Patients in the emergency department (ED) receive a large amount of information from multiple caregivers in a short period of time, which can feel overwhelming. When ED Nursing Unit Council (NUC) members learned that their Net Promoter Score, a measure of patient satisfaction with nursing communication, demonstrated opportunity for improvement, they were motivated to identify a solution. Effective nurse–patient communication is a key driver of improved outcomes and an enhanced patient experience. To address this opportunity, Rosalie Amayun, BSN, RN and Roeleen Cuntapay, BSN, RN, launched the Commit to Connect project with their ED NUC, aimed at improving patients’ perceptions of nurse communication during plan-of-care discussions, care updates, and discharge instructions.

The first phase of the project focused on nursing advocacy. ED nurses partnered with nursing leadership to support the purchase and implementation of standardized care boards in all ED patient rooms to promote clear, consistent communication. Following staff education on expectations for care board use, the council led audits to assess whether boards were consistently completed and updated, reinforcing shared accountability and sustainability of the practice.

The second intervention was simple but powerful: nurses were encouraged to sit down when introducing themselves, providing updates, and explaining discharge instructions, and to spend one intentional minute updating the communication board. This practice reflects Caritas Process 2, emphasizing authentic presence and attentiveness, and Caritas Process 4, focused on developing and sustaining helping–trusting relationships. Sitting with patients is an evidence-based practice that promotes empathy and helps patients feel heard, respected, and valued.

Following education and implementation, patient satisfaction scores increased by 3.5% compared to pre-intervention. Despite challenges such as limited physical space and the fast-paced nature of the ED, nurses identified creative ways to sit and connect with patients, even during procedures.

This initiative demonstrates that small, intentional actions grounded in Caring Science can have a meaningful impact on the patient experience. By prioritizing presence, communication, and trust, the ED team strengthened therapeutic relationships, improved satisfaction, and reinforced a culture of patient-centered care.