Honouring Gratitude: In Conversation with Dr. Nancy Down

Every day, the staff at North York General Hospital (NYGH) go above and beyond to deliver exceptional care. Through the Say Thanks program, grateful patients and families can honour those who have made a lasting impact.

Dr. Nancy Down, General Surgeon, has received an astounding 181 Say Thanks contributions—a reflection of the deep gratitude she inspires. A leader in breast care, she has played a key role in developing NYGH’s multidisciplinary breast program, ensuring seamless care from diagnosis to treatment.

With the highest number of Say Thanks contributions to date, Dr. Down’s impact on her patients and their families is nothing short of remarkable. Reflecting on this recognition, she shares what it means to her and the moments that have shaped her inspiring journey in breast care at NYGH.

Honouring Gratitude: In Conversation with Dr. Nancy Down

How do those moments of receiving a Say Thanks pin and card make you feel?

It’s lovely because everyone takes the time to write a personal note—they don’t just sign their name. You don’t always realize in the moment just how much an interaction means to someone, so reading their words later is really special. Each message is unique, and that makes it all the more meaningful.

Are there any Say Thanks moments that stand out?

There are a couple of patients who have been making donations for many years, continuing to send pins even though I haven’t been directly involved in their care for a while. That ongoing connection and appreciation means a lot to me.

Why do you think you’ve received so many Say Thanks donations over the years?

I’ve been here for a long time, so I’ve had many years to collect them! But more than that, I make a conscious effort to ensure patients feel comfortable and relaxed before surgery. Many of them have cancer, and it’s an incredibly stressful time. I want them to go to sleep with a smile, feeling reassured that we’re going to take great care of them. I think that kind of warmth and empathy really resonates with patients.

How do you personally help put patients at ease?

I often try to find something lighthearted to talk about—how they got to the hospital that morning, how many people are waiting for them, recognizing their support system. Sometimes I tease them a little to lighten the mood. We also hold their hand, making sure they know they’re not alone and that we’re here for them.

These donations help the hospital—what advice would you give to your colleagues?

Honestly, advice isn’t even necessary because the culture here is already so warm and personable. You see teams of nurses and anesthesiologists having friendly, reassuring conversations, and patients pick up on that. They often tell me there’s something special in the air here. My advice would be to continue fostering that environment—patients truly feel the care and warmth, and that’s what makes the experience at NYGH so meaningful.

Tell us a bit about yourself outside of NYGH.

I love hosting, cooking, and entertaining—I actually just made lemon squares to bring in for the staff! Sunday night dinners with family and friends are one of my favorite traditions. I also enjoy hiking, walking, and skiing, but bringing people together around a table is my true passion.

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