translational services in treatment areas 

• Continue to strengthen relationships with community service providers who support the African, Caribbean, and Black community to deepen understanding and enhance the overall patient experience 

One example of progress already underway is the inclusion of equity and inclusion-based questions in Humber’s most recent engagement survey. Other efforts include the rollout of an anti-Black racism eLearning module for staff, and ongoing cultural celebrations and professional development focused on equity. 

Empowerment and Engagement 

Patient education and empowerment is about making sure patients feel safe, respected, and heard. The ABR Listening Sessions revealed that when patients feel discriminated against or misunderstood, it directly affects their willingness to share important information, which can impact diagnoses, treatment adherence, and overall health outcomes. 

By engaging directly with the community, both within the hospital and externally, Humber is helping to build trust and foster long-term relationships. These relationships, particularly with local organizations such as the Jamaican Canadian Association, have helped ensure that engagement is grounded in real, lived experiences and that recommendations reflect the needs of those most affected. 

Another key success of the initiative was the hospital’s commitment to communication and accountability. Humber shared the findings of the listening sessions first with those who participated, followed by a hospital-wide town hall, an all-staff memo, and opportunities for anonymous feedback through digital forms. In addition, Humber also followed up with all six participating community organizations, ensuring that the external voices who contributed were kept informed and engaged in the outcomes of the sessions. This transparent approach helped reinforce that the sessions were part of a genuine process of listening, learning, and change. 

Moving Forward 

While the listening sessions have concluded, the work continues. The ABR Action Plan is just one part of Humber River Health’s long-term commitment to addressing racism and creating a more equitable system for patients and staff. Equity-focused leadership, culturally responsive care practices, and community-based partnerships are the building blocks for the inclusive, compassionate health system that Humber is striving to build. 

“The act of listening itself can be healing, but listening must lead to action,” said one of the facilitators. “When we carry what we have learned into our policies, our practices, and our decision-making tables, that is when we begin to create true change.” 

By elevating the voices of those historically marginalized, and embedding equity into its operations, Humber River Health is demonstrating how hospitals can be catalysts for trust, empowerment, and community-led transformation.