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“These team members represent the best of collaboration, dedication, and excellence in patient care, and their remarkable quality metrics reflect it," declares UVA Health CEO K. Craig Kent, MD, after meeting with the 3 North acute care unit at University Medical Center. “I was so impressed with their genuine care for each patient. I could not be more proud of this group.”

The proof is in the numbers. As of November 2024, 3 North has posted:

• 97.3% hand hygiene rate for fiscal year-to-date.
• More than 235 days without a hospital-acquired pressure injury (HAPI).
• 365+ days without a fall with injury.
• More than 750 days without a catheter-associated urinary tract infection (CAUTI).
• 800+ days without a central line-associated bloodstream infection (CLABSI).

Nurse Manager Ginny Cramer, RN, MSN, (above) who has been with UVA Health since 2018 and has worked her conversion magic on another University Medical Center unit, attributes 3 North's success to the dedication and commitment of her colleagues. “We have a team that is plugged in and cares a lot — everyone is very engaged and proactive,” she raves.

Cramer adds that team members don’t just follow protocol, they also think critically, allowing them to adapt quickly and respond in real time. “It’s not just about doing the six things the system says we have to do. It’s about doing enough to keep patients safe. There’s a different level of care behind that approach,” she says.

Taking Pride in the Work

To support UVA Health’s mission to improve metrics on various quality factors, the 3 North team requested publicly posting their numbers on the communication board where everyone can see them. “It keeps us proud of the numbers that we have, but even if it were different, we would use it as an opportunity to improve,” explains Treasure Hockman, RN, a former traveler who's been with UVA Health for more than two years.

This transparency has enabled team members to hold each other accountable when they become aware of a problem that doesn’t align with their goals. “We say something — obviously not in any kind of way to upset anyone — because none of us is perfect,” Hockman says. That might be as simple as reminding someone to use hand sanitizer or wash their hands after leaving a patient’s room, she adds. 

But holding team members accountable takes a certain level of comfort among staff — something Cramer has worked hard to cultivate, says 3 North Medical Director Rob Becker, MD, who has been with UVA Health since 2008.

“Ginny is one of the most engaged, caring, and motivating nurse managers I've worked with in my time at UVA Health," he describes. “I think that's how we are getting these numbers, getting experienced nurses who are willing to stay on the unit, and getting the engagement from everybody on the team.”

For Hockman, that looks like constant support. “We feel her care for us when things are challenging,” she says. “Ginny always makes sure we’re OK, too.”

Bringing Together Different Perspectives

The team on 3 North also relies on and benefits form each member’s deep knowledge. “We have a wide range of experience here, so there’s a lot of confidence without over confidence,” Cramer shares. “People are comfortable in their skills and in recognizing their own gaps and reaching out when they need to fill that gap.”

It helps that many team members have been travelers in the past; they’re able to meld diverse perspectives into a dynamic that works for everyone. “It doesn't matter what kind of patients you're taking care of and what kind of nursing you're doing. The team around you has more of an impact on how successful you're going to be and how happy you're going to be in anything you're doing,” Cramer says. “It creates a stable environment where people feel supported to do what they are supposed to do.”

That stability drew Hockman back to 3 North after spending time in the float pool. “I decided to come back to this unit specifically because these are my people,” she says. “I’m happy to come to work. I feel supported. I know I can call for help and somebody will have my back.”

Hockman's dedication and commitment recently earned her a DAISY Award (right). UVA Health team member Allison Dillon, OT, nominated Hockman for going above and beyond to honor what was important to a patient and the patient’s identity, even though Hockman had a full caseload.

Fostering that community of support is integral to Cramer’s work as a manager. “My role is to facilitate an environment conducive to teamwork,” she says. “It’s my job to care a lot about my team so that they can care a lot about patients.”