Implementation of Relationship Based Care as a Model of Care in a Community Hospital and Lessons Learned

Sunday, November 1, 2009

Connie Ann Scott, MS, RN, NEA, BC
Administration, Blessing Hospital, Quincy, IL

Learning Objective 1: identify outcomes from the implementation of Relationship Based Care as a model of care in a community hospital.

Learning Objective 2: discuss lessons learned from implementation of Relationship Based Care.

As heightened awareness is placed upon achieving high levels of patient satisfaction and quality outcomes, nursing divisions are looking at how care is delivered to their patients. To achieve high patient satisfaction and outcomes, a successful program needs the involvement and participation of staff beginning with the development and implementation stages. Our staff was involved through unit Partnership (Practice) Councils.

Relationship Based Care was implemented in waves, beginning in January 2009 with the Rehabilitation Unit, Intensive Care Unit and Cardiovascular Unit.  As with any new program implementation, many lessons are learned that are utilized for future department rollouts. 

The implementation process began with appreciative inquiry sessions where direct care nurses shared their vision for “what patient care delivery should look like” at our hospital.  Next key leaders attended the Relationship Based Care Leadership Practicum.  Then introductory “Reigniting the Spirit of Caring “ workshops were held for the unit Partnership (Practice ) Councils and selected staff from the first wave units. A nursing mission and philosophy with guiding principles for nursing and allied health professionals were used by the Partnership Councils as they identified initiatives to operationalize the model of care.  The Plan Do Check Act process was used to implement and evaluate initiatives.

Relationship Based Care implementation was evaluated by identifying baseline outcomes including patient and employee satisfaction pre- and post- implementation.  Quarterly NDNQI data was also used for evaluation.  Partnership Councils used the data collected to target specific initiatives to enhance the Relationship Based Care Model on their units