When Doreen Pippy picks up the phone each morning, she’s not just returning calls. She’s offering help. As Health PEI’s Provincial Patient Navigator, Doreen is the bridge between Islanders and the care they need, guiding them through a complex system that many people struggle with.

But her journey to this role wasn’t just professional; it was deeply personal.

“I always wanted to help people,” said Doreen, reflecting on her career path. A trained dietitian, she worked across various Health PEI departments and even off-Island before returning home. Yet, it was her experience advocating for her father during his illness that truly shaped her calling.

“When my dad was sick, he didn’t have a family doctor. We didn’t have anyone to help us navigate the system,” she recalled. “Fortunately, I worked in healthcare, so I could do that. But it breaks my heart for patients who don’t have someone like that. It was challenging.”

That experience lit a fire in Doreen, a desire to ensure no one else would face the system alone. Today, she’s the voice on the other end of the line for Islanders who feel lost, overwhelmed, or simply unsure of where to turn.

Her day begins with a review of messages and emails. “I respond chronologically,” she explained. “I always encourage people to leave voicemails. I can’t answer every call as it comes in, but I will always call you back.”

What surprises many is the sheer scope of her role.  Sometimes the answers aren’t at her fingertips, and she must search for them. Finding the right path can be challenging, even from inside the system, but by the end of most calls, voices soften and people feel heard.

Collaboration is also key. While she doesn’t provide medical advice, Doreen works closely with care teams to ensure patients get the information they need. “Sometimes providers don’t have time to make the call, so I can help do that step for them.”

“If I can get someone to any point of care, it’s been a good day,” she said. It might not be what they expected, but it’s progress. Her goal is simple, but profound: access.

Doreen remains the sole provincial patient navigator for now, a role she carries with empathy and a deep understanding of what it means to be on the other side of the system.

“I’ve been there,” she said. “And that’s why I’m here.”