Meet the Winners of the 2025 Bertin Award for Excellence in Customer Service!

The Bertin Award for Excellence in Customer Service is an annual award that recognizes and honours the work of individuals who demonstrate the values of Sunnybrook Health Sciences Centre and a commitment to excellent customer service in their daily work with patients, families and colleagues.

Congratulations to this year’s winners.

*Winners are listed in alphabetical order.

Rocio “Rosie” Alcantara – PAA, B4 NVU

Rosie is the first friendly face that patients and families see when they arrive to the unit, and she always has a smile and treats for those around her. When one particularly devastated family came to the unit and Rosie immediately provided emotional support, provided them with basic, yet often forgotten necessities, such as water and tissue, and went out of her way to find them a quiet area where they could privately grieve. As part of the regional stroke program, Rosie consistently works above expectations of her role, by providing support to the repatriation process and actively engages in our stroke distinction project. Suffice to say, Rosie is our hub of activities that supports both customers and colleagues alike.

Rosie leads by example when fostering respect and inclusivity in work relationships. On a daily basis, she interacts with individuals from diverse cultural backgrounds, different walks of life, and professional roles. She emulates warmth, acceptance and belonging, which is why she is a frequent “go-to person” for those in need of help or comfort.

Rosa Ferreira – Patient Service Partner, G-wing Inpatient Services

Rosa is not just a Patient Service Partner, she is the backbone of the unit – a compassionate caregiver, a dedicated team player and an unwavering advocate for patient well-being. She sets the gold standard for what it means to provide exceptional service in health care, making a lasting impact on patients, staff and physicians alike. Rosa goes above and beyond by donating clothes, purchasing toiletries and organizing cooking activities to engage patients in meaningful ways.

Rosa’s commitment to excellence is seen in everything she does. She doesn’t simply perform her duties, she elevates them by ensuring that every patient receives the kind of care she would want for her loved ones. Rosa sees the dignity in every small act and understands that these moments contribute to a patient’s comfort, confidence and overall well-being.

Carrie MacCready – Financial Planning Analyst, Financial Planning & Analysis

Carrie consistently demonstrates an exceptional ability to anticipate stakeholder needs, providing proactive and insightful financial guidance that builds trust and empowers effective decision-making. This is particularly evident in her support for the new Hurvitz Brain Science Centre, where she ensured program stakeholders fully understood the financial implications of the project. Carrie proactively scheduled individual consultations to explain complex analyses, anticipating potential concerns and providing tailored insight.

Carrie’s commitment to excellence and her willingness to “roll up her sleeves” enables her to provide exceptional customer service by deeply understanding operational complexities and delivering tailored solutions. She consistently prioritizes accuracy and thoroughness, ensuring that financial analyses and reports are not only precise, but also provide actionable insights for stakeholders.

Glenn Madden – Lead Head Plumber, Plumbing Shop, Plant Operations and Maintenance

Glenn is a highly skilled tradesperson, an effective team lead at the Plumbing Shop and provides excellent customer service on a daily basis. He has a pleasant demeanor and remains calm, cool and collected under pressure. He collaborates and communicates well with internal customers in a respectful manner. Glenn’s thorough approach and problem-solving skills are instrumental in finding an effective and sustainable solution to any problems that come the team’s way.

Whenever there is a major Code Brown, much like July 2024 with over 100 simultaneous Code Brown announcements, Glenn is always quick to step up and respond. He remains calm under pressure, works tirelessly to stop the flow of water and mitigates the risks to patients, staff, the property and visitors. His quick thinking and steady presence during these critical situations are invaluable in ensuring the safety and well-being of everyone involved.

Paige Reason – Coordinator, Infection Prevention and Control

Paige is an outstanding member of the Infection Prevention and Control Department and has demonstrated outstanding customer service through her commitment to both staff and patient safety. One particularly noteworthy example is her work in rolling out point-of-care disinfectant wipes for clinical staff across all hospital areas and sites. She managed this project from start to finish, working closely with stakeholders in both clinical and non-clinical settings to ensure a seamless implementation.

She fosters genuine connections by actively listening, validating concerns, and providing practical, solutions-oriented support. Whether working with clinical teams, engaging with frontline staff to address patient concerns, or collaborating with leadership to drive quality improvements, Paige ensures that everyone feels heard, valued and supported.

Gerum Tesfaye – Parking Attendant, Parking Services

Gerum possesses a “can-do” attitude where he always has the biggest smile on his face no matter what he is doing. He interacts well with any parking concerns with patients, even in the coldest weather he is smiling and helping coordinate cars in front of the M-wing entrance. Gerum is the type to go out of his way to help others and to make sure things are dealt with, when it is not even his job to do so.

He played a large role in ensuring all was dealt with the morning of the Staff BBQ in June of 2024 by helping coordinate heavy decor and going out his way to help find items to assist with the event itself. Again, not a part of his day-to-day responsibilities, but Gerum has always stepped up to any occasion to help. He is a reliable employee who is always willing to help, while remaining attentive to patients and their families.