Case
Studies
Health
Care
Success Story:
Selecting Top Performers
Issue: BHA was asked to assist
large hospital in the North Eastern United States in developing
a selection system that would support an HR strategy of upgrading
the quality of individuals selected into key patient contact positions.
This major regional hospital considered the quality of patient service
(like customer service in a commercial enterprise) to be the most
critical competitive advantage in today’s marketplace.
Solution: BHA’s
validation research involved evaluating the applicability of SELECT
for Health Care in selecting new staff in the following key patient/customer
contact jobs:
-
Business Office
Personnel (including Accounts)
-
Admitting Office
Personnel
-
Porters
-
Food Service/Diet
Aides
-
Unit Secretaries
-
Environmental
/ Building Services Personnel
The results of the validation study
showed SELECT for Health Care to be an effective tool for selecting
top performing patient contact employees in all job positions. Scores
on SELECT for Health Care were significantly correlated with measures
of job performance and helped to identify top performers.
Results: Practically speaking, using SELECT for Health Care
to hire people scoring in the "Better" range on the Performance
Index increased the rate of selecting top and good performers by
12 percent. More importantly, the number of poor performers, who
make the greatest negative impact on the hospital and its customers,
was reduced by over 50 percent.
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Success Story: Increasing Service
Values
Application:
After using SELECT for Health Care for four years, a large North
Eastern hospital used existing data to conduct a follow-up study
to determine the effectiveness of the survey. The hospital used
the Performance Index as their main selection hurdle and did not
recruit candidates scoring in the AVOID range.
Results: The existing data
consisted of performance ratings of all staff in relation to the
organisation’s "Shared Values." Primary among these
values is one set called "Service Values" where staff
are evaluated on their ability to provide exceptional customer service
to hospital patients and their families. The Performance and Integrity
Index scores were strongly correlated with better Service Value
performance.
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Success Story:
Decentralising the Recruitment
Process
Issue:
A large, South Western children’s hospital needed to improve the
selection of entry-level employees while not adding to the already
burdened, under-staffed HR department. In addition to implementing
SELECT for Health Care as part of their selection process, they
were willing to consider unique methods for addressing the HR workload
issue.
Solution:
Through consultation with HR leaders, it was decided to decentralise
the hiring process as much as possible. This eased the burden on
the human resources department while increasing local "ownership"
and commitment to new employees.
To help identify relevant technical skills and experiences, a number
of structured interviews were developed (all customised to specific
jobs and departments).
Also, first level supervisors and
team leaders were trained in all aspects of the new selection process
and were taught to integrate all information, including the results
from the test and the structured interview, to make informed, comprehensive
hiring decisions.
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