HealthStream offers performance learning management solutions to help develop your healthcare staff into leaders and reduce turnover.
View All ProductsHealthStream works with healthcare organizations to create engaging and high-quality training videos for your staff and management.
View All ProductsImprove care quality and save money by making informed decisions about your healthcare facility and staff with HealthStream's reporting analytics solution.
View All ProductsHealthStream's proven methods for the improvement and overall engagement of your healthcare staff foster a positive workplace and increase retention rates.
View All ProductsThe leadership development program from HealthStream helps mold your high-potential healthcare employees into proven leaders.
View All ProductsFulfill compliance requirements with a variety of programs and courseware designed to address critical regulatory requirements as well as educate staff to recognize and mitigate risks.
View All ProductsBy increasing your healthcare staff's focus on quality and safety with HealthStream, they can help to reduce medical errors and readmission rates.
View All ProductsLearn about what HealthStream's healthcare policy management software and how it can help aid your organization efforts.
View All ProductsHealthStream's education helps address diversity, equity, and inclusion within your organization, as well as promoting health equity in the communities you serve.
View All ProductsDeliver custom or industry designed product training directly to patient and resident care environments to reinforce proper use.
View All ProductsTeach your healthcare staff about the revenue cycle and claim management through targeted training and video tools from HealthStream.
View All ProductsIn all areas of resuscitation, from neonatal to elderly care, clinical deterioration is a risk that can be avoided with the help of HealthStream's training programs.
View All ProductsHealthStream's EMS Program offers a comprehensive, CAPCE accredited EMS course library that meets National Registry annual recertification.
View All ProductsNurture the skills of your nurses and medical staff to help mold them into effective leaders with development training from HealthStream.
View All ProductsMake sure your clinicians have the support they need to provide competent care with clinical competency training and development from HealthStream.
View All ProductsHealthStream’s learning management system and comprehensive suite of competency management tools empower your healthcare workforce to deliver the best patient care.
View All ProductsThe suite of healthcare onboarding solutions available from HealthStream aids in nurse retention and improved patient outcomes.
View All ProductsGive your healthcare staff the decision support and skills training they need with the online products available from HealthStream.
View All ProductsHealthStream leverages medical professional development in healthcare by providing staff training programs
View All ProductsExperience standardized and centralized healthcare credentialing, privileging, and enrollment that is smarter and faster than ever before.
View All ProductsAutomated, web-based provider credentialing and enrollment software for growing medical groups.
View All ProductsNCQA-certified CVO verification services for initial and re-credentialing files in an overflow or full-service capacity for healthcare organizations.
View All ProductsSearch, review, and add providers into the Epic provider master file with our Epic app integration, Provider Validate.
View All ProductsFinally, a comprehensive resource to support collecting, storing, and sharing credentialing data with ease.
View All ProductsHealthcare scheduling software designed to optimize staffing requirements & elevate patient care
View All ProductsPrecisely align staffing and needed resources to enable efficient patient flow and high-quality, cost-effective patient care.
View All ProductsHealthStream’s free nurse schedule app, NurseGrid™, is built to help you care for your staff and engage with their specific needs.
View All ProductsMitigate risk and elevate your quality of care. Improving both clinical and business outcomes starts with a smarter, more integrated approach to regulatory training, continuing education and quality management.
Learn MoreBy Susan Cline, MSN, MBA, RN, NEA-BC, Consultant at Creative Health Care Management
Last week I saw Relationship-Based Care in action, and I wasn’t in a hospital. Picture this, if you can. I took my truck for an oil change at Einstein’s Oilery in Boise, Idaho. I pulled up to the bay, and a young man in a shirt and tie, with neatly trimmed and combed hair, approached me saying, “Hi! I’m Mark! I’ll be taking care of you this morning. Please pull forward and stay in your car.” I stopped the car, put it in park, and turned off the engine. Mark approached the driver’s side window, and offered me a newspaper or an e-reader loaded with current magazines. I opted for the newspaper. Mark then offered me coffee or a soft drink and invited me to watch the television screen right next to my window. The split screen gave me four views of the work being done on my car. As the neatly-dressed staff ran around my car, they called out the work that was being done: “Two quarts of WD40 in!” The remaining team members then shouted, “Thank you! I appreciate you!” The guys continued to recognize and appreciate each other as they checked the fluids, changed the filters, and washed the windows. The energy was high, and I appreciated the great teamwork and big smiles. Mark, having finished his contributions to the work, came to my window and asked me friendly questions about my home, my work, and my family. He told me about his wife and new baby. When the work was finished, he reviewed all of the work that had been done on my truck, and reviewed possible current and future maintenance needs. He completed additional tasks at my request, and was absolutely respectful when I decided to wait on a few of the recommended services. As I pulled away, I was certain that this was the best oil change experience ever. In fact, I believe that this oil change was among the best customer service experiences that I have ever had.
Relationship-Based Care in Action
The young men at Einstein’s Oilery, without even being aware of it, are practicing Relationship-Based Care. They demonstrate self-care by bringing their best selves to the work, including smiles, polite and respectful behavior, and professional appearance. They care for each other by appreciating the contributions of their colleagues and publicly acknowledging their efforts. Finally, they care for their customers by making them comfortable, asking for their preferences, keeping them informed, and making a personal connection. This creates an experience where the customer is a person, worthy of making a connection, and more than just another car to service. I left Einstein’s Oilery feeling that I had been seen, heard, and valued.
What Relationship-Based Care Looks Like in Healthcare
Imagine, now, the power that practices like these might have in the healthcare setting. What if health care professionals consistently brought their best selves to the workplace, with high levels of expertise and professionalism, and an authentic interest in providing the best possible care? What if healthcare professionals consistently cared for each other, with respectful and appreciative behavior, in a manner that empowers everyone to be extraordinary? What if health care professionals consistently saw the person and not just the patient? What if they consistently developed therapeutic relationships with patients and families as the path to creating a healing environment? I whole-heartedly believe that if Einstein’s Oilery can do this for an oil change, we have a moral imperative to provide Relationship-Based Care for our patients and families.
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Susan’s experiences as a Magnet® Program Director and front line manager have re-ignited her passion for her profession. As a consultant at Creative Health Care Management, her greatest joy is mentoring individuals, teams, and hospitals to develop their gifts in pursuit of a culture of excellence. Susan’s professional interests include mission and vision development, project management, and transformational leadership through effective communication in addition to the development of structures and processes to support a Magnet® journey. Susan can be contacted at scline@chcm.com.
HealthStream’s learning management system and comprehensive suite of competency management tools empower your healthcare workforce to deliver the best patient care.
View All Learning & PerformanceHealthStream offers performance learning management solutions to help develop your healthcare staff into leaders and reduce turnover.
View All ProductsHealthStream works with healthcare organizations to create engaging and high-quality training videos for your staff and management.
View All ProductsImprove care quality and save money by making informed decisions about your healthcare facility and staff with HealthStream's reporting analytics solution.
View All ProductsHealthStream's proven methods for the improvement and overall engagement of your healthcare staff foster a positive workplace and increase retention rates.
View All ProductsThe leadership development program from HealthStream helps mold your high-potential healthcare employees into proven leaders.
View All ProductsWhen you enact HealthStream's quality compliance solutions, you can do so with the confidence your healthcare organization will meet all standards of care.
View All Quality & ComplianceFulfill compliance requirements with a variety of programs and courseware designed to address critical regulatory requirements as well as educate staff to recognize and mitigate risks.
View All ProductsBy increasing your healthcare staff's focus on quality and safety with HealthStream, they can help to reduce medical errors and readmission rates.
View All ProductsLearn about what HealthStream's healthcare policy management software and how it can help aid your organization efforts.
View All ProductsHealthStream's education helps address diversity, equity, and inclusion within your organization, as well as promoting health equity in the communities you serve.
View All ProductsHealthStream offers professional training and education on how to best optimize your reimbursement process within your healthcare organization.
View All ReimbursementTeach your healthcare staff about the revenue cycle and claim management through targeted training and video tools from HealthStream.
View All ProductsLearn about our advanced resuscitation training solutions. Our solutions are designed to help improve patient outcomes.
View All ResuscitationIn all areas of resuscitation, from neonatal to elderly care, clinical deterioration is a risk that can be avoided with the help of HealthStream's training programs.
View All ProductsHealthStream's EMS Program offers a comprehensive, CAPCE accredited EMS course library that meets National Registry annual recertification.
View All ProductsNurture the skills of your nurses and medical staff to help mold them into effective leaders with development training from HealthStream.
View All ProductsExpand the decision-making skills and effectiveness of your healthcare workforce with HealthStream's clinical development programs and services.
View All Clinical DevelopmentMake sure your clinicians have the support they need to provide competent care with clinical competency training and development from HealthStream.
View All ProductsHealthStream’s learning management system and comprehensive suite of competency management tools empower your healthcare workforce to deliver the best patient care.
View All ProductsThe suite of healthcare onboarding solutions available from HealthStream aids in nurse retention and improved patient outcomes.
View All ProductsGive your healthcare staff the decision support and skills training they need with the online products available from HealthStream.
View All ProductsHealthStream leverages medical professional development in healthcare by providing staff training programs
View All ProductsLearn more about HealthStream's Provider Credentialing, privileging, & enrollment solutions.
View All CredentialingExperience standardized and centralized healthcare credentialing, privileging, and enrollment that is smarter and faster than ever before.
View All ProductsAutomated, web-based provider credentialing and enrollment software for growing medical groups.
View All ProductsNCQA-certified CVO verification services for initial and re-credentialing files in an overflow or full-service capacity for healthcare organizations.
View All ProductsSearch, review, and add providers into the Epic provider master file with our Epic app integration, Provider Validate.
View All ProductsMake sure your healthcare staff can schedule out appointments and work schedules with ease using HealthStream's line of software solutions.
View All SchedulingHealthcare scheduling software designed to optimize staffing requirements & elevate patient care
View All ProductsPrecisely align staffing and needed resources to enable efficient patient flow and high-quality, cost-effective patient care.
View All ProductsHealthStream’s free nurse schedule app, NurseGrid™, is built to help you care for your staff and engage with their specific needs.
View All Products