Hot Topic: Caregiver Attitude is Critical in Senior Care

I recently channeled my inner cowgirl and spent a few days in Dallas at MatrixCare’s annual user conference. And what a trip it was! The days were not only educational and informative, but they were also as action packed as bareback bronc riding at a Texas rodeo.  The MatrixCare crowd was engaged every step of the way. And as a MatrixCare partner and sponsor of the event, we benefitted from countless conversations with the attendees, exploring their clinical initiatives as well as their approaches and practices for staff scheduling and human capital management in senior care.

On day two of the event, MatrixCare welcomed AHCA’s Dr. David Gifford on to the main stage. Dr. Gifford, who is AHCA/NCAL's Senior Vice President of Quality and Regulatory Affairs, provided a legislative update for the audience as well as guidance for providers to succeed in the new world of value-based purchasing. The attendees hung on to every word and explanation that Dr. Gifford offered, as navigating the evolving healthcare models can be a bit…overwhelming.  Time and again, attendees held up their cell phones to snap pictures of the slides displayed on the screen. From re-hospitalizations to quality measures and bundled payments, Dr. Gifford covered it all.

At one point during the presentation, Dr. Gifford offered tips to reduce hospital readmissions and addressed the knowledge, skills and attitude (KSA) of caregivers. In fact, he asked the audience to raise their hands if they understand hand-washing requirements (yep, sing happy birthday twice, you know the drill). And while everyone knows how to wash their hands and they understand how critical of a process it is within healthcare environments, organizations still deal with clinical repercussions due to inadequate hand-washing.  Is the issue caregiver knowledge, training or skills? No. The issue is more than likely a caregiver’s attitude.

This got me thinking about caregiver attitude, which is a hot topic in senior care today, especially as communities continue to struggle with high employee turnover. AHCA pegs industry average caregiver turnover at 44% and I’ve had countless discussions with organizations who have staggering turnover rates of 80% -- or more!  

The attitude of a caregiver is a critical factor in determining not only how well they fit within the organization but also how effective they are at providing their patients and residents with quality care. I have had many conversations with senior care leaders recently about caregiver attitude. Many say they hire for attitude – if the caregiver has the right attitude and the right heart, they can teach and train everything else.

The key is that hiring for attitude requires looking beyond skill sets and resumes. Here are some quick tips to consider. 

• Smile:  How often does the candidate smile during interviews and their visit to the community? A forced smile wears off quickly, but a genuine smile and some laughter are rather telling.   
• Reaction: I once heard a CEO talk about how his company puts caregiver candidates through a stressful situation to see how they react. They often take people to lunch and have a glass of water spilled on the candidate. Did the candidate get over it with a napkin and a laugh, or did they freak out and blame the server? A reaction in a stressful situation can reveal the person’s real attitude.
• Observe: One of the best ways to find the right attitude for your organization is to observe how the candidate behaves when they think no one is watching. Leave them alone for a bit. Did they greet others as they walked by?  Many senior care providers have peer employees involved during the interviewing process. This is a great way to see how a candidate’s attitude plays out in action, when the boss is not around.

There are a multitude of techniques and strategies on hiring for attitude, but most importantly remember that identifying a positive attitude goes a long way in senior care. When a provider has the right staff with the right attitude, they get a happy and engaged staff that stays, which leads to higher quality outcomes, and increased customer satisfaction.