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Getting the Right People on the Bus: How to
Effectively Hire Employees that Create and
Sustain a High Performing Organization
Presented by Shane Douthitt, Ph.D.
and Scott Mondore, Ph.D.
© Baptist Leadership Group, MMX. All rights reserved.
Baptist Leadership Group
Our Mission is to help healthcare organizations
improve the quality of the patient experience.
© Baptist Leadership Group, MMX. All rights reserved.
Baptist Leadership Group
• Owned by Baptist Health Care, the nationally known pioneer
of performance excellence
• Patient Centered Excellence Consulting – the patient is at the
center of everything we do
• Tools, tactics and best practices are evidence-based, outcomes
driven, tested and proven at our living laboratory at Baptist
• Custom, individualized coaching that produces measureable,
sustainable increases in patient satisfaction, employee
engagement, quality outcomes, and profitability
© Baptist Leadership Group, MMX. All rights reserved.
How we help our clients
Product Solutions
Speaking Events
Training Curriculum
Coaching and
Conferences
Software Accelerators
Process Consulting
Commitment Level
© Baptist Leadership Group, MMX. All rights reserved.
How we work with you
Create High-Performing Health System through:
Coaching & Process Consulting
• Patient Experience
• Driving Accountability
• Quality Improvement
• Employee Engagement
• Measurement and
Monitoring Systems
• Leadership Development
• Skills Transfer
Training Curriculum
• Purposeful Rounding
• RELATE – Patient
Communication
• Vital Conversations –
Performance Management
Software Accelerators
• Daily Line-Up
• Bright Ideas Manager
• Leader Performance System
• Patient Tracking System
© Baptist Leadership Group, MMX. All rights reserved.
Our approach is …
•
•
•
•
Customized to your needs
Evidence-based: proven tactics with significant ROI
Measurement focused, data and benchmark-driven
Pragmatic and tested through our “living laboratory”
at Baptist Health Care
• Collaborative
© Baptist Leadership Group, MMX. All rights reserved.
Impact of our approach
• Improvement in the patient experience
– 25 percentile point increase in patient satisfaction in year 1
– 18 percentile point increase in HCAHPS Overall Rating within 3
months of RELATE training and development
– 100% of clients improve employee engagement during partnership with
statistical significance
– 90% of clients perform above national peers on key mortality and
readmission measures
• We guarantee the impact of our services
© Baptist Leadership Group, MMX. All rights reserved.
Getting the Right People on the Bus: How to
Effectively Hire Employees that Create and
Sustain a High Performing Organization
© Baptist Leadership Group, MMX. All rights reserved.
Today’s Agenda
•
•
•
•
•
•
Standards of Performance – Defining the “How”
Levers to Drive Patient Centered Excellence
Moving Beyond the Typical Hiring Process
Alternative Selection Tools
Simulation Role Play
The ROI of Selection
© Baptist Leadership Group, MMX. All rights reserved.
Pillars: Balanced approach that
places people first
MISSION
VISION
© Baptist Leadership Group, MMX. All rights reserved.
Books on the topic
Published by
SHRM
Upcoming book:
Business-focused
HR: 11 Processes
to Drive Results
© Baptist Leadership Group, MMX. All rights reserved.
Competencies: Their Application
When Selecting Employees
© Baptist Leadership Group, MMX. All rights reserved.
Competencies vs. Standards vs.
Technical Skills
Many Healthcare
Organizations Create
Two Distinct
Competency Models
Often times specific
knowledge and skills
are identified for
specific jobs or job
families
© Baptist Leadership Group, MMX. All rights reserved.
Standards of Performance
•
•
•
•
•
Attitude
Appearance
Communication
Call Lights
Commitment to
co-workers
•
•
•
•
•
Customer Waiting
Elevator Etiquette
Privacy
Safety Awareness
Sense of Ownership
© Baptist Leadership Group, MMX. All rights reserved.
Patient Focus
Defined, observable behavior:
• Uses listening skills and empathy
• Acknowledges the person
• Clarifies the current situation
• Meets or exceeds needs
• Confirms satisfaction and invites further contact
• Solves problems
• Uses RELATE consistently
© Baptist Leadership Group, MMX. All rights reserved.
Standards of Performance
Alignment/Deployment/Consistency
Attitude
Appearance
Communication
Call Lights
Commitment to
co-workers
Customer Waiting
Elevator Etiquette
Privacy
Safety Awareness
Sense of Ownership
• Utilize in selecting new employees
• Celebrate a standard each month
• Use visible reminders
• Reinforce through communications
• Tie to reward and recognition
opportunities
• Hold people accountable
© Baptist Leadership Group, MMX. All rights reserved.
Library
Our Competencies
View Survey
Competency Library
Competency
Name
Definition
Lives our Values
Conducts work in accordance with our
values/standards; Projects an image of the organization
that is consistent with our values/standards to internal
and external stakeholders; Protects the dignity and
modesty of customers; Is sensitive to customers’ needs
and feelings.
Builds a CustomerFocused
Environment
Is committed to providing excellent service and
compassionate care; Acts with customers in mind;
Establishes and maintains effective relationships with
customers and gains their trust and respect.
Fosters
Organizational
Stewardship
Is dedicated to responsible stewardship of
organizational assets and financial resources; Acts as an
ambassador of the organization; Takes pride in the
Survey Results
© Baptist Leadership Group, MMX. All rights reserved.
Defining Standards of Performance
• Competency Library
• Standards Team
• Gather input from SME’s, staff (clinical, nonclinical), leaders, high performers
– Interviews
– Focus groups
– Standards surveys
© Baptist Leadership Group, MMX. All rights reserved.
Competency Library
Competency
Survey
Library
Instructions
Our
Competencies
Please
indicate the frequency with which you perform each of the competencies using
the Frequency scale provided below.
In addition, please indicate the importance of each competency to individuals in your
View Survey
job/position using the Importance scale provided below.
Survey Results
© Baptist Leadership Group, MMX. All rights reserved.
The Typical Hiring Process and Valid
Alternatives
© Baptist Leadership Group, MMX. All rights reserved.
Low Turnover Leads to Better Patient Outcomes
© Baptist Leadership Group, MMX. All rights reserved.
Typical Approach to Selection
•
•
•
•
•
Recruiter: Resume screen and phone interview
Background check
Candidates interviewed by multiple leaders
Review the interviewers feedback
Decisions based on liking the candidate
© Baptist Leadership Group, MMX. All rights reserved.
Comprehensive Selection Process
Incorporating
these tools can
make your
hiring process
5 times more
effective.
© Baptist Leadership Group, MMX. All rights reserved.
23
Why use Behavioral-Based Interviews?
• Proven track record for predicting future performance—validity is
high
• Legally defensible: designed to address the competencies of this job
• Reliability is high
– Consistency among different interviewers and over time
• Uses interview questions that elicit descriptions of the candidate’s
behavior in specific situations:
– Tell me about a time when you…
– Tell me how you would handle the following situation
• These questions elicit more descriptions of specific behavior in
situations like those on the job
© Baptist Leadership Group, MMX. All rights reserved.
Personality Assessment
• Highly valid assessment of personality ‘fit’ for key roles in
your organization
• Cost-effective
• Can be customized to the any role by the organization’s
leadership
• Focuses on numerous aspects, including:
– Adjustment- Stress tolerance; optimism/pessimism
– Ambition- Expectations for self/others; leader-like
tendencies
– Prudence- Attention to detail and following rules
– Inquisitive- Visionary vs. implementation-focused
approach
© Baptist Leadership Group, MMX. All rights reserved.
Assessment Center
• Candidates participate in Role Plays
• Role Plays based on competencies relevant to
performance on the job
• Most valid approach to selection
• Example:
– Nurse candidate asked to interact with a patient
– Raters observe nurse candidate react to different patient
situations
• Can also be used to make promotion decisions
© Baptist Leadership Group, MMX. All rights reserved.
Simulations/Role Plays
© Baptist Leadership Group, MMX. All rights reserved.
Simulations
• Scoring sheet provided on the screen
• We will role play…you will score the 2 candidates
© Baptist Leadership Group, MMX. All rights reserved.
Simulation Overview
“Staff Responsiveness to Patient Diet Concern”
• Today you are a Nurse at Baptist Hospital. You have just
started your afternoon shift, and have been informed by one of
your patients, Mr. Brad Pitt, that his diet is incorrect and has
been incorrect through two meals. You are concerned with
correcting the problem and reassuring the patient.
Your goals:
• To address the problem with the kitchen.
• To recover the patient.
• Be prepared to discuss your long-term plan for correcting the
issue with your Nurse Leader.
© Baptist Leadership Group, MMX. All rights reserved.
Role Play Participants
Scott – the
Assessor
Shane – the
Patient
© Baptist Leadership Group, MMX. All rights reserved.
April – the
Nurse
Y/N
COMPETENCY & BEHAVIOR
CONFLICT MANAGEMENT:
Did the candidate take corrective action immediately (i.e., remove the incorrect food)?
Was the candidate able to seamlessly handle the heated situation without creating more of a
disturbance?
PROBLEM SOLVING:
Did the candidate ask appropriate questions to identify the cause of the error?
Did the candidate work with the kitchen to develop a solution that was acceptable for both parties?
SERVICE RECOVERY:
Did the candidate inform the patient of the steps taken to address the issue?
Did the candidate indicate that he/she would follow-up with the patient at the next meal?
Did the candidate manage up the kitchen (i.e., reinforce the kitchen’s commitment to excellence)?
HOURLY ROUNDING:
Did the candidate’s follow-up plan include hourly rounding?
RELATIONSHIP BUILDING/FLEXIBILITY:
Did the candidate demonstrate compassion, patience, and respect in communications?
COMMUNICATION:
Was the candidate able to clearly convey information in a manner that was appropriate?
Did the candidate permit responses and feedback from the audience?
© Baptist Leadership Group, MMX. All rights reserved.
Polling Question
• Which candidate would you hire?
– Candidate 1
– Candidate 2
© Baptist Leadership Group, MMX. All rights reserved.
Differentiating Quality Candidates
© Baptist Leadership Group, MMX. All rights reserved.
ROI of Selection Methods
© Baptist Leadership Group, MMX. All rights reserved.
Selection Options
Approach
Validity
Coefficient
Potential
Number of Poor
Hires
Unstructured Interviews
.10
32/70
Behavior-based
Structured Interviews
.40
21/70
Multiple Hurdle Approach (e.g.,
Personality testing followed by a
Structured Interview)
.55
16/70
Assessment Center
.70
11/70
Assessment Center – psychologists
assessing candidates
.85
5/70
*Validity coefficients are estimated based on client and meta-analysis research.
© Baptist Leadership Group, MMX. All rights reserved.
Expected ROI
• $50,000 turnover cost per nurse
• Assumptions: not including any safety risks of poor nurse
performance
Approach
Potential Number
of Poor Hires
Expected
Savings
Unstructured Interviews
32/70
Behavior-based
Structured Interviews
21/70
$550K
BBI and Personality Assessment
16/70
$800K
Assessment Center
11/70
$1.05 million
Assessment Center – psychologists
assessing candidates
5/70
$1.35 million
© Baptist Leadership Group, MMX. All rights reserved.
Selection Approaches
Approach
Pro’s
Con’s
Behavior-based
Structured Interviews
•Cost effective
•Speed to develop and
implement
•Requires interviewing
all minimum
requirement applicants
Multiple Hurdle
Approach (e.g.,
Personality testing
followed by a
Structured Interview)
•Incremental effectiveness
over interview only
approach
•Hurdle reduces number of
interviews required
•Face validity of
testing hurdle
Assessment Center
•Most effective
•Senior leader participation
and buy-in
•Strong development
component for participants
•Most expensive option
•Time required to
develop and implement
37
© Baptist Leadership Group, MMX. All rights reserved.
Q&A
© Baptist Leadership Group, MMX. All rights reserved.
Join us at our 2011 national conference
Achieving and Sustaining Patient-Centered Excellence.
What Does It Take?
Pensacola, FL May 25 – 26
Boston, MA August 3 – 4
Pensacola, FL September 21 - 22
Register at www.bhclg.com/conferences
Enter discount code BLG2011
© Baptist Leadership Group, MMX. All rights reserved.
Thank You
We appreciate your time, attention and questions.
If you have any questions, suggestions, or comments,
please call or e-mail.
Shane Douthitt, PhD
704.975.6820
[email protected]
Scott Mondore, PhD
404.808.4730
[email protected]
www.bhclg.com
© Baptist Leadership Group, MMX. All rights reserved.