UNDERSTANDING THE ASSESSMENT VALUE PROPOSITION

Transcription

1 UNDERSTANDING THE ASSESSMENT VALUE PROPOSITION Frederick P. Morgeson, Ph.D. Scientific Advisor, HealthcareSource Eli Broad Professor, Michigan State University The HealthcareSource User Conference November 6-9, 2016 JW MARRIOTT WASHINGTON, DC

2 GOALS FOR TODAY Defining value and what constitutes a successful hire Connecting the dots between hires and patient-centered care Understanding and explaining the value of assessments and standardized hiring processes

3 DEFINING VALUE AND WHAT CONSTITUTES A SUCCESSFUL HIRE

4 Why Are People So Important?

5 SUSTAINABLE COMPETITIVE ADVANTAGE Must be rare among competitors Must be difficult for competitors to imitate Valuable to the firm in that it exploits weaknesses or neutralizes threats Sustainable Competitive Advantage Must not be easily substitutable

6 SUSTAINABLE COMPETITIVE ADVANTAGE Must be rare among competitors Must be difficult for competitors to imitate Valuable to the firm in that it exploits weaknesses or neutralizes threats Sustainable Competitive Advantage Must not be easily substitutable

7 (RE)STATING THE OBVIOUS The quality of the people you hire is the single most important thing you do.

8 IF YOU GET IT RIGHT

9 IF SOME HIRING MISTAKES ARE MADE

10 WHAT IS QUALITY OF HIRE? They can do their job Efficiently Correctly Learning oriented They are a positive presence In the organization To coworkers and staff For patients They stay Direct costs Indirect costs They fit With the culture With the values

11 CONNECTING THE DOTS BETWEEN HIRES AND PATIENT-CENTERED CARE

12 KEY DRIVERS OF OVERALL EVALUATIONS HCAHPS Summary Measure Recommend Hospital? Overall Rating of Hospital Communication with Nurses Communication with Doctors?? Responsiveness of Hospital Staff Cleanliness of Hospital Environment Quietness of Hospital Environment Pain Management Communication about Medicine Discharge Information Recommend Hospital?: Would you recommend this hospital to your friends and family? (1 = definitely no to 4 = definitely yes ) Overall Rating of Hospital: Using any number from 0 to 10, where 0 is the worst hospital possible and 10 is the best hospital possible, what number would you use to rate this hospital during your stay?

13 KEY DRIVERS OF OVERALL EVALUATIONS HCAHPS Summary Measure Recommend Hospital? Overall Rating of Hospital Communication with Nurses Communication with Doctors Responsiveness of Hospital Staff Cleanliness of Hospital Environment Quietness of Hospital Environment Pain Management Communication about Medicine Discharge Information Recommend Hospital?: Would you recommend this hospital to your friends and family? (1 = definitely no to 4 = definitely yes ) Overall Rating of Hospital: Using any number from 0 to 10, where 0 is the worst hospital possible and 10 is the best hospital possible, what number would you use to rate this hospital during your stay?

14 IT STARTS WITH EMPLOYEE BEHAVIOR If patient satisfaction is our destination employee behavior is how we get there Key behaviors Focusing on patient and family Openness and adaptation needs Helping and team work Listening and communication Compassion/empathy Helpfulness Reliability and accuracy Timeliness and working hard

15 HOW DO YOU GET THESE BEHAVIORS? Doctors, staff, and leaders must be willing and able to engage in patient-centered behavior Must also have experience with patient-centered behavior f (Competence + Motivation + Experience) = Performance Can Do Will Do Have Done Reflected in Key KSAOs Measured via different assessments Task performance Citizenship behaviors Errors Counterproductive behavior Creativity Retention

16 HCAHPS BEHAVIORS THAT DRIVE PATIENT SATISFACTION Work Ethic/Attendance Energy Teamwork Customer Focus Compassion Flexibility/Adaptability Multi-Tasking Valuing Diversity Openness to Learning

17 HCAHPS BEHAVIORS THAT DRIVE PATIENT SATISFACTION Work Ethic/Attendance Energy Teamwork Customer Focus Compassion Flexibility/Adaptability Multi-Tasking Valuing Diversity Openness to Learning

18 UNDERSTANDING AND EXPLAINING THE VALUE OF ASSESSMENTS AND STANDARDIZED HIRING PROCESSES

19 IT PREDICTS JOB PERFORMANCE Job Family Multiple R Nursing.24 Patient Care.33 Entry-Level Service.30 Administrative/Clerical.19 Technical/Professional.32 Average =.28 Medical Procedure Validity Aspirin and reduced risk of heart attack.02 Antihistamine use and reduced runny nose and sneezing.11 Effect of ibuprofen on pain reduction.14 Nicotine patch and smoking abstinence.18 Sleeping pills and short-term improvement in chronic insomnia.30

20 CAN ENHANCE RETENTION Retention Index and the Nursing Job Family Low Retention Index Scores Medium Retention Index Scores High Retention Index Scores 90 Day Retention 88.9% 91.1% 95.0% 6 Month Retention 80.8% 86.0% 91.6% 12 Month Retention 70.0% 79.1% 86.1%

21 ENABLES YOU TO FOCUS ON FIT Person-Job Fit Person-Team Fit Person-Org. Fit Competencies Roles Culture, Values, Strategy

22 ENHANCES THE PATIENT EXPERIENCE HCAHPS Measure Others Overall rating of hospital Recommend hospital? Note. Measures reported in percentile form

23 AND HELPS YOU MAKE SMART INVESTMENTS If purchasing a major piece of equipment costing $500,000 to $1,000,000 How much time spent researching purchase? Yet, routinely make same investments in people For example, pay and benefits: $75,000 x 10 Years = $750,000

24 How Much Time Do You Spend?

25 HOW DO YOU REALLY HIRE QUALITY PEOPLE? Identify the key behavioral competencies - Make sure they are relevant (a) for the specific job and (b) for healthcare Focus on fit - With the job, with the team, with the organization Use validated assessments developed in and tailored to the healthcare environment - Healthcare is unique and has its own challenges and demands Make it (administratively) easy and quick - Can have the best system in the world, but if nobody uses it

26 THANK YOU! Questions? Presenter Contact Information for Additional Questions: Frederick Morgeson, Ph.D. Scientific Advisor, HealthcareSource Eli Broad Professor, Michigan State University REMEMBER! Rate each session you attend in the Mobile App 1-5 Stars, 5 being the best.