The following presentations were made at the conference under this theme: Seniors Serving Seniors – Using Focus Groups to Inform Programming Respecting our Patients and Each Other – a Customer Service Approach Champagne Club – Assessing Excellence in Customer Service at an Academic Family Health Team Evaluating the impact of two different forms of diabetes self-management education on knowledge, attitude and behaviours of patients with Type 2 diabetes mellitus Holistic Palliative and Wellness Support for the Whole Family Gaps & Patient Perspectives on the Organization of Health Services for Post-Gestational Diabetes The Role of Elder Mediation in the Interdisciplinary Care of Elderly Patients – What Have We Learned