This year, the 6 South (6S) team achieved an outstanding score, and an increase of 9.1% from baseline and 7% above target, on the Loving-Kindness Care Experience question, a reflection of their unwavering commitment to compassionate, patient-centered care. Behind this success was a deliberate focus on culture and team dynamics, guided by a transformative approach.

Recognizing that sustainable improvement begins with people, Nurse Manager Khym Wilson, RN prioritized change management and team empowerment. Through unit council-driven decision-making, frontline nurses were given a voice in shaping care practices, fostering ownership and accountability. This collaborative model created consistency and clarity in operations, reducing ambiguity and enabling nurses to focus on what matters most — delivering care with empathy and kindness.

Transparency also played a pivotal role in the journey. The team began reviewing patient and family comments together, gaining insight into the lived experiences of those they serve. By hearing the voices of patients firsthand, nurses connected deeply with the “why” behind their work, reigniting motivation and reinforcing the value of loving-kindness in every interaction.

The combination of cultural alignment, shared governance, and authentic patient perspective didn’t just move a metric — it transformed the care environment. Nurses felt empowered, patients felt heard, and compassion became the foundation of daily practice. Their success serves as a model for how culture-driven change can elevate both staff engagement and patient experience, proving that when teams unite around compassion, excellence naturally follows.