Meet one of Unity Health Toronto’s Caring Hearts, Leading Minds: Sean Chai-Chong
Caring Hearts, Leading Minds: Sean Chai-Chong, Manager at the Outpatient Pharmacy, Providence Healthcare
Story and Photos by Katie Cooper
When Anne Jackson’s late husband was discharged from Providence Healthcare, she suddenly found herself managing multiple prescriptions. Right away, she noticed something special about Manager Sean Chai-Chong and the Outpatient Pharmacy team. He didn’t just dispense medications—he took the time to sit down, review prescriptions thoroughly, explain any changes in plain language, and follow up when issues arose
“I felt listened to, not rushed,” she says. Long after leaving the hospital walls, Jackson chose to continue picking up her husband’s medications monthly at Providence instead of a community pharmacy. As a retired nurse and former nursing educator, she was so pleased with their approach that she began filling her own prescriptions at the pharmacy and has continued doing so for the past ten years. “I find he knows me as a person. I trust him completely.”
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That same commitment to person-centred care is reflected in Chai-Chong’s day‑to‑day work at Providence Healthcare’s in-house pharmacy. Mornings are busiest with the rush of patients picking up their discharge medications. This involves in-depth medication reviews that monitor the status of a patient’s health on current medications, identify side effects and contraindications, and suggest alternatives.
He also counsels patients one-on-one. “I enjoy the chance to talk to patients and see their improvements,” says Chai-Chong. “I feel that I can make a difference in their health, that what I do matters.”
The team of ten at Providence — three pharmacists and three technicians per shift — handle around 30 discharges per month. After a morning of discharge reviews, the remainder of the day is balanced between processing prescriptions, dispensing, counseling, and managing peak periods. Across Unity Health, 35 staff operate in-house retail pharmacies at St. Joseph’s Health Centre, St. Michael’s Hospital, and Providence Healthcare.
Chai-Chong started his career in retail pharmacy with plans to run his own store. His path changed following a student placement in the dispensary at Providence. Drawn to the organization’s collaborative, family-oriented culture and approachable leadership, he chose to stay. “I loved it so much. I would have worked for free,” he says.
Around 2010, he was asked to help launch the outpatient pharmacy at Providence, becoming the manager by default as its sole pharmacist. Initially focused on dispensing discharge prescriptions and medications for staff, the pharmacy began retaining patients after discharge and fostering long‑term relationships. Under Chai-Chong’s leadership, what started as a two-person team evolved into the large multi‑service outpatient pharmacy it is today.
Compared to his early years working at a popular retail pharmacy chain, Chai-Chong has seen the benefit of an in-house pharmacy first-hand. For example, prescriptions can be filled the same day, avoiding the delays which can be seen in retail pharmacies.
The implementation of Epic in December 2024 – the network wide electronic patient record system – greatly improved his day-to-day workflow. Access to a patient’s clinical and lab data as well as medication history enhances his ability to confirm appropriate treatment, make recommendations, and investigate possible discrepancies.
Accessing physicians directly is also a breeze. Instead of relying on calls and faxes, “I can just walk upstairs to the unit and ask the doctor,” Chai-Chong says.
The patient population at Providence is varied, largely centred around older adults with complex health needs. Most are connected through the stroke and neurology units or the Adult Day Program for patients with dementia. Bariatric patients often come to the centre for ongoing medication management and support following surgeries performed at St. Michael’s Hospital and St. Joseph’s Health Centre.
A major part of Chai-Chong’s role has been helping patients navigate drug coverage and affordability. “Finances shouldn’t be a barrier to the service,” he says. To further support his patients, he identifies government support that patients may qualify for, and when needed, connects folks to a social worker to access hospital funding.
Reflecting on the past 16 years at Providence, Chai-Chong says, “Our practice has evolved quite a bit.” Beyond medications, the pharmacy plays a critical role in supporting safe discharge by providing essential mobility equipment. In the past year, Chai-Chong’s team supplied more than 220 walkers and 130 canes to patients in need.
“And then of course, we do a lot of prescribing, especially during allergy season,” says Chai-Chong. In recent years, the range of injections his team can offer has expanded as well. “It used to be only flu shots,” he says. “Then it slowly increased to COVID and travel vaccines.” His team also mixes and administers botox injections for stroke and neurology patients.
“Our main function and focus is to help our patients transition home safely,” says Chai-Chong. “Secondly, is to support the clinics and the patient base. And then the last thing is to keep our current patients and staff that enjoy our services happy and well served.”
“Sean provides pharmacy services with genuine compassion and character,” says Director of Outpatient Pharmacy Jeff Petten. “His personal engagement in patient care and ability to foster inclusive and trusting relationships, both within the pharmacy and across Providence programs, has earned him widespread respect.”
One such happy customer is Amgad Tadrous, Operations Leader in Clinical Engineering at St. Michael’s and Providence. Three years ago, he transferred his wife and his care to Providence and immediately noticed the difference. “The service, the knowledge, the experience—it’s just better.”
At 88 years old and managing diabetes, chronic knee pain and mobility limitations, Anne Jackson’s son is usually the one to now pick up her medications. However, it is not uncommon for Chai-Chong to drop them off at her home at the end of a busy shift. “I’m happy to go deliver because it’s so close,” he says. Anne invites him inside for a visit with her lively dogs while she asks him for updates about his kids. Between laughs they discuss her current medications and he assists her in administering eye drops.
Jackson has a clear message for anyone who thinks that pharmacists simply fill medications. “They’re very knowledgeable. Behind every doctor, there’s a pharmacist who is giving that drug and knows the interaction with your body.”
When it comes to Chai-Chong specifically, Jackson is quick to sing his praises. “He’s approachable and sincere. He answers my questions and he gives me choices. I wouldn’t go anywhere else.”
You can meet Sean on Sept. 26 at the Providence Way Walk & Roll where he will be joining friends, colleagues, patients and their families in the walk to raise funds for Providence Healthcare Foundation.