The intent of the HCAHPS (Hospital Consumer Assessment of Healthcare Providers and Systems) initiative is to provide a standardized survey instrument and data collection methodology for measuring patients' perspectives on hospital care. This initiative in healthcare recruiting has become an essential part of our hiring practice. If ever there was a time to hardwire a culture of excellent patient care—to ensure that your organization is meeting its mission, protecting its bottom line, and enhancing its reputation—that time has clearly arrived.
Identifying the right skill set is not always the most important factor in hiring the right candidate. What is important is asking if this candidate will fit into one’s culture. Will they change the way a patient receives care? Identifying the right behaviors that attribute to higher HCAHPS scores become the challenge today. Competences like ‘compassion, adaptability, multi-tasking, and flexibility’ are important behaviors to evaluate for HCAHPS, especially when it comes to nursing candidates.
The Studer Group released an article on “Four Reasons Why Those 27 Survey Questions Will Change Healthcare Forever.”
REASON #1: HCAHPS provides accurate “apples to apples” metrics.
REASON #2: Results are tied to quality and clinical outcomes.
REASON #3: It gives consumers an easy way to compare hospitals.
REASON #4: HCAHPS pay-for-performance is coming
Identifying these competencies allow a recruiter to screen candidates in a way that hiring managers will understand the true value you deliver to them during an interview process. Hospitals need employees who understand the importance of patient centric care.
To be at your best as a top Healthcare recruiter, you must understand how to impact the HCAHPs scores indirectly. Here are a few bullets to help link these together.
• Take the time to learn what is measured.
• Know your organizations scores and where you are falling short.
• During your candidate screening, ensure you are asking questions that revolve around specific survey questions. For example: How do you treat patients with courtesy and respect? Give me examples of how you’ve changed your communication style depending on the patient/situation? How do you explain medications and treatment to patients and their families?
• Communicate your strategy to peers, hiring managers, and executives
• Always share your success
The question now lies, how will HCAHPS scores transform the way you select top talent?