Why would a health care facility decide to utilize a behavioral screening tool for hiring? Two words: customer service. Mary Richards, who serves as Employment Manager at Rush-Copley Medical Center in Chicago, was generous enough to serve as co-presenter for the session on “Screen for Fit and Drive Service Excellence: Behavioral Assessments for Healthcare” during the 2011 ASHHRA Region 5 Conference, at the Keystone Sheraton in Indianapolis on July 21st, along with Paul Buterakos, Regional Consultant for Staff Assessment. Staff Assessment is behavioral screening software acquired by HealthcareSource in 2010. Rush-Copley is an acute care facility with 210 beds and a long history of providing excellent patient care. They recently celebrated their 125th anniversary. Mary and her colleagues chose to implement TestSource in order to ensure the history of strong customer care and service continued at Rush-Copley.
According to Mary, Rush-Copley uses behavioral assessments because it all comes down to “service excellence.” Twenty years ago, Rush-Copley created a service initiative, a series of mottos that influence and guide their staff. Some of these rules include a warm friendly greeting for every patient, ensuring patient safety at all times, maintaining patient privacy, answering a call light immediately, and creating a clean, friendly and warm environment. When Mary joined Rush-Copley, the rate of involuntary turnover was higher than it should have been. Not all of the hospital staff could live up to these service requirements nor could they help others achieve them. “I’ve always believed that a person with a great customer service attitude can be trained to do anything. The opposite is not true,” said Mary.
The dangers of being without behavioral assessment software? Too much paperwork!
Rush-Copley implemented the Healthcare Selection Inventory (HSI) and Healthcare Leadership Inventory (HLI) tools from Staff Assessment in 2004. Within one year, this tool helped Mary and her HR colleagues at Rush-Copley achieve a 50% reduction in turnover, which meant even better patient service. Seven years later, they’re still able to maintain a low turnover rate. The success of Rush-Copley’s deployment of HSI and HLI as their pre-interview screening tools lies in the tool’s ability to tailor the behavioral assessment to what’s important and most appropriate for their organization. It all comes back to those original service initiatives and maintaining them. The talented HR team at Rush-Copley can integrate their philosophies about customer service into this software. As Mary puts it, HSI and HLI “align with that [customer service] promise that we created twenty years ago and still adhere to today.”
So what’s next for TestSource? Conquering HCAHPS–something on the minds of every Healthcare HR team in every healthcare facility in the nation, including Rush-Copley. Right now, Staff Assessment is working on building questions into HSI and HLI that specifically align with improving an organization’s HCAHPS scores. “We plan on rolling that feature out this fall,” said Paul.
It seems to me that service excellence and stellar HCAHPS scores go hand in hand and largely contribute to the success of a healthcare organization overall. As Mary puts it, nothing is “more critical within a healthcare environment than service excellence.”
If you’re interested in learning more about Staff Assessment, download our Webinar to see how behavioral assessments can help healthcare organizations increase their HCAHPS scores.