HEALTHCARE HIRING PERSPECTIVES BLOG

HR's Role in Improving the Patient Experience

Posted by  Bryan Warren

What really moves the patient satisfaction needle?

A nicer facility? It certainly can help. Concierge services? Also helpful. Good signage? Service programs, rounding, improving online resources, and easier scheduling? Yes, yes, yes, yes and, yes. And there are dozens of other strategies and tools that can improve the patient experience.

But, above all else, the primary driver of the patient experience are the dozens of interactions that patients and their families have with their healthcare providers. These interactions have a much larger impact than wide-screen TVs or a better cafeteria experience.


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Study Finds Culture and Pride Matter Most to Healthcare Workers

Posted by  Bryan Warren

Some hospitals ask us to start our re-design of their hiring processes at the front-line. It’s logical. Front-line staff - nursing, nursing assistants, medical assistants, and patient care technicians spend more time with patients than anyone and drive the patient experience.


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Why are Patient Satisfaction Scores Important and Should Nurses Care?

Posted by  Bryan Warren

I ran across an interesting post on Facebook. A nurse was railing against the entire concept of patient satisfaction. She called patient satisfaction a “dirty little secret” – a secret that is killing her profession and harming patients. Hundreds of nurses chimed in supporting her contentions, which can be summarized as:

  • The public doesn’t realize that 30% of a hospital’s reimbursement is tied to patient satisfaction scores.

  • These programs were designed by bureaucrats who know nothing about patient care.

  • Patient satisfaction scores are all about flat screen TVs, creating a Ritz-Carlton like experience, and “treating patients like coddled customers” – all of which distracts from the hard, thankless job of taking care of patients and getting them better.


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Evidence-Based Hiring - Practical Considerations

Posted by  Bryan Warren

We were proud and excited to sponsor our latest webinar with Becker’s Hospital Review. 

Watch Now: Evidence-Based Hiring, Practical Considerations, A Panel Discussion.

We had over 400 HR leaders register and participate in an interactive and engaging discussion about how to bring more objectivity and consistency to their hiring processes. The goal is to make the best hiring decision possible every time, regardless of whether you have 100 applications, or two, by integrating “evidence-based” hiring practices and tools.


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Quality vs. Quantity: Tip the Scales on a Talent Acquisition Dilemma

Posted by  Bryan Warren

For decades, most of the healthcare market has faced a shortage of qualified candidates. The severity of the problem varies by market, but many organizations struggle to establish a robust candidate pool. This creates a particular problem in healthcare because the product or service being delivered is, primarily, based on human capital. Physicians, nurses, other support staff and care-givers ARE the product. Not much of providing care can be automated and we aren’t talking about selling a widget built from raw materials.


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Results Say Healthcare Assessments Predict Patient Safety & Satisfaction

Posted by  Bryan Warren


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4 Ways Everyone Can Increase Patient Satisfaction

Posted by  Bryan Warren

Nurses and physicians aren’t the only ones impacting patient satisfaction scores. Direct care providers like nursing assistants, dietary service workers, environmental services, transporters, and other front line workers have a big impact on the patient experience. These often-overlooked work groups can make or break the patient experience. But, some senior leaders do recognize this and make sure their teams are aware of their impact on this very important healthcare mission. 


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Can your Healthcare Hiring Strategy Build a Culture of Love?

Posted by  Bryan Warren

The Evolution of Organizational Culture: First Generation - Patient Experience

I’ve been in healthcare long enough to recall the first discussions about “culture” and “the patient experience” some 20 years ago. The first generation of these discussions led to basic training programs that went beyond clinical and technical skills, trying to learn from other industries to build a service culture focused on patients. For an industry steeped in clinical and technical expertise, it all felt quite strange.


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Within Healthcare, Everyone is a Caregiver

Posted by  Bryan Warren

I recently attended the Becker's Hospital Review's Annual Meeting in Chicago, which brings together 3,000 of the country's top healthcare leaders. A highlight every year is listening to Dr. Toby Cosgrove, CEO of the Cleveland Clinic. It's always inspirational to hear how healthcare SHOULD be delivered.

One thing that stuck out (to me) from his presentation this year: At the Cleveland Clinic, they take the position that "Everyone is a Caregiver." Everyone from the environmental services worker, to the nurse manager, to the people in IT, and up through the administrators - whether they actually INTERACT with patients - they IMPACT patient care.  So they are, by definition, "caregivers."


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4 Points Prove the Importance of Employee Engagement

Posted by  Bryan Warren

I had the pleasure of joining Mark Sevco, from the University of Pittsburgh Medical Center for a presentation at TMA’s 7th annual People in Healthcare Summit. This event brought together senior talent professionals from the top health systems around the country. Our presentation was on: Building a New Hospital, and a New Culture – Lessons Learned.


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