Located in Markham Stouffville Hospital (MSH), the Outpatient Pharmacy opened in 2024 to serve high-risk Oncology and Mental Health patients, who typically have complex medication-related needs. 

Prioritizing these high-risk, vulnerable patients created a more seamless experience, as all services were connected and available to them in one place, ensuring they received the care they needed in a timely and efficient fashion. 

In February 2025, the Outpatient Pharmacy expanded to serve everyone, reinforcing the organization’s commitment to delivering more accessible, equitable, and person-centred care. 

The pharmacy improves the patient experience by allowing patients to fill prescriptions immediately after appointments or hospital stays, reducing treatment delays, and improving ease and accessibility by being onsite. The pharmacy’s offerings have also expanded to include over-the-counter items. 

The new Outpatient Pharmacy also has an advanced automated medication dispensing robot, which can fill and label up to 150 prescriptions an hour, shortening wait times for prescriptions, and improving medication accuracy, efficiency, and safety.  

“Our goal was always to expand and be available to all patients, our staff, and the community,” says Shellyna Moledina, Director of Pharmacy Services. “We have numerous clinics in the hospital and each is very specialized. Patients can come to us in the Outpatient Pharmacy and get what they need, rather than searching all over the city.”  

The expansion of the Outpatient Pharmacy is directly aligned with OVH’s Strategic Plan by increasing services that respond to growing patient needs and enhancing the quality, sustainability, and accessibility of care. 

Compassionate, personalized care

Clinical pharmacists in the Outpatient Pharmacy work directly with patients and clinical teams to help manage complex medication regimens and side effects. 

Nigar Pilarski is a long-time Oncology patient at MSH who relies on the Outpatient Pharmacy as an integral part of her care team. The pharmacy’s proximity to the Oncology Clinic, consistent, expert care, and compassion helps Nigar reduce her stress and enhance her quality of life. 

“Having the Outpatient Pharmacy means convenience — I don’t have to spend a long time lining up to get my medication,” says Nigar. “And the personal connection is everything.” 

Nigar says the pharmacy team members “are all there for me. I just have to tell them that I’m coming, I need this medication, and they keep it ready for me.” And if Nigar is not feeling well enough to go to the pharmacy, the team will send her medication to her. 

“Everybody is so kind and generous with their time,” says Nigar. “I’m very, very grateful for the pharmacy being there and for it to be so convenient for us, it’s very special.” 

Overcoming barriers to care 

The pharmacy team also helps patients address financial and access challenges relating to their medications. Some cancer medications, for example, can cost thousands of dollars. The team addresses financial and access challenges by managing medication reimbursement, coordinating coverage applications, and serving as a central point of contact for healthcare providers.  Their expertise ensures timely access to treatment, resolves billing issues and helps patients overcome cost and administrative barriers. 

Catrina Taylor, an Oncology Medication Reimbursement Specialist in the Outpatient Pharmacy, supports cancer patients like Nigar by advocating for timely access to treatments, navigating complex processes, ensuring patients are not faced with financial barriers and helping to ease these responsibilities for the patients and their care teams.

Catrina has built a trusting relationship with Nigar, guiding her through complex challenges with consistency and compassion. “She’s one of those patients who continues to inspire me to do my job to the best of my ability,” says Catrina. “We want our patients to feel supported and cared for.” 

Where strategy meets sustainability

The Outpatient Pharmacy is also a strategic investment, generating revenue that can be reinvested in other patient care innovations and infrastructure priorities, supporting long-term organizational sustainability. 

It will enable future growth opportunities, including expanding clinical pharmacy and reimbursement support, offering delivery or at-home service models, integrating post-discharge medication support, and better managing chronic disease care. 

As OVH continues to grow, the Outpatient Pharmacy is a model for integrated, patient-first care — ensuring patients receive timely, personalized, and compassionate support.  

“Supporting patients like Nigar makes it all worthwhile for the hospital to have their own Outpatient Pharmacy to ensure our patients are cared for and their needs are met,” says Shellyna. 

Shaping the future: Expansion of clinical services and areas, including the Emergency Department, an additional surgical operating room, and additional clinics and services in Childbirth and Children’s Services, will support the provision of improved care and patient experience for the community.