In early 2023, Hospice of Windsor and Essex County introduced an extraordinary initiative called G.E.N.I.E. (Granting Exceptional N’ Impactful Experiences). At its heart, the program provides patients with opportunities to create lasting memories through meaningful experiences across the Windsor-Essex region. The G.E.N.I.E. program stems from a generous donation of an EMS vehicle repurposed to transport hospice patients safely while transforming it into a space of comfort and joy. “The idea came to us from Bruce Krauter, our former EMS chief,” shared Katharen Bortolin, Executive Director of Hospice Windsor-Essex. “He had heard of similar concepts elsewhere and wanted to make it happen here.” The goal was to take a clinical vehicle and reimagine it as a source of happiness—something that brings joy.
“When people see an ambulance, their first thought is often that something has perhaps gone wrong. We wanted to ensure this vehicle didn’t evoke that feeling, and offered something uplifting,” said Bortolin.

The vehicle has undergone a remarkable transformation. Windows were added to the rear compartment, allowing patients to enjoy the view during their journeys, and the interior was personalized with decorations donated by EMS personnel and their families. While the G.E.N.I.E. maintains the clinical infrastructure necessary for patient safety, the thoughtful touches—like cozy seating and a bright, welcoming exterior wrap—ensure it feels far removed from a traditional ambulance.
Launching G.E.N.I.E. required extensive collaboration and dedication. Beyond modifying the vehicle, the hospice had to ensure drivers with specialized EMS licenses were available. “We reached out to Bruce and asked for volunteers, and the response was overwhelming,” Bortolin recounted. “EMS staff were eager to contribute their time and skills. The feedback has been heartwarming—they’re thrilled to be part of something so positive.”
The broader Windsor-Essex community has also rallied around the initiative. Local businesses and organizations consistently open their doors to G.E.N.I.E. patients and their families. Whether it’s a visit to the casino, a Windsor Spitfire game, or a trip to Point Pelee, partners are eager to support these moments of joy. In addition, The Hospice Face to Face Campaign, which takes place each August and September, led by community partner John Fairley, fundraises to support the G.E.N.I.E.

For hospice patients, these experiences are often simple yet deeply meaningful. A visit to their family home, a quiet walk along the waterfront, or a gathering with loved ones—these wishes reflect the human need for connection and closure.
“The requests we get are never extravagant,” Bortolin explained. “They’re about revisiting cherished memories or spending time with loved ones. After his ride, one patient told us, ‘I’m good to go now. I can die happy because I had this experience.’ It’s heavy to hear but speaks volumes about the program’s impact.”
The G.E.N.I.E. initiative provides solace to patients and creates lasting memories for their families. Photos taken during these trips often become treasured keepsakes, a tangible reminder of precious moments shared.

Hospice Windsor-Essex’s mission is to deliver compassionate and memorable care, and G.E.N.I.E. embodies that commitment perfectly.” This program highlights what healthcare should be—human, compassionate, and community-driven,” Bortolin said.
This initiative would not have been possible without the care and generosity of the Windsor-Essex EMS team. “This wasn’t our idea originally—it started with EMS—but it has become such a vital part of what we do,” Bortolin noted. “At a time when burnout is a real concern in healthcare, programs like this remind us why we do what we do. It’s about offering care and creating moments that matter.”