Welcome to our new series, The People of Primary Care: the human stories behind the healthcare you receive at your doctor’s office or healthcare hub.

Please introduce yourself.

My name is Emily Despond and I’m the Hub Coordinator for the Hamilton Family Health Team’s Queensdale Hub.

What does a Hub Coordinator do?

In my role as Hub Coordinator, I combine traditional administrative support—such as managing phones and faxes—with operational oversight to ensure our healthcare providers and building run effectively so they can provide the best patient care. I act as a central link for team-based care, focusing on patient care coordination, referral management, and seamless communication between providers and patients.

What brought you to this profession?

I have always been driven by a strong desire to make a meaningful impact on the lives of people in my community. Early on, I realized that some of the most vital work in healthcare happens behind the scenes—ensuring that providers have what they need to work efficiently and that patients don’t feel lost in a complex system. Combining my passion for helping others with my operational and organizational strengths brought me to the Hub Coordinator role. It allows me to be the supportive backbone for both health professionals and patients, which I find rewarding.

Why primary care?

I specifically chose primary care because I feel it sits at the very heart of community health. Primary care offers the unique opportunity to support patient journeys. I wanted to work in an environment where collaboration happens daily, and where my coordinating efforts directly contribute to a seamless, health experience for patients.

What brings you joy in this role?

For me, joy comes from helping patients navigate their care when they need it most. Healthcare can be complex, and being able to guide someone through that process or be a reassuring voice makes a real difference. At the same time, I get so much joy from working alongside my amazing team and coworkers every day. Seeing the direct, positive impact that I make on both my team and patients is what makes me look forward to coming to work.

Where can we find you when you’re not in the office?

When I’m not at the office, there is a 100% chance I am with my dogs! They are my ultimate sidekicks! Other places you might find me are baking up a storm or getting lost in a good book. I also love to travel!

While most people know me as a dog lover, they might be surprised to learn that I also manage a little backyard homestead! When I’m off the clock, I am a passionate gardener—tending to my vegetable garden, fruit trees, and berry bushes—and the proud owner of a flock of chickens.

Read more about the people behind your care!