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.

1. HCAHPS & HR
Partnering for Change
Presenter
Fred Barnhart
SkillSurvey

2. The
Healthcare
Challenge

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. 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. Finding ways to
provide affordable,
quality healthcare and
improve outcomes
is a key concern
Federally
mandated
programs have
begun to
address these
challenges

6. VOLUME HCAHPS
Hospital
Value-Based
Purchasing
Program
Bundled
Payments
for Care
Initiative
Hospital-Acquired
Condition Reduction
Program
VALUE

7. The Rise of
Value-Based
Purchasing

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. Pay-for-Performance
Paying
providers based
on the QUALITY,
rather than the
QUANTITY, of care
they give
patients
2018
Goal90%

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

12. How
does it
work?
Hospital
Value-Based
Purchasing

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. $6M
$8M
Potential
revenue dollars
per hospital?
Hospital
Value-Based
Purchasing

15. $1.5
Billion
Over
3,000
Hospitals
2016
Hospital
Value-Based
Purchasing

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. 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. HCAHPS
as a Driver
of Change

19. Patient
Satisfaction
Patient
Perception
Patient
Experience
HCAHPS
as a Driver
of Change

20. 201542%
201322%
201113%
Chief Experience Officer/Patient Experience
Health care
leaders are
taking note

21. HCAHPS Today:
4 CRITICAL
REASONS
to take action
4
3
2
1

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

29. Understanding
Your Partnership
HCAHPS
and HR

30. Enhanced
accountability
and
transparency
Incentives
to improve
quality of care
Objective
and meaningful
comparisons of
hospitals
HCAHPS

31. 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

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

33. HCAHPS

34. HCAHPS

35. So, how can
HR make a
difference?
HCAHPS

36. 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

37. Employees HCAHPSSOFT
SKILLS
HARD
SKILLS

38. Skills
and Personality
Assessments
Interview
Reference
Check
The
Typical Hiring
Process

39. Skills
and Personality
Assessments
Reference
Check
INTERVIEW
The
Typical Hiring
Process

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?

41. Managers
are busy
Legal
concerns
HR policies
prohibit
providing
references
Reference
Checking
has Changed in
Recent Years

44. 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

45. SkillSurvey Solutions
85%
response
rate
Less
than 5
minutes
Less
than 1
minute
Less
than 2
days
Report
ready

46. LinkedIn Recruiter

47. Include
patient satisfaction
questions in
interviews
Get reliable
data from references
regarding observed
behavior related
to HCAHPS
questions
What can
HR do?

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The Modern Recruiter’s Guide // 48