These shopper audits can be implemented in a variety of healthcare settings and are designed to rate patient service and the physical condition of a facility.
The personal attention given to patients by your staff can provide valuable information for decision-making and planning purposes. In this scenario, the mystery “patient” visits the office/clinic under the pretense of, for example, being new to the area and expressing interest in either making an appointment or gathering general information.
These shopper visits include detailed assessments of the following:
- Wait times
- Interpersonal Skills / Service Etiquette
- Policy knowledge / Professionalism
- Appointment Setting
- Facility Ambiance and Cleanliness