The Changing Face of Healthcare Talent: Openness & Transparency
Posted by Greg Moran
A White Paper in Three Parts
Part II: The Need for Openness & Transparency in the Provider/Patient Relationship
By Greg Moran, President, Chequed
Three shifts are driving the changing type of talent that's required by provider-based organizations. Last week, we began a three-part white paper covering these trends.
This week, we bring you “Part II: The Need for Openness & Transparency in the Provider/Patient Relationship.” Next week, we’ll send “Part III: Healthcare Insurance Reform.”
If you missed “Part I: Team-Based Delivery of Patient Care”, click here to read.
Everyone’s talking about the big changes on the horizon in healthcare. But significant change within healthcare-related HR is occurring now—and has been for sometime. Providers taking a wait-and-see approach to their workforce strategies will likely find they’re behind the curve on some important issues.
The Need for Openness & Transparency in the Provider/Patient Relationship
Attend any conference or take a quick look through a journal and you’ll undoubtedly find the topic of service recovery. Institutions are increasingly in a position of having to compete for patients. It applies to every other industry and trends point to this reality for healthcare.
And with a wealth of information online, a dissatisfied patient feels more empowered than ever to find a new provider if she has a bad experience.
Every day, more hospitals, doctors’ offices and long-term care facilities are considering service recovery strategies. It only makes sense: the more dissatisfied patients that we can turn into happy customers, the more repeat business and referrals.
On a process map, it all seems fairly simple. A patient complains, you listen and then act to remedy the problem, tracking the results for quality improvement.
A willingness to listen actively, with empathy, is step one. Most providers have a glut of skilled practitioners whose job is to know a specialized field, more than it is to know and understand their patients. A care provider’s unwillingness to slow down and really listen is the unfortunate expectation among patients. Dramatically exceeding this expectation is a clear opportunity for differentiating your facility.
However, the ability to hear a story and empathize is a set of personality characteristics for which HR organizations and hiring managers must recruit and then rigorously screen.
As the data that supports employee selection tools continues to expand, it allows these tools to provide unprecedented view into the future performance of a candidate. By delivering critical behavioral assessment on criteria like, “empathy” and “willingness to listen”, these tools can help healthcare HR make hiring decisions that support their institutions’ service recovery strategies.
But without proper candidate screening procedures and a clear identification of the competencies required, an institution’s service recovery plan will face serious obstacles.
Stay tuned for next week’s installment in this three-part series, “Part III: Healthcare Insurance Reform.”
About Chequed
Founded in 2008 by some of the foremost experts in employee selection and development, Chequed is an emerging leader in the rapidly growing market for Predictive Employee Performance™ technology. Chequed’s revolutionary Performance EngineTM delivers rapid, accurate predictions of a new hire’s performance through fully automated, web based and scientifically validated reference checking and behavioral assessment.
Chequed has commercialized innovative research developed in partnership with The Research Foundation of The State University of New York and The University at Albany’s world-class Department of Psychology. Complementing these research innovations is the software’s practical, real-world emphasis. Chequed’s experienced management team, board of directors and advisory committee have helped hundreds of startups and growing companies hire talent that made them industry leaders. Their extensive expertise has fortified the Chequed software to meet the day-to-day challenges of human resource managers facing competitive markets for human capital.
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