The 4 North Unit Practice Council (UPC) identified an opportunity to improve their Care Experience scores for Nurse Communication, which had consistently remained in a lower percentile. In April 2025, the department’s score was in the 13th percentile, prompting the team to take a closer look at possible contributing factors.

Through analysis, the UPC discovered that the unique geographic layout of their unit played a significant role. Unlike departments with a centralized nurses’ station, 4 North’s nurses document at individual computer stations spread throughout the unit. While this layout supports efficiency in patient care, it also created challenges for real-time team communication.

To address this, the team implemented a previously underutilized communication tool called “Chart Chat.” This feature allows for a multidisciplinary communication thread accessible to all nurses on shift, the Unit Assistant, Patient Care Technicians, and the Assistant Nurse Manager.

Examples of messages shared in the chat include:

• Requests for dual signoffs on blood or high-alert medications

• Skin assessments requiring additional staff

• Medication waste coordination

• Task support for nurses caring for patients in isolation rooms

The system not only improved communication among team members but also enhanced teamwork and responsiveness, which directly influenced how patients perceived nurse communication. Additionally, it strengthened collaboration to meet unit goals such as getting patients up for meals.

Just one month after implementation, 4 North’s Care Experience score for Nurse Communication jumped from the 13th to the 46th percentile, a remarkable improvement. The team continues to refine this workflow by surveying staff for feedback on effectiveness and satisfaction with the new process.

Through creativity, teamwork, and a commitment to continuous improvement, 4 North demonstrated how innovative solutions can lead to measurable gains in patient experience and staff collaboration.