Perception Strategies utilizes its experience as the country’s largest provider of healthcare mystery shopping and your patient satisfaction scores to conduct in-depth patient interviews for clinical areas and mystery shopping for non-clinical areas. 

At the conclusion of our Six-Step Process, we work with managers to address the findings. We instruct them on recommendations and coaching techniques to improve specific satisfaction score questions.

Six Step Process

• Target specific problem questions on the satisfaction survey by department 
• Provide Perception Strategies with employee schedules within a department
• Create standards and scenarios related to specific satisfaction survey questions
• Conduct patient interviews and mystery shops to achieve a minimum number of evaluations per employee
• Provide a report that compares individual scores within a department
• Provide managers with customized tools and coaching techniques to improve specific employee behavior

Call 877-546-0970 for pricing information.

Intercepts are interviews conducted with patients or customers on the premises of the healthcare facility as they exit.  An incentive is offered to each respondent for completion of the survey.  For security purposes, interviewers are given a signed letter from an administrator giving approval for the study.  Pricing includes respondent incentive expenses.

Mystery shoppers of all ages and ethnic backgrounds pose as potential patients who do not have insurance.  They call and visit hospitals to request information on financial assistance.  Level One telephone calls measure the experience of requesting specific information, evaluating the customer service and determining if the information matches the request of the customer.  Level One in-person visits measure the experience of uninsured consumers requesting financial aid. 

Telephone interviews of patients are conducted after discharge to ask specific questions in support of the organization's initiatives.  These calls are drawn randomly from groups of patients who agree to accept a call after discharge. 

Together with the client we select healthcare facilities in a given number markets that meet established criteria and conduct a literature search to determine their viability as a Best of the Best candidate..  We then conduct primary research using mystery shopping, intercepts and focus groups to study customer perception in facilities perceived to be high performers. 

Perception Strategies supports the acknowledgement of employee efforts for customers through a comprehensive recognition program called “Catching Employees Excelling,” providing managers with our Extra Mile Award Program, and developing communication tools to highlight employee contributions to the customer service culture. 

Perception Strategies offers programs that support continuous improvement in the organization’s customer service culture through periodic customer service consulting with managers, instituting the “Keeping Customers in the Loop” Internal Marketing Program, and conducting an analysis of the competition’s customer service using mystery shopping. 

Perception Strategies offers a wide array of topics on customer service designed exclusively for healthcare from keynote addresses to lunch programs.  Our “Brown Bag Series” on customer service topics has been well-received by our clients and is the perfect compliment to our other services. Click here to learn more about the Speakers Bureau.