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HCAHPS and HR: Partnering for Change [webcast]

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The Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) captures and reports the patient perspective on more than 3,000 hospitals nationwide. In this session, we’ll take a look at the impact HCAHPS is having on how hospitals are providing care and then consider how HR can help their organizations hire clinicians, nurses, and others who are able to deliver great customer service along with superior patient care.

You'll learn:
- How HR can help their organizations hire clinicians, nurses, and others who are able to deliver great customer service along with superior patient care
- Understand how leading healthcare recruiters are getting better insight to make the right hiring decisions
- The critical role HR professionals play to positively influence patient satisfaction for their organizations

To learn more about LinkedIn Talent Solutions, visit us here: http://bit.ly/2efVKaH

Publicada em: Recrutamento e RH
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HCAHPS and HR: Partnering for Change [webcast]

  1. 1. HCAHPS & HR Partnering for Change Presenter Fred Barnhart SkillSurvey
  2. 2. The Healthcare Challenge
  3. 3. U.S. Canada France Norway NewZealand TheNetherlands Germany Australia Sweden Switzerland U.K. We are spending more on healthcare than ever before $2.9 Trillion In 2013
  4. 4. U.S. Canada France Norway NewZealand TheNetherlands Germany Australia Sweden Switzerland U.K. U.S. Canada France Norway NewZealand TheNetherlands Germany Australia Sweden Switzerland U.K. $2.9 Trillion In 2013 And yet, despite having the most expensive healthcare system… We are spending more on healthcare than ever before …we rank last among wealthy nations in health system quality, efficiency, access to care, equity, and healthy lives
  5. 5. Finding ways to provide affordable, quality healthcare and improve outcomes is a key concern Federally mandated programs have begun to address these challenges
  6. 6. VOLUME HCAHPS Hospital Value-Based Purchasing Program Bundled Payments for Care Initiative Hospital-Acquired Condition Reduction Program VALUE
  7. 7. The Rise of Value-Based Purchasing
  8. 8. Experience of care Safety Clinical outcomes Physician VisitBlood Test Surgery Fee-for-Service Paying providers based on the QUALITY, rather than the QUANTITY, of care they give patients Pay-for-Performance
  9. 9. Pay-for-Performance Paying providers based on the QUALITY, rather than the QUANTITY, of care they give patients 2018 Goal90%
  10. 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. 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
  12. 12. How does it work? Hospital Value-Based Purchasing
  13. 13. 20% Safety 25% Efficiency The program measures outcomes across four domains Hospital Value-Based Purchasing25% Patient and Caregiver Centered Experience of Care (HCAHPS) Clinical Care Process: 5% Outcomes: 25% 30%
  14. 14. $6M $8M Potential revenue dollars per hospital? Hospital Value-Based Purchasing
  15. 15. $1.5 Billion Over 3,000 Hospitals 2016 Hospital Value-Based Purchasing
  16. 16. Payment Adjustments $1- $50,000 $50,000- $100,000 $100,000- $250,000 $250,000+ 2016 Hospital Value-Based Purchasing1,806 POSITIVE 1,235 NEGATIVE
  17. 17. Hospital performance varied across the country Academic medical centers ARE NOT setting the bar Smaller hospitals ARE faring better Rural hospitals ARE making gains 2016 Hospital Value-Based Purchasing
  18. 18. HCAHPS as a Driver of Change
  19. 19. Patient Satisfaction Patient Perception Patient Experience HCAHPS as a Driver of Change
  20. 20. 201542% 201322% 201113% Chief Experience Officer/Patient Experience Health care leaders are taking note
  21. 21. HCAHPS Today: 4 CRITICAL REASONS to take action 4 3 2 1
  22. 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. 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. 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. 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
  26. 26. Understanding Your Partnership HCAHPS and HR
  27. 27. Enhanced accountability and transparency Incentives to improve quality of care Objective and meaningful comparisons of hospitals HCAHPS
  28. 28. And more Responsiveness of staff Cleanliness and quietness of hospital environment Communication with nurses and doctors 21 focused on patient perspective of care received 32 questions HCAHPS
  29. 29. 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
  30. 30. HCAHPS
  31. 31. HCAHPS
  32. 32. So, how can HR make a difference? HCAHPS
  33. 33. Process Behavior 21 patient experience questions HCAHPS Pain management Discharge information Care Transition Cleanliness Quietness Communication with nurses Communication with doctors Responsiveness of hospital staff
  34. 34. Employees HCAHPSSOFT SKILLS HARD SKILLS
  35. 35. Skills and Personality Assessments Interview Reference Check The Typical Hiring Process
  36. 36. Skills and Personality Assessments Reference Check INTERVIEW The Typical Hiring Process
  37. 37. 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?
  38. 38. Managers are busy Legal concerns HR policies prohibit providing references Reference Checking has Changed in Recent Years
  39. 39. Ratings on HCAHPS Behaviors and Reference Response Rate (RRR) Impact on First-Year Turnover for Poor Performance RRR < 80% RRR = 100% %firedwithin1year 6 5 4 3 2 1 0 5.1 1.4 3.4 1.1 Ratings: 1st - 5th Percentile Ratings: 6th - 99th Percentile
  40. 40. SkillSurvey Solutions 85% response rate Less than 5 minutes Less than 1 minute Less than 2 days Report ready
  41. 41. LinkedIn Recruiter
  42. 42. Include patient satisfaction questions in interviews Get reliable data from references regarding observed behavior related to HCAHPS questions What can HR do?
  43. 43. Subscribe to our blog talent.linkedin.com/blog See our videos on YouTube youtube.com/user/LITalentSolutions Check out our SlideShare slideshare.net/linkedin-talent-solutions Products and insights talent.linkedin.com Follow us on Twitter @hireonlinkedin Connect with us on LinkedIn www.linkedin.com/company/1337 About LinkedIn Talent Solutions LinkedIn Talent Solutions offers a full range of recruiting solutions to help organizations of all sizes find, attract, and engage the best talent. Founded in 2003, LinkedIn connects the world’s professionals to make them more productive and successful. With over 414 million members worldwide, LinkedIn is the world’s largest professional network. Give us a call at 1-855-655-5653 The Modern Recruiter’s Guide // 48

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