For patients undergoing treatment or receiving care, comfort can come from the most unexpected places. This was certainly the case for Gary Davies, who five years ago was diagnosed with acute promyelocytic leukemia (APL), a rare and aggressive form of blood cancer. At one point during treatment, doctors didn’t think he would make it through the night. Thanks to the leukemia specialists at The Ottawa Hospital, she pulled through and now lives cancer-free. Since then, Gary has had regular check-ups. Before each visit, he receives an automated phone call from The Ottawa Hospital reminding him of his appointment. Every call has the same deep, inviting voice. “When I first started hearing this voice, I was at a very vulnerable time in my life,” Gary explains. “There was something about his tone and manner that put me at ease, so I loved when he ‘called’ me. Even though the voice on the other end of the line is pre-recorded, something about it resonated with Gary—so much so that he finally felt the need to solve the mystery of “who is this man?” For the past five years, former patient Gary Davis has found great comfort in the voice he hears on our phone recordings.
If you know, you know: The “voice” of the Ottawa hospital
If you’ve ever called the main hospital phone line, you’ll be familiar with the smooth baritone greeting, “Welcome to The Ottawa Hospital.” For many patients, this voice is their first point of contact with the hospital. For patients like Gary, it has been a constant companion since his diagnosis, providing regular reminders of upcoming appointments. Curious as to the identity of this stranger, Gary began to investigate. He soon learned that the person on the other end of the phone recording is actually a staff member at the Ottawa Hospital.
Hear the ‘voice’ of The Ottawa Hospital
After five years, the mystery is finally solved
Pierre Charbonneau is a technical systems analyst who has worked at the Civic Campus since 1995. “I’m a telephone technician who happens to do voice recordings,” says Pierre with genuine humility. “What I do with my voice is deliberate and deliberate,” says Pierre. “I’m changing my voice. I have a certain attitude and smile that I put on when I record.” Pierre’s voice has been part of The Ottawa Hospital’s phone system for 25 years. When he was first asked to take on this important role, he was already well prepared, having worked as a disc jockey at parties and weddings since the age of 12. Although Pierre’s smooth baritone is the result of years of practice, he never really knew the kind of comfort it brought to some patients – that is, until recently, when Gary reached out and asked to meet the man behind the voice.
Face to face with the man behind the voice
Technical systems analyst Pierre Charbonneau has been the voice of The Ottawa Hospital for the past 25 years. Pierre was thrilled to learn that he had such a positive impact on Gary’s patient experience. As the old saying goes, you should never meet your favorite rock star because he might let you down. We can confirm that this was not the case for Gary, who had the opportunity to meet Pierre in the spring of 2022. “I wasn’t scared when I went to see you,” Gary tells Pierre, “but I was wondering what it would be like. I’m not as comfortable with everyone as I am with you. You were wearing a mask and a visor, and even as we were going up, I thought, “I don’t feel uncomfortable.” Sitting in Pierre’s office on the Civic Campus, the two chatted for nearly two hours. “We just made it,” Pierre recalls. “I was more than happy to talk to Gary and build that relationship with him.” “There’s some innate deep goodness in Pierre as a person that allows him to bring out what I’m hearing,” Gary explains. “This kindness is not something that can be manufactured. There’s kindness in his whole being, and I think that’s what I relate to. And when I met him, I saw it.” Although Pierre is nearing retirement, he has no plans to retire his voice. “I’ll keep doing it as long as they let me,” says Pierre. “If it’s a small part, it’s a small part of the bigger picture that Gary went through.” Pierre’s voice now gets airtime outside of The Ottawa Hospital… If you ever call Gary and get through to his voicemail, you’ll be greeted by Pierre’s smooth baritone! Support patient care and research at The Ottawa Hospital
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