Following the successful completion of the KP Cares program in 2024, nurses embraced Dr. Jean Watson’s 10 Caritas Processes as guiding principles for self-care and community care. Building on this foundation, members of the IMPACT Professional Governance Councils sought opportunities to strengthen their professional skills, particularly in leading crucial conversations with colleagues and patients.

To meet this need, nursing leadership partnered with San Leandro’s Ombudsman, Anita Fraizer, who facilitated a 9‑month Crucial Conversations Book Series. This series provided structured learning and real-time practice, enabling nurses to apply communication strategies in their daily work.

The professional governance nurses reported greater confidence in leading crucial conversations, improved ability to navigate sensitive discussions with both colleagues and patients, and enhanced alignment with the Caritas philosophy of compassionate, authentic care.

Given the program’s success, it will be replicated at KP Fremont Medical Center, extending its impact and fostering a culture of open, respectful, and effective communication across facilities.