Partners in Care transforms culture and care

Partners in Care transforms culture and care

Asking St. Elizabeth Healthcare associates to think of themselves as caregivers rather than employees helped change the culture and improve the patient experience.


St. Elizabeth Healthcare clearly understands that culture is the most effective driver of meaningful and measurable performance improvement. That explains why St. Elizabeth’s highly successful Partners in Care initiative emphasized helping individual associates system-wide understand that each should consider her- or himself a caregiver.

Connecting caregivers to the critical role they play in creating positive, personal experiences for patients and their families helped key a cultural transformation. Moving from a more traditional professionally centered culture to a culture that focuses on the needs of patients and families enabled St. Elizabeth to improve quality, increase patient and staff satisfaction, and deliver greater value.

Guided by St. Elizabeth’s Dynamic Caring Model and bolstered by research, innovation, and technology, the organization’s multidisciplinary Partners in Care committee created a framework for initiatives designed to strengthen relationships with patients and their families by considering their values, needs, and preferences at the bedside and across the organization. To ensure consistent messaging and promote buy-in, associates, medical professionals, including physicians, and even Patient Advisory Board members, participated in a variety of educational activities.

Innovative, evidenced-based organizational and frontline Partners in Care initiatives helped St. Elizabeth Healthcare personalize, humanize, and demystify the healthcare experience.

In this webcast replay, Linda Robinson, MSN, BSN, RN, CFN, Manager of Innovation and Process Transformation, and Chad Spangler, MSN, BSN, RN, Assistant Nurse Manager of the Covington, Kentucky, Emergency Department, discuss:

  1. The importance of baseline gap analysis research
  2. The ways in which St. Elizabeth’s Partners in Care initiatives embody the core concepts of patient- and family-centered care
  3. The significance of system-wide, interactive, face-to-face education at all levels
  4. Cultural barriers and how to overcome them by engaging, educating and empowering people
  5. Patient Advisor involvement
  6. The cultural impact of Partners in Care

Please note: If you participate in this webcast, you will be eligible to receive Patient Experience Continuing Education Credits (PXEs) through The Patient Experience Institute. When you register to attend, you will provide your name and email address. That’s all you need to do. PRC will take care of the rest.

About Our Presenters

Linda Robinson
MSN, BSN, RN, CFN

Linda Robinson has 30 years of nursing experience with specific foci in patient- and family- centered care,  interactive patient care, emergency medicine, critical care  and forensic nursing. She currently serves St. Elizabeth Healthcare as the Manager of Innovation and Process Transformation and acts as the Interactive Patient Care Administrator of the GetWellNetwork. Linda has presented at national conferences in the areas of Patient- and Family-centered Care, Interactive Patient Care, Structural Empowerment, and Workplace Violence. In 2016 she was honored with a podium presentation at the ANCC Magnet Conference on Patient and Family Centered Care. She has published works on precipitous vaginal deliveries and workplace violence against emergency nurses. Most recently, in 2014, she co-investigated a qualitative and quantitative gap analysis study of St. Elizabeth Healthcare with the Institute of Patient and Family Centered Care and thus became co-creator and implementer of the St. Elizabeth Healthcare’s Partners in Care system-wide initiative. She has been active in Kentucky healthcare legislation and was instrumental in the passing of the first emergency department and hospital- wide workplace violence bills in the state of Kentucky, testifying before the Senate and the House in both 2012 and 2017. In 2014, she was also named a delegate of the Emergency Nurses Association to advocate for healthcare trauma and mental health bills in Washington, D.C.. Linda has been honored with many awards, including: 2017 Outstanding Efforts in Patient Experience Collaboration by St. Elizabeth Healthcare, 2014 Outstanding Contribution to Emergency Nursing by the Greater Cincinnati Emergency Nursing Association, 2013 Innovator Finalist at the Business Courier Journal Healthcare Hero Awards, 2012 Nursing Civic Engagement Award by Sigma Theta Tau International Honor Society of Nursing and most notably as the 2012 Magnet Nurse of the Year by the American Nursing Credentialing Center Magnet Commission in Structural Empowerment. Throughout her career, Linda has been an active member of the American Nurses Association and the Emergency Nurses Association.

Chad Spangler
MSN, BSN, RN

Chad Spangler’s healthcare journey started in 1989 as a non-registered radiologic technologist at St. Elizabeth Healthcare in Northern Kentucky. From 1990 to 1994, he worked as a registered radiologic technologist at St. Elizabeth. He graduated with an associate’s degree in nursing in 1994 and was subsequently hired as staff nurse in the emergency department at St. Elizabeth Healthcare. From 2006 to 2015 Chad was a team leader for the emergency department at St. Elizabeth. In 2007 he graduated Summa Cum Laude with his Bachelor of Nursing degree. Chad went on to earn a master’s degree in nursing, with an emphasis in nursing executive leadership in 2014.  From 2015 on, he has been an Assistant Nurse Manager in the emergency department. Chad has served on multiple committees and councils and has been part of many change processes at St. Elizabeth Healthcare.  In 2014, he was a co-creator and developer of the Partners in Care initiative. Chad was honored to give a podium presentation at the 2016 ANCC National Magnet Conference about the journey of patient- and family-centered Care at St. Elizabeth Healthcare.


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