The Relationship‐Based Care (RBC) Model offered Mississippi Baptist Medical Center a framework that addressed the pressing issue of unsatisfactory scores while simultaneously addressing its underlying issue of staff feeling excluded from change processes within the organization. The outcomes they achieved surpassed their expectations and resulted in a return on their investment that paid for their RBC implementation several times over. To read more about the Mississippi Baptist’s success, click here.
The forward thinking team in the Ambulatory Telemetry/Step Down Unit at the world renowned Billings Clinic decreased patient falls by 68% through redefining their competency strategy. This group boldly stepped out of old patterns of spending lots of time and energy on modules, mandated education, and other monstrous competency processes to really uncover the strategies that would truly impact outcomes—strategies grounded in the Wright Competency Model tenets of ownership, empowerment, and accountability. To read more about the Billings Clinic’s success, click here.
Crittenton Hospital Medical Center (CHMC), which opened in 1967, is a 290-bed acute care facility located in Rochester, Michigan, a suburb of Detroit. Crittenton was struggling with patient satisfactions scores at 7% when they committed themselves to their Relationship-Based Care journey in 2005. Two years later their scores improved to 83% and in 2010 they reached 99%! Their story is one of perseverance, leadership, and the ability to stay focused on what it takes to help patients feel and be safe and well cared for. To read more about Crittenton’s success, click here.
Faxton St. Luke’s Health Care (FSLH), located in Utica, NY, has been on the Relationship-Based Care (RBC) journey since 2005 following the consolidation of Faxton Hospital and St. Luke’s Memorial Hospital. FSLH partnered with Creative Health Care Management to build and sustain this model of patient care which has helped FSLH become a health care organization that provides a positive, caring and healing experience for the patient and their family. Patient safety was dramatically improved as evidenced by reduced harm rate by year four of RBC implementation. For more about Faxton St. Luke’s ongoing transformation, click here.
New York-Presbyterian Hospital/Columbia University Medical Center (NYP/CU) is a 725-bed hospital with all adult medical and surgical specialties. NYP/CU implemented Relationship-Based Care in 2006 to create a culture where all interdisciplinary processes support the nurse-patient relationship. Since implementing Relationship-Based Care, NYP/CU has received the highest patient satisfaction ever achieved—ten points above the national average. For more information on the stunning success of NYP/CU, click here.
In Sharp Memorial Hospital’s quest for an innovative way to evaluate nursing competency, they found Donna Wright’s Competency Assessment Model. Instead of their annual skills fairs, which assessed competency based mostly on simulated clinical scenarios, Sharp Memorial figured out how to include more “ongoing verification” of competency, and in the process, saved tens of thousands of dollars. For more about Sharp Memorial Hospital's success, click here.
Located in Plano, TX, Texas Health Center for Diagnostics & Surgery is a licensed full-service surgical specialty hospital owned jointly by 85 physicians and Texas Health Resources. Texas Health is responsible for over 7,000 surgeries each year, the majority of which are spine surgeries. About 6,000 pain management and endoscopy procedures yearly and over 13,000 radiology procedures per month. The Texas Health story is about going from good to great. After implementing Relationship-Based Care beginning in 2011, they have moved the needle significantly on every measure that matters. To read the full story, click here.
For a list of Relationship-Based Care research sources, click here.