A group of professional care providers came together to address an issue known by many. Staff members who voluntarily accept extra, overtime work in units they do not commonly work, to offer care to the veterans we serve, do not always have the training and understanding to best serve the veterans, and protect themselves. These volunteers choose to serve, to show up, rather than leave the veterans and other workers at less than optimal patient-to-staff ratios. At the same time, though they are professional care providers, they may not have received the current training that may allow them to work at their full professional capacity, provide the best care possible, stay within their scope of care, and do it safely.

A process was created by this group that supported the care providers ability to better serve the veterans in their care and meet the organizational and the care providers individual responsibilities through intentional, specific training.

Advances the interests of veterans and others: Identifying the shortfalls in training needed to provide appropriate care safely for the veterans and the providers is a key step in the nursing care process.

Treats all with dignity and respect. After identifying the gaps and the risks, sometimes confusion and frustration were caused by a lesser understanding of each unit's inherent needs. The group outlined a process that supported the dignity and respect of the veterans receiving care, and the workers, managers, and administration providing the care.

Highest quality. Continuous improvement. Accountability:  Willing to admit mistakes and rigorously correct them. A select group piloted the program and the process. Staff educators were brought into the process to add experience and consistency to the training. The participants accepted accountability and knew there could be mistakes. No different than the potential for mistakes on any given shift, on any unit, by any care provider. The difference is that this would be a learning experience and teaching tool that can be duplicated.

What is learned can lead to continuous improvement in the training provided, the learning, and the resultant continuous improvement in the care provided by the staff. Continuous learning and improvement are traits of true professionals. Collaboration and testing underlined this work. This group put in effort to address an identified issue that affected staff members and their ability to provide the best care they can. Their efforts and trial and error continue the nursing tradition of solving problems that benefit those they care for.