Hiring for HCAHPS
How HR Can Influence
Patient Satisfaction Scores
An eBook from
2
FORWARD
Increasingly hospitals are hiring based on an employee’s proven ability to conform to,
and deliver against, HCAH...
3
TABLE OF CONTENTS
Introduction
Chapter 1: About HCAHPS
Chapter 2: Hiring to HCAHPS Standards
Chapter 3: How Human Resour...
4
THE RISE OF CONSUMER CHOICE
"In the push to bring more accountability and transparency to the U.S. healthcare
system, fe...
Introduction
WHO IS THAT MASKED WOMAN?
Every candidate is, to some extent, an unknown
entity. A bit of a gamble.
Yet you’v...
Chapter 1:
About HCAHPS
Chapter 1:
About HCAHPS
7
HCAHPS OVERVIEW
HCAHPS, (pronounced “H-caps”) the Hospital Consumer
Assessment of Healthcare Providers and Systems, is a...
8
Chapter 1: About HCAHPS
8
HCAHPS SURVEY COMPONENTS
The HCAHPS survey is 32 questions in length. It includes 21 care-
foc...
9
“Patients have options for where to go for their care, and they will choose the
place that treats them as an individual ...
REIMBURSEMENT RATES
Hospitals are rewarded based on how closely they follow best
clinical practices and how well hospitals...
11
Chapter 1: About HCAHPS
WHO IS RESPONSIBLE FOR THE
PATIENT EXPERIENCE?
Topping the list: leaders, CEO, CNO, physicians,...
Chapter 2:
Hiring to HCAHPS Standards
13
THIS IS NOT THE TIME TO BE LEFT BEHIND:
… As educated patients research the qualifications of care providers
through re...
14
HOW HR INFLUENCES THE PATIENT EXPERIENCE
•• Screens and assesses talent
•• Hires top talent
•• Evaluates and trains exi...
15
APPLYING THE HCAHPS FILTER TO
HIRING DECISIONS
Hospitals eager to improve their HCAHPS scores frequently
embark on majo...
16
HOW HR CAN INFLUENCE THE HCAHPS SCORE
…… Know what is measured
…… Know your scores – where to improve
…… Apply behavior...
17
TAKING A BEHAVIOR-CENTRIC APPROACH
So, how can hospitals assess an applicant’s competencies as
they relate to HCAHPS, s...
Chapter 3:
How Human Resources Can Influence
HCAHPS Scores
19
TURN YOUR REFERENCE PROCESS INTO A
PRE-HIRE ASSESSMENT
The single best predictor of future job performance is past job
...
20
Chapter 3: How Human Resources Can Influence HCAHPS Scores
HOSPITALS USING PRE-HIRE
REFERENCE ASSESSMENTS
REPORT STRONG...
21
SKILLSURVEY: LEADING THE WAY
Providing the best patient experience has become a top priority
among hospitals and health...
22
ABOUT SKILLSURVEY
More than 800 hospitals rely on SkillSurvey’s reference-assessment
and sourcing solutions to screen j...
WANT TO LEARN MORE?
download the full version of this ebook
Download Full eBook
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Hiring for HCAHPS

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HCAHPS? The acronym HCAHPS (pronounced “H-caps”), short for the standardized consumer healthcare surveys launched by federal agencies, is a term that gets used every day within healthcare organizations.

Find out how leading hospital organizations are using new tools to identify candidates with the “right stuff”

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Hiring for HCAHPS

  1. 1. Hiring for HCAHPS How HR Can Influence Patient Satisfaction Scores An eBook from
  2. 2. 2 FORWARD Increasingly hospitals are hiring based on an employee’s proven ability to conform to, and deliver against, HCAHPS* standards. Through the following pages, our goal is to help you: •• Understand the aspects of HCAHPS that matter to human resources •• Learn how leading hospital organizations are using new tools to identify candidates with the “right stuff” •• Define your role in impacting patient satisfaction * The Hospital Consumer Assessment of Healthcare Providers and Systems
  3. 3. 3 TABLE OF CONTENTS Introduction Chapter 1: About HCAHPS Chapter 2: Hiring to HCAHPS Standards Chapter 3: How Human Resources Can Influence HCAHPS Scores SkillSurvey: Leading The Way References About SkillSurvey
  4. 4. 4 THE RISE OF CONSUMER CHOICE "In the push to bring more accountability and transparency to the U.S. healthcare system, federal and state government agencies, employer groups, and non-profit foundations are offering a growing range of data on hospital quality. Much of the information comes from mining Medicare data and state records and surveying hospitals to come up with user-friendly databases to help consumers comparison-shop for care." Introduction “How to Choose a Hospital,”The Wall Street Journal, http://guides.wsj.com/health/doctors-and-hospitals/how-to-choose-a-hospital
  5. 5. Introduction WHO IS THAT MASKED WOMAN? Every candidate is, to some extent, an unknown entity. A bit of a gamble. Yet you’ve got to “get beyond the mask” to figure out which candidates will help your hospital achieve its productivity and patient satisfaction goals. And there’s more riding on your ability to do so than ever before. 5
  6. 6. Chapter 1: About HCAHPS Chapter 1: About HCAHPS
  7. 7. 7 HCAHPS OVERVIEW HCAHPS, (pronounced “H-caps”) the Hospital Consumer Assessment of Healthcare Providers and Systems, is a standard survey instrument developed by the Centers for Medicare and Medicaid Services (CMS) and the Agency for Healthcare Research and Quality (AHRQ) to measure patient perception of the care they received.1 Chapter 1: About HCAHPS
  8. 8. 8 Chapter 1: About HCAHPS 8 HCAHPS SURVEY COMPONENTS The HCAHPS survey is 32 questions in length. It includes 21 care- focused questions, 4 screener questions and 7 demographic questions.2 It is administered by participating hospitals to a random sample of adult patients between 48 hours and 6 weeks after discharge. Questions focus on topics that are important to patients and are easier for patients to “judge” than commenting directly on clinical quality. The survey asks patients to rate the frequency of events during their care by answering never, sometimes, usually or always.3 http://www.medicare.gov/hospitalcompare/Data/Overview.html http://www.hcahpsonline.org/home.aspx
  9. 9. 9 “Patients have options for where to go for their care, and they will choose the place that treats them as an individual with respect for them as a person.” “Patient Experience Leadership Survey,”Healthleaders Media, http://www.healthleadersmedia.com/pdf/patient_experience/PatientExperienceLeadershipSurvey.pdf
  10. 10. REIMBURSEMENT RATES Hospitals are rewarded based on how closely they follow best clinical practices and how well hospitals enhance patients’ experiences of care. •• HCAHPS/patient experience of care accounts for 30% of the calculation affecting payment. •• Medicare will steadily increase the portion of reimbursement allocated to performance and decrease the portion tied solely to productivity. Chapter 1: About HCAHPS 10
  11. 11. 11 Chapter 1: About HCAHPS WHO IS RESPONSIBLE FOR THE PATIENT EXPERIENCE? Topping the list: leaders, CEO, CNO, physicians, nurses, clinical staff, frontline staff •• Patients aren’t asked to rank HR and Recruiting managers but this doesn’t mean that you don’t have an impact on patient satisfaction. HR is the front line; it all starts with HR.
  12. 12. Chapter 2: Hiring to HCAHPS Standards
  13. 13. 13 THIS IS NOT THE TIME TO BE LEFT BEHIND: … As educated patients research the qualifications of care providers through resources such the as the Hospital Compare website … As Medicare reimbursement is predicated on HCAHPS scores and other quality indicators … As private payers adopt a pay-for-performance approach following the lead of the CMS
  14. 14. 14 HOW HR INFLUENCES THE PATIENT EXPERIENCE •• Screens and assesses talent •• Hires top talent •• Evaluates and trains existing talent The role of HR is inextricably linked to quality of care and patient perceptions. Attention should be paid to optimizing patient- experience quality measures. Chapter 2: Hiring to HCAHPS Standards 14
  15. 15. 15 APPLYING THE HCAHPS FILTER TO HIRING DECISIONS Hospitals eager to improve their HCAHPS scores frequently embark on major change management initiatives that include everything from staff education to new processes and procedures. Yet in addition to training people already employed, hospitals must also screen new candidates based on their ability to comply with the measures in the HCAHPS survey. It is, by all accounts, preferable to hire people who already possess and exhibit the skills and traits needed, rather than to spend time and money training them once hired. Chapter 2: Hiring to HCAHPS Standards
  16. 16. 16 HOW HR CAN INFLUENCE THE HCAHPS SCORE …… Know what is measured …… Know your scores – where to improve …… Apply behavior evaluation into the hiring process …… Use job-specific hiring surveys to measure candidates on the skills that are relevant to that position and to patient satisfaction …… Communicate strategy upward, to peers, and to hiring managers …… Monitor changes in scores …… Communicate success Chapter 2: Hiring to HCAHPS Standards
  17. 17. 17 TAKING A BEHAVIOR-CENTRIC APPROACH So, how can hospitals assess an applicant’s competencies as they relate to HCAHPS, since such abilities and behaviors must be observed over time? It is finally possible by gathering candid feedback from people who’ve had an opportunity to observe the candidate in action: their managers, coworkers, and direct reports. Chapter 2: Hiring to HCAHPS Standards …… During this hospital stay, how often did nurses LISTEN CAREFULLY TO YOU? …… During this hospital stay, how often did nurses EXPLAIN THINGS in a way you could understand? …… During this hospital stay, how often did nurses TREAT YOU WITH COURTESY AND RESPECT?
  18. 18. Chapter 3: How Human Resources Can Influence HCAHPS Scores
  19. 19. 19 TURN YOUR REFERENCE PROCESS INTO A PRE-HIRE ASSESSMENT The single best predictor of future job performance is past job performance. It’s about more accurately predicting job success. You can use a candidate’s past managers, coworkers and direct reports as rich data sources for assessment instead of simply ‘checkbox’ administrators. No one knows better how a person performs in a particular job than the people who have worked alongside that person in that job. So the findings from former coworkers aren’t just a great data source for any assessment process, they’re the best source of all. Chapter 3: How Human Resources Can Influence HCAHPS Scores
  20. 20. 20 Chapter 3: How Human Resources Can Influence HCAHPS Scores HOSPITALS USING PRE-HIRE REFERENCE ASSESSMENTS REPORT STRONG HCAHPS SCORES Findings from a study of 272 hospitals, conducted by SkillSurvey, showed that hospitals using a pre-hire reference assessment solution in their recruitment process have statistically higher HCAHPS scores than other hospitals. Patients at SkillSurvey customer hospitals responded more favorably on nine out of ten areas of patient satisfaction when compared to patients at similar hospitals not using SkillSurvey.
  21. 21. 21 SKILLSURVEY: LEADING THE WAY Providing the best patient experience has become a top priority among hospitals and healthcare systems due to increased pressure to improve HCAHPS scores. It’s been shown that an employee’s behaviors have a direct impact on patient satisfaction. It is easier to hire someone who already possesses these behaviors, rather than having to teach them. SkillSurvey’s Pre-Hire 360® reference assessment measures core competencies across a majority of clinical job families and captures the behavioral information on candidates that influences patient satisfaction. 21
  22. 22. 22 ABOUT SKILLSURVEY More than 800 hospitals rely on SkillSurvey’s reference-assessment and sourcing solutions to screen job candidates for competencies, behaviors and values that support high-quality care. Our healthcare client roster includes: •• Eight of the top 17 hospitals ranked in U.S. News & World Report’s Honor Roll •• Over 45 Magnet hospitals •• Seven of the top 11 children’s hospitals in the U.S. •• Over 50 teaching hospitals in the U.S. Take the Product Tour Download the HCAHPS Brochure
  23. 23. WANT TO LEARN MORE? download the full version of this ebook Download Full eBook
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