At Spectrum Health, people and relationships matter. The Relationship-based Care (RBC) Model helps staff deliver safe, efficient and quality care. RBC focuses on three relationships-the relationships we have with patients and families, the relationships we have with colleagues and the relationships we have with ourselves.

RBC enhances teamwork by supporting relationships between staff members. Research shows that increased staff satisfaction leads to increased patient satisfaction. Each shift, the unit staff focuses on working together as a team to provide care. RBC improves communication, delegation and collaboration.

One integral part of RBC is the Caring Conversation. During the beginning of each shift, our registered nurses (RN) sit with patients and families, discuss plans for the day, address questions and concerns, talk about priority needs and set goals. By asking the right questions and listening to each individual response, our nurses focus on the needs of our patients. Proactively addressing questions and concerns helps patients have a better hospital experience and become more involved in their care.

Another important part of RBC is providing anticipatory care through hourly rounds. During hourly rounds, the unit staff checks on patients' needs, pain levels and environments of care. RNs, nursing assistants and nursing technicians proactively address patient needs by asking specific questions. Hourly rounds increase staff efficiency and decrease the number of times patients need to use their call lights.

Pilot units significantly improved patient satisfaction by incorporating RBC. Spectrum Health is introducing the Relationship-based Care Model to the remaining inpatient units in a phased approach.

The following comments are from the patients and staff members from units that have implemented RBC:

"My nurse sat with me and asked me what my goals were, and it set the stage for my whole hospital stay." (Patient)

"People are talking and communicating more than ever. We really are a team." (Nurse)

"Before RBC, I would call the nursing assistants and ask them to do something. Now, I also explain to them why we need it done." (Nurse)

"It feels different. I feel like everyone is putting their best foot forward." (Nurse)

"Patients are more involved in their care now." (Nurse)