Mystery shopping the healthcare industry may strike some as counter-intuitive. Medicine and commerce have traditionally been mutually exclusive endeavors, but as medical practices consolidate and look more and more like regular businesses, patient retention becomes a growing factor.
The era of crotchety doctors and long waits in DMV-esque waiting rooms is drawing to a close, and many healthcare providers have embraced reputable mystery shopping firms as a partner in improving the patient experience. Here is what they are measuring:
Healthcare providers audit the appointment setting process.
Medical offices are typically a beehive of activity, and this is often reflected in the poor quality of the phone conversations we have with receptionists and other staff. Mystery shoppers are most often asked to audit the following, when calling to set an appointment with a medical practice:
