This blog post continues our series of patient experience best practices. Every week we share information that demonstrates our expansive understanding of the challenges faced by healthcare organizations and the solutions we have identified for improving the patient experience and patient and business outcomes.
Even if you know the skill-based questions you’re going to ask a prospective employee, what about questions to determine if the candidate is right for your organization’s culture? How can you find out how an individual reacts in a stressful situation? What are his or her work ethics? What motivates this person? How has the individual creatively solved problems? Is the candidate team-oriented?
This is where behavioral-based questioning is valuable. Before the interview takes place, compile a list of potential queries, which will determine the compatibility of the candidate with the organization’s values and Standards of Performance. Then, establish who on the team will ask which questions.
Behavioral-based questions help determine:
You should compile your own personalized, behavioral-based questions, incorporating your organization’s Standards of Performance. The following is merely a sampling of the kinds of queries by subject matter that you might want to consider as you draft that list:
Words that Work
What would your response be if we asked you to answer your phone every time by saying exactly, “This is Mary, how may I help you;” and similarly if we asked you to say, “Is there anything else I can do for you; I have the time,” every time you were about to leave a customer or patient? What do you see as the benefits of these keywords, and/or what might be the barriers?
Likelihood of Retention
About the Best Practice Series
We are pleased to share the best practices developed by our expert coaches from the HealthStream Engagement Institute. This series of how-to publications offers proven techniques, key words and phrases, and processes to help you transform your culture to one of high performance.
Our Best Practices Series, based on employee-developed and employee-managed practices and programs, includes the following:
Our goal for this collection is to offer you even more tools to achieve extraordinary service and higher levels of performance excellence.
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