Leading with Compassion: Meet Shannon Patterson, BSW '95

Meet Shannon Patterson, BSW ’95, Executive Director of Consumer and Patient Experience at Stamford Health, as she reflects on her time working in healthcare during the COVID-19 pandemic, how her social work background continues to shape her leadership, and the global experiences that have influenced her career. From memorable moments at King’s to travelling to more than 40 countries, Shannon shares thoughtful advice and insights into the rewarding adaptability of a career in social work.

You were working in patient experience during the height of the COVID-19 pandemic. What was that time like for you, and how has it shaped the way you approach your work today?

The COVID-19 pandemic was an unprecedented time for everyone, and we certainly experienced the gravity of the situation working in healthcare in Brooklyn, New York. My role in Patient Experience was adapted to support our operational command center at the hospital. Our job was to support patients, their families and our staff. It was a daily balance of resources with an increasing acuity, volume, fear and exhaustion among the staff. They had to care tirelessly for patients at the hospital while also managing their own families at home. Without a doubt this was the most challenging time in my career, I often reflect on how our team came together to care for our community and each other.

My social work skills were incredibly valuable during this time. Employees would come to the command center in tears, fearful, fatigued and unsure of what to do. My colleagues appreciated my ability to offer support and to problem-solve with them, or sometimes just provide empathy and active listening.

Thinking back to your time at King's, is there a moment or memory that really stands out to you?

I truly enjoyed my time at King's. A memorable experience was being a Teaching Assistant (TA) for an introductory Social Work course. It was definitely outside my comfort zone, but now I regularly stand in front of large groups speaking at conferences, and I draw on this experience from King’s.

The friendships I made at King's were so important to my experience. A classmate and dear friend of mine ended up being hired by the Ministry for Children and Families in British Columbia at the same time as me after we graduated. It was wonderful to have a connection in a new province, taking on the first roles in our careers. And of course, the events held for the BSW students were super fun and memorable!

You've lived and worked in several countries, how have those international experiences influenced you both professionally and personally?

For me, travel and exposure to different cultures are so important for both personal and professional growth. When I moved to the UK, my Canadian degrees in Social Work were very highly regarded. At that time the local authority for a particular region of London, England, flew to Canada to interview candidates for child protection and regulatory roles. It was an invaluable experience to work in a new country, while also leveraging my own strengths and ability to problem-solve on a daily basis. Not to mention visiting families all over England, while also driving on the opposite side of the road! Moving to the USA was definitely a greater learning curve, as my career moved more firmly into healthcare, and into increasingly senior roles. In many ways, the system here is quite different. Still, I see many similarities with the importance of hospitals' connections to their community, awareness of the social drivers of health, and access to care being a top priority.

What advice would you share with current Social Work students who are just beginning their careers?

The most exciting thing about a career in social work is its adaptability. I started my journey with a plan to get my Master of Social Work (which I later got), and then become a lawyer. I got accepted to law school in Canada, but at the same time was offered a position in the UK. I decided to defer my acceptance and I never looked back!

Social work is a wonderful career in and of itself, with opportunities in child protection, hospitals, schools, independent practice, and beyond. But, it is more than that, it is also a great foundation for law, business, government, and so much more. Having a practicum allowed me to try different things and helped rule out a couple of areas I thought I would have loved but were not the right fit. I love what I do now as the Executive Director of Consumer and Patient Experience at Stamford Health, and every step along the path that led me to this point.

You’ve travelled to more than 40 countries, what’s been your favourite destination so far, and what made it so memorable?

I do hate to pick favourites! I have loved various countries at various points in my life. I loved going to Egypt during high school. Coming from a smaller town in northern Ontario, I would never have dreamed of such an adventure. One of the most impactful trips I've taken was a solo overland safari in Kenya and Tanzania, which gave me a great sense of resourcefulness and accomplishment. I also loved my honeymoon in Bali, and every destination I have visited with my husband since. I can't wait for the next adventure!