Real patient situations in real time. Testing what you hope to discover, verifying what you already think you know, and revealing new insights to help you improve.
Our healthcare mystery shopping studies behavior and process, and evaluates your organization’s adherence to your own prescribed values and standards. We also identify behavioral characteristics of high and low performers to be used in motivating and coaching employees.
Read The Evolution of Healthcare Mystery Shopping by Kevin Billingsley
To date we have conducted over 150,000 healthcare mystery shops since 1998, making Perception Strategies a proven leader in the study of the Patient Experience.
We conduct ongoing programs to show continuous progress or benchmark studies to isolate specific concerns. We also highly encourage clients to shop competitors in order to gain valuable insight.
Our shoppers are first and foremost consumers. They provide the depth of who, what, when, where and how in each shopping report. However, just like your patients, they are not trained on the ins and outs of healthcare protocol.
Healthcare mystery shopping is designed to shine a spotlight on your organization's shortcomings, but it is also important to identify extraordinary employee behavior as well. Each of our studies features recognition of exceptional performance from the patient or consumer's perspective. We call it the The Extra Mile Award, and we have honored thousands of recipients over the years.
TYPES OF HEALTHCARE MYSTERY SHOPPING
How do you determine exactly what the patient or consumer experience is so that you can take action to improve it? The answer is healthcare mystery shopping. Below are many of the ways we get at the heart of your perception issues. Give us a call to discuss the right approach for you.
Click here to get a brief description of the types of studies.
- Customized Appointment Calls (Access Studies)
- Customer Service Calls
- Competitor Calls
- Pricing Transparency Calls
- Process Shops
- In-Person Shops
- Observation Shops