Current Hiring Practices in Healthcare Presented by: Kristen Medlin, PHR Administrative Director of...
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Current Hiring Practices in Healthcare Presented by: Kristen Medlin, PHR Administrative Director of Human Resources Aiken Regional Medical Centers
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Transcript of Current Hiring Practices in Healthcare Presented by: Kristen Medlin, PHR Administrative Director of...
Current Hiring Practices in Healthcare
Presented by:Kristen Medlin, PHR
Administrative Director of Human Resources Aiken Regional Medical
Centers
OValue-Based Purchasing
OHCAHPS
VALUE-BASED PURCHASING (VBP)
O CMS initiative that was established by the Affordable Care Act.
O Rewards acute-care hospitals with incentive payments based on the quality of care they provide to people with Medicare
O Funding is being shifted from the current DRG payment system to the VBP system
O Began in beginning of Fiscal Year 2013, will be fully implemented by 2017
HCAHPSO Hospital Consumer Assessment of
Healthcare Providers and Systems (HCAHPS)O Developed by CMS and the Agency
for Healthcare Research and Quality (AHRQ)
O Standardized survey used to measure patients’ perspective of their hospital care
O Voluntary collection of data began in 2006, and public reporting began in 2008.
HCAHPSO 27 item survey given to a random
sample of adult patients that have at least a one-night stay in the hospital (not just patients that have Medicare)
O No psychiatric or pediatric patients are included in the random sampling
Survey Category Measure Description
Composite Topics
Nurse Communication
Doctor Communication
Responsiveness of Hospital Staff
Pain Management
Communication about Medicines
Discharge Information
Individual Items
Cleanliness of the Hospital
Quietness of Hospital Environment
Global Items
Overall Rating of Hospital
Willingness to Recommend Hospital
Examples of HCAHPS Questions
O Did the nurses treat you with courtesy and respect?
O How often did nurses listen carefully to you?O How often were your room and bathroom
cleaned?O How often was the area around your room
quiet at night?O Before giving you any new medicine, how
often did hospital staff describe possible side effects in a way you could understand?
Assessment TestingO Part of the interview processO Designed to measure competencies
that impact key components of the HCAHPS survey
O Measures candidates in three critical areas: O Decision MakingO Work DispositionO Personal Competence
Assessment TestingO Specific Characteristics:
O Interactions with others, focused on words and actions
O Ability to effectively listen and speak to others in work settings
O Ability to build rapport, focus on patient needs, and provide accurate information to patients
O Ability to deliver high quality workO Ability to develop an understanding of
others’ needs and deliver service based on those needs
Benefits of Assessment Testing
O Helps to predict on the job performance O Assesses areas that are difficult to
evaluate in an interview and difficult to train
O Increase quality of new hiresO Improve employee engagement O Reduces employee turnoverO Improves patient safety, patient
satisfaction, and reduces errors
SAMPLE QUESTIONSO One of the other nurses didn’t show up
for work and no one is arriving to replace her. The workload has not changed. What is the most appropriate way to handle this situation?1. Continue on your own and let your manager
handle the situation2. Meet with your team members and
delegate extra work throughout the group3. Call the nurse that did not show and
convince her to come to work4. Ask nurses from another unit if they can
help
O While talking to another nurse about a performance problem he is having, you think you may know the cause of his problem and how to resolve it. You ask him for his ideas but get no answer. What would you then say to this nurse?1. “I have an idea that I think will help”.2. “I’d like to tell you one way to solve your
problem”.3. “Let me give you an idea, and then maybe
you can use it or think of a better way”.4. “Go ahead and think some more. I’ve got
an idea, but I want to see if you can come up with something”.
O A patient is very mad and yelling at you about something that isn’t your fault and is beyond your control. The best thing to do is:1. Call you nurse manager and have
them speak with the patient.2. Tell the patient that you could help
solve the problem if he stops yelling.3. Ask the patient to explain the situation
so that you can solve the problem together.
4. Tell the patient that you are sorry and explain that the problem is out of your control.
Validation: groups of employees
O Nurses: all registered nurses, NPs, nurse educators
O Clinical Professionals: Pharmacists, social workers, therapists, dieticians
O Patient Services: representatives in admissions, collections, billing, secretaries
O Support Services: Laborers, housekeepers, cashiers, maintenance, security
Validation
Low Score High Score0%
10%
20%
30%
40%
50%
60%
18%
51%
Nurses: Contribution to Patient Satisfaction
Low Score High Score0%
10%
20%
30%
40%
50%
60%
70%
33%
62%
Nurses: More likely to provide care without errors
Low Score High Score0%
10%
20%
30%
40%
50%
60%
28%
55%
Nurses: More likely to stay with the organization
Low Score High Score0%
10%20%30%40%50%60%70%80%
31%
68%
Clinical Professional: More likely to demonstrate patient-
focused behaviors
Low Score High Score0%
10%
20%
30%
40%
50%
60%
70%
80%
29%
72%
Clinical Professional: More likely to excel at safety intervention
Low score High score0%
10%
20%
30%
40%
50%
60%
70%
80%
39%
68%
Patient Services: Excels at Building Patient Loyalty
Low score High score0%
10%20%30%40%50%60%70%80%
39%
68%
Patient Services: More likely to be effective at interacting
with others
Use of Assessment Testing
Survey by ASHHRA
O American Society for Healthcare Human Resources Administration
O Annual survey of HR professionals that work in healthcare to find out what the industry’s current initiatives and identify other insights
Survey by ASHHRAO What are your current HR
initiatives to reduce costs?O 74% - streamline HR processO 69% - improve employee retentionO 36% - decrease hiring and onboarding
cost
Survey by ASHHRAO What are your current HR
initiatives to improve patient satisfaction?O 67% - create a service-oriented
cultureO 40% - improve HCAHPS scores
Survey by ASHHRAO What are your current HR
initiatives to improve patient safety?O 54% - Hire for cultural fitO 59% - Improve employee satisfaction
The Growing TrendO ASHHRA survey – 17% in healthcare
plan to implement behavioral assessment in 2015
O Brandon Hall Group survey – of 237 organizations surveyed, 52% already use assessment testing based on skill/knowledge, 38% use behavioral assessments
What can you do?O Encourage students to be honest when taking
assessment tests.O Help students understand that trying to
project a certain personality may land them the job, but they may struggle in the position or be unhappy
O Have students take personality tests early in their studies
O Be honest with the studentsO Give them sample tests so that they are
comfortable with assessment test takingO Work with them on their critical thinking skills
and customer service skills
Questions?O References:
O Centers for Medicare and Medicaid Services; www.cms.gov
O First Advantage; Summary of the Customer Centered Care Assessments
O DDI; www.ddiworld.comO 2014 HealthcareSource & ASHHRA
Healthcare HR Initiatives Survey Results & Insights
O Society for Human Resource Management
