Our Journey to Excellence Through the Path of Relationship-Based Care

Purpose:
To improve relationships across the care continuium which will lead to a better patient experience, better outcomes, and a more collaborative working environment for our employees and care providers.

Relevance/Significance:
Through the development of a training modules on Relationship Based Care, we embarked on a journey of Transformational Change. This included a focus on the three key relationships, as identified by Creative Health Care Management, of SELF, COLLEAGUES, and PATIENT/FAMILY. By providing interprofessional education our employees developed stronger working relationships and learned the importance of self care, and patient centered care.

Strategy and Implementation:
Developed a two day practicum on Relationship Based Care (RBC)for 30 individuals of each Nursing service Line, and a 4 hour RBC workshop for other members of the service line team. This educational endeavour consisted of a focus on the three key relationships, as identified by Creative Health Care Management, SELF, COLLEAGUE, and PATIENT/FAMILY; utilizing the transformational change model of I2E2; focusing on appreciative inquiry; the importance of the voice of the patient; and the value of storytelling to keep our energy alive and preventing burnout in the healthcare environment. This training started in January 2012 and by the end of September 2013, approximately 1100 employees received this training. As a result, stronger working relationships were developed, our employees learned the importance of taking care of themselves, their colleagues, and their patients. The end result was a vast improvement in patient satisfaction scores, fewer HAI, and a better satisfied staff.

Evaluation:
Prior to the training and opening of our new Medical Center: HCAHPs Overall Rate of Care Scores YTD - December 2011: 66.8% We provided training throughout the year of 2012. HCAHPs Overall rate of Care Scores YTD - December 2012: 71.5%. Our scores continued to rise and currently our HCAHPs Overall rate of Care Score YTD - December 2014: 81.7%

Implications for Practice:
By focusing on the importance of relationships, we are able to provide EXTRAORDINARY CARE, EVERY PATIENT, EVERY TIME. In this ever changing healthcare environment, it is imperative that we learn to care for ourselves, build strong relationships, and keep the patient in the center of all that we do.