00:00 – Jason Taylor: Welcome to The People Playbook podcast today. Today's guest is Mark Evans, CEO of Markham Fertility Centre. Mark has a breadth of experience. Currently, he's the CEO of the Markham Fertility Centre. He's got over 20 years of experience leading some of Canada's most respected fertility and healthcare organizations. Mark sits at an intersection of patient-centered care, innovation, and access. His work has helped shape fertility care across Canada. Mark, welcome to the podcast today.

00:29 – Mark Evans: Thank you for having me.

00:31 – Jason Taylor: We were really looking forward to this one, Mark, because it's just such a cool topic that you hear about, but not everybody knows about. How big fertility care is. Take me through your journey to being the CEO of the Markham Fertility Centre.

00:48 – Mark Evans: Yeah, it's a long journey, actually. We're talking 2005, just out of an MBA program. A friend of mine introduced me to the Ottawa Fertility Centre. I went, “What the heck is Ottawa Fertility?” I had no healthcare experience, just an MBA, young and a bit naïve. They needed some help, and I thought, you know what, this is really cool and a great way to start a career in leadership and management. They hired me to run the Ottawa Fertility Centre in 2005-2006. It was one of those juncture points that determines the rest of your life, and ever since then, I've been in this field.

01:31 – Jason Taylor: So, in 2005, as a young leader, what were the challenges of leading a fertility clinic with limited experience?

02:05 – Mark Evans: What do they say? Fight or flight, right? I’m a fighter. When I first met the group—nurses, doctors—the healthcare workers were amazing but they knew what they wanted. I remember the first time I met the nursing group; they said, “You have no idea what you’re getting yourself into.” It was stressful and challenging, but I loved the people I was working with. The doctors were amazing, the nurses were amazing, and the staff was great. It was an opportunity to learn, build competence, and actually make a difference in people's lives. I had no choice but to succeed, and I found a way to do it.

02:52 – Jason Taylor: Making a difference must be incredible, seeing patients have successes and setbacks. How do you control those emotions along the way?

03:22 – Mark Evans: Healthcare is full of emotion, especially in fertility. At Markham Fertility Centre, we treat the patient journey like a story. Patients are the hero, and we are just participants along that journey. Every encounter is emotionally intense for physicians and nurses—joy, sadness, hope, disappointment. Staying positive, patient-centered, and supportive day in and day out is draining, but the emotional journey is what keeps us going. The hope people have for a family drives us. Our staff understands that journey and is committed to supporting patients every step of the way.

04:44 – Jason Taylor: And the staff are human too. How do you manage their emotions as a leader?

05:22 – Mark Evans: It's all about culture. My role has evolved from being a young director to now leading as CEO. I realized my job is to serve the staff—support them, make their environment easier, and help them succeed. They support each other, and we treat the clinic as a family. People have dreams, goals, and emotions—if we don’t look after that ecosystem, we can’t ensure patients thrive.

05:48 – Jason Taylor: I love that. It makes sense to treat them like family.

06:52 – Mark Evans: I’d argue sometimes we treat staff even better than family! They’re people with aspirations, and if we nurture that, the energy and culture of care improves tremendously.

07:04 – Jason Taylor: You mentioned staff inspiration. Can you give an example?

07:37 – Mark Evans: Sure. We have young staff passionate about healthcare, some aiming for medical school. I tell them: for you, it’s about the patient; for me, it’s about the staff. Treating staff like human beings with goals, ambitions, and challenges energizes the whole organization.

08:04 – Jason Taylor: That sounds like a servant-leadership approach.

08:04 – Mark Evans: Absolutely. And it’s not just me—our doctors and staff genuinely care about each other and the patients. Mutual compassion permeates the clinic.

08:49 – Jason Taylor: How do you hire and grow that kind of culture?

08:53 – Mark Evans: Fun, honesty, transparency, and careful selection. One person can disrupt the ecosystem, so we’re selective. We celebrate together, face challenges together, and maintain open communication.

10:29 – Jason Taylor: How do you handle honest but difficult conversations with staff?

10:29 – Mark Evans: It works both ways. Leaders must also receive honest feedback. For example, implementing a new software program last year required me to acknowledge mistakes and create psychological safety for staff to speak up. Being truthful, clear, and open about direction allows collaboration. People may need guidance, but lying or sugarcoating doesn’t help anyone.

12:07 – Jason Taylor: You took over from a long-standing founder. How did you honor the legacy while moving forward?

12:07 – Mark Evans: Markham Fertility has a 36-year history. The founder, Dr. Michael Vero, had great culture and reputation. The best way to honor a legacy is to be successful and improve on it—like a parent hoping their child grows up better. We continued the founder’s values but made systemic and cultural changes. Some people were a good fit, some weren’t, and that’s okay. Bringing people along the journey, showing direction, and listening was key.

15:41 – Jason Taylor: What lessons have you learned about patient access and expansion in Northern Ontario?

16:09 – Mark Evans: Canada is large; many remote communities lack fertility access. Patients often travel 4–8 hours multiple times for treatment. One patient’s story changed my perspective: after spending over $100,000 on IVF cycles and traveling from Sudbury in winter, she succeeded on her last attempt. That inspired us to create partnerships in Barrie, Innisfil, Orillia, and Sudbury to reduce travel for patients by up to 80%.

20:06 – Jason Taylor: Healthcare is cautious by nature. How do you decide when new technology or innovation is worth the risk?

20:57 – Mark Evans: Innovation is essential. If the pace of change inside is slower than outside, the end is near. Risk aversion itself can be a risk. AI, robotics, and new technology can transform healthcare. We evaluate new tools based on patient impact, staff impact, quality, and financial outcomes. Not everything is implemented, only what solves the biggest problems—like reducing costs without compromising care.

24:04 – Jason Taylor: What innovation has made the biggest impact recently?

24:16 – Mark Evans: We’re transforming our medical records into smart, intelligent systems. Patients now get automated reminders for injections, track compliance, report side effects, and access just-in-time instructions. This improves care, reduces staff workload, and enhances patient experience.

27:04 – Jason Taylor: Looking back, what advice would you give your younger self as a leader?

27:36 – Mark Evans: Read Multipliers. Early in your career, it’s about ego and proving yourself. But real leadership is enabling your team’s strengths. Empowering people produces outcomes far beyond what you could achieve alone.

28:58 – Jason Taylor: Be authentic and patient while leading.

29:27 – Mark Evans: Absolutely. Enabling others to be authentic is crucial.

30:12 – Jason Taylor: Being honest when you don’t know something builds trust.

30:44 – Mark Evans: Exactly. Learning to admit mistakes, even to your kids, is part of leadership and life. Curiosity and humility go a long way.

31:07 – Jason Taylor: Final thoughts: how do you continue to lead authentically and inspire others?

31:42 – Mark Evans: I’m grateful for conversations like this podcast. Leaders in Canada have much room to grow, and platforms like yours are important. I appreciate the opportunity to share my experiences.

32:56 – Jason Taylor: Thank you, Mark. Keep thriving in your leadership journey.

33:08 – Mark Evans: Thank you, take care.