This document discusses how healthcare organizations can partner with human resources to improve patient experience scores as measured by the HCAHPS survey. It outlines how HR practices like skills assessments, interviews, and reference checks can be modified to evaluate candidates based on behaviors linked to high HCAHPS performance. Specifically, HR can include patient satisfaction questions in interviews and get reliable reference data on behaviors measured by HCAHPS to identify the best candidates to improve organizational scores.
5. Finding ways to
provide affordable,
quality healthcare and
improve outcomes
is a key concern
Federally
mandated
programs have
begun to
address these
challenges
10. “Advancing a patient
centered health system
requires a fundamental
transformation in how we
pay for and deliver care.”
Karen Ignagni
AHIP President and CEO
11. Not on the
volume
of services
Quality of
services
Financial incentives
for hospitals to
demonstrate performance
improvement and the
delivery of high
quality care
Hospital
Value-Based
Purchasing
22. In FY2017,
the risk will be
at 2%
In FY2016,
the total
payment carve
out stands
at 1.75%
Medicare
dollars will
be at risk
4
3
2
1
HCAHPS Today:
4 CRITICAL
REASONS
to take action
23. HCAHPS Today:
4 CRITICAL
REASONS
to take actionMEASURE
Communication with Nurses
Communication with Doctors
Pain Management
Cleanliness and Quietness of Hospital
Overall Rating of Hospital
BENCHMARK
86.61
88.80
78.33
79.39
84.60
THRESHOLD
78.19
80.51
70.28
65.30
70.02
As hospitals
improve,
thresholds and
benchmarks
are rising
4
3
1
2
24. Hospitals
who stay on
the sidelines will
have a harder time
catching up
Consistency
over time
is rewarded
4
2
1
3
HCAHPS Today:
4 CRITICAL
REASONS
to take action
25. Star Ratings
make it easier
to compare
hospitals
3
2
1
4
76 Hospitals (About 2%)
638 Hospitals (About 18%)
1,531 Hospitals (About 43%)
1,087 Hospitals (About 31%)
207 Hospitals (About 6%)
HCAHPS Today:
4 CRITICAL
REASONS
to take action
32. HCAHPS
During this hospital stay, how often did nurses treat you
with courtesy and respect?
☐ Never
☐ Sometimes
☐ Usually
☐ Always
During this hospital stay, how often did nurses listen
carefully to you?
☐ Never
☐ Sometimes
☐ Usually
☐ Always
During this hospital stay, how often did nurses explain
things in a way you could understand?
☐ Never
☐ Sometimes
☐ Usually
☐ Always
40. What can
HR do?
Skills
and Personality
Assessments
Interview
Reference
Check
The
Typical Hiring
Process
Do your
interviews specifically
ask about behaviors
that are measured
on HCAHPS?
What about
reference
checking?
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The Modern Recruiter’s Guide // 48
Editor's Notes
450 Million people have profiles on LinkedIn
25 million of those people are healthcare industry workers
And of those 25 million, 6 million of these workers have not changed roles in the past few years which may signal they could be open to a change.
LinkedIn Recruiter can help you tap into this pool of potential candidates – many of them passive to help you source the candidates you need to help you fill your open healthcare positions. You can use the tool to search for people in particular geographies (zip code, within certain mile radius), with particular titles, skillsets, languages, years of experience among many other features
What Can HR Do?
Include patient satisfaction questions in interviews
Get reliable data from references regarding observed behavior related to HCAHPS questions