“The Pitt” and the patient: Reflections on Empathy and Health Systems

I may be late to the proverbial “party” on this one (as usual), but I recently watched The Pitt, (a show set over one 15-hour hospital shift in a hospital’s ER in Pittsburgh Pennsylvania), and given my work history in healthcare, some of the themes really hit home. I’ve never worked in a hospital, but I was struck by how the show pulls the viewer into every small moment, every decision, every bit of exhaustion and empathy that defines a day in healthcare.

Having spent much of my career on what’s often called the “admin side” of health, I found myself reflecting on the tension between clinicians and administrators that runs through the story. Though The Pitt is based on the U.S. system, I know the challenges and tensions aren’t unique to the United States, it’s something often felt in Canada as well.  Whether tracking performance indicators or caring for a patient in crisis, everyone’s under strain.

In the show, Dr. Robbie lashes out at hospital leadership for being too focused on quality scores.  Those macro-level KPIs can seem detached from the person needing immediate care, but as someone who’s worked in health system operations, I couldn’t help but think: it all matters. The metrics, the money, the moments are all part of the same ecosystem.  The challenge is aligning them and balancing them with the same goal.

Most of my own work has been in what I would call the “private but not private” side of healthcare — leading integrated medical centres that bridge universal coverage and patient-paid services. It’s a space that doesn’t always fit neatly into policy conversations or appeals for funding or support, but it’s where I learned that if we are truly to solve our healthcare crisis, we need to recognize the unique role that all providers and organizations play in the patient's journey. Healthcare truly does depend on effective collaboration, humility, and respect across every level.

In the end, The Pitt reminded me that no health system is immune to stress and conflicting demands. Yet amid all the pressure and complexity, one truth that connects everyone working in healthcare: the patient is the reason for the work.  Whether a physiotherapist supporting a post-op patient in a private setting, a nurse working a night shift or the head of a health authority, we must ensure that the patient never gets lost between the spreadsheets and the stretchers.  As Canada’s health system becomes increasingly disjointed, spanning public, private, non-profit, and hybrid arrangements, it is imperative to keep the patient at the centre of it all and begin looking at the system from this higher level lens - not simply the universal system or with the hospital lens.

The patient journey doesn’t end when the patient leaves the hospital.  As care becomes more distributed across public, private, and community settings, improving that transition is critical and offers a huge opportunity to improve the patient’s journey and outcome.

If you work in allied health or integrated care and also recognize a huge opportunity to improve the patient journey, lets connect and exchange ideas.

AI Is Here (and it’s not going away!): How Canadian Non-Profit Leaders Can Use It—Safely and Strategically

Practical Ways Non-Profits Can Use AI Right Now

Save Time on Admin & Reporting Tasks

The most obvious way to “dip the proverbial toe” into the AI game is to use it to save time on administrative tasks.  AI tools like ChatGPT, Microsoft Copilot, and Google Duet can help draft board reports, donor letters, grant applications and internal communications.  I’ve found it to be especially helpful for taking meeting notes and creating meeting minutes. 

Resource:  The Project Management Institute has many courses focused on using AI to manage projects. 

Improve Fundraising and Donor Stewardship

For larger non-profits who maintain a CRM system, Canadian tools like Fundraising KIT use AI to analyze donor behaviour, suggest optimal outreach timing and personalize messages at scale.  Evan for smaller organizations who want to increase their resource development activities, it’s worth taking a look at the technology as it develops, because it changes quickly. 

Resource: Fundraising KIT has several free resources on their website – take a look and give one of them a try!   

Strengthen Volunteer Management and Engagement

AI can help smaller non-profits by automating volunteer coordination tasks such as scheduling shifts, sending reminders, and tracking volunteer hours. Some AI tools even analyze volunteer data to identify engagement patterns and improve retention.

Resource:  Check out online systems such as Sign Up Genius and Track it Forward – both systems use AI for components of their analysis. 

Risks to Watch Out For:

Reproducing Bias or Exclusion in Program Delivery

AI systems can unintentionally reinforce systemic inequities—especially when built on biased data or applied without community input. For example, an AI chatbot that only “understands” formal English might exclude newcomers, youth, or people with disabilities. One way to mitigate this risk is to involve those with lived experience in testing the tool and asking “who might this tool leave out?”. 

Data Privacy and Compliance

Uploading sensitive data into free AI tools may violate Canadian privacy laws or funder agreements. Using AI often means uploading data to third-party platforms—sometimes outside of Canada or outside your control. This can expose sensitive donor, volunteer, or program participant information to unintended use. To mitigate this risk only use PIPEDA-compliant tools and ensure that staff is trained properly on what data can and cannot be entered into the system.  Finally, it’s important to communicate transparently with stakeholders about AI use and privacy. 

Overuse and/or Staff Resistance

I’d bet that nearly everyone on your team already has an opinion about AI. Some are likely using it already—quietly drafting emails or brainstorming with ChatGPT—while others may view it as a threat, not a tool, and avoid it altogether. There’s a wide spectrum of engagement levels taking place in the non-profit sector right now. The examples shared in this article are intentionally low-risk and supportive—but even these can raise concerns. To reduce resistance, leadership should be clear and proactive:  AI is here to support your team, not replace it. Involve staff in exploring how these tools can be used safely and meaningfully in your context. When people feel included and informed, they’re more likely to lean in than push back.

Three Things EDs Can Do Right Now to Set the Tone for Safe, Strategic AI UseBottom of Form

1. Pilot Something Small.  Try using AI to draft a policy, write a thank-you letter, or analyze a survey.  Invite a few members of the team to also join and provide feedback. 

2. Create internal guidance. Who can use AI, and for what? What data is off-limits?

3. Connect with peers. Ask colleagues in professional groups what they are doing and how they are using AI in their non-profit.  There are many resources on the internet that can also help. 

Three Questions Every Non-Profit Board Should Be Asking About AI Right Now

1. Are we already using AI tools—and how?
   You might be surprised what staff have already started testing.

2. Do we have the right governance in place?
   If not, start with light-touch principles: equity, privacy, transparency, mission-alignment.

3. Are we supporting strategic innovation?
   AI should be a board-level conversation—not just a back-office experiment.

AI may not be a silver bullet for your non-profit – but it can be a smart tool in the toolbox.  Start small. Stay strategic. And above all, make sure the use of AI strengthens – not sidesteps – the organization’s mission and values. I’m here to help! If you need help looking at how to integrate AI into your non-profit, or developing your AI policy and procedures, reach out to chat!