| Who Provides Healthcare Mystery Shopping? | | | | response time, interpersonal skills, procedure and |
| There are countless mystery shopping companies | | | | policy knowledge, first available appointments and |
| worldwide; approximately 250 are members of | | | | facility ambience, exterior and interior. |
| The Mystery Shopping Providers Association. To | | | | Telephone Mystery Shopping: Mystery shoppers |
| become a member you must be in business a | | | | call a facility to access the patients' initial, most |
| minimum of two years and uphold a solid | | | | important first impression. They evaluate phone |
| reputation in the industry. References are verified | | | | etiquette, hold times, automated systems, |
| and members adhere to a strict code of ethics. | | | | scheduling, compliance with policies, scripting and |
| There are a small number of members that | | | | procedures. Phone Mystery Shopping determines |
| specialize in healthcare and understand the | | | | the number of potential new patients/clients a |
| intricacies of the industry. If a healthcare | | | | facility may be losing. It is an extremely helpful |
| organization or facility is considering a mystery | | | | tool for train. If a client requests, the calls are |
| shopping program, it is highly recommended they | | | | recorded. |
| hire a company that has extensive experience in | | | | Patient Interviews: Patient interviews may be |
| healthcare; ask how many healthcare shops they | | | | conducted as part of an ongoing mystery |
| have conducted and for whom. Ask what | | | | shopping program. With prior written consent, a |
| percentage of their business is dedicated to the | | | | representative will call the actual patient of record |
| healthcare industry. Check references and listen | | | | at different intervals of their treatment. In some |
| for language that will assure they have a | | | | instances the patients are given the evaluation |
| complete understanding of the healthcare industry. | | | | tool to review before their visit so they are |
| There is a vast difference between mystery | | | | prepared for the call. For the patient, it is simply a |
| shopping for the retail industry and healthcare or | | | | phone call; the information is presented in a |
| long term care. | | | | professional manner to the client. Generally the |
| Specialized companies recruit and train | | | | patients identity is strictly protected understanding |
| experienced mystery shoppers to be their | | | | the patient may develop a relationship with their |
| "secret/mystery patients". They are trained | | | | provider; this allows for a completely candid |
| specific to healthcare with an understanding of the | | | | interview. |
| HIPAA Privacy Rule and the specific needs of the | | | | Nursing Home Mystery Shopping and Assisted |
| given client and their specialty. Ask who has | | | | Living Community Visits: These are made |
| access to the evaluations; are they stored | | | | unannounced at varying times by the mystery |
| securely? Shoppers should be asked to sign a | | | | shoppers. The mystery shopper will present as a |
| confidentiality agreement and a release of liability. | | | | family member of a loved one in need of care. |
| The MSPA offers certification for shoppers which | | | | They tour the facility and evaluate staff |
| assures quality observation and writing skills. | | | | interpersonal skills resident care and overall |
| What is Evaluated and Reported? | | | | appearance of the building. |
| Healthcare mystery shopping is in place to | | | | Where is Medical Mystery Shopping Performed? |
| measure and improve the patient experience | | | | There are a multitude of healthcare providers that |
| thereby increasing patient satisfaction. Mystery | | | | see the value and need for mystery shopping. |
| shopping examines the patients' perception of the | | | | Fee for service or cash driven practitioners and |
| providers' interpersonal skills, the organizations | | | | organization are amongst the extensive list; these |
| policies and procedures and the overall | | | | would include plastic surgeons, optometrists and |
| atmosphere of the facility. Medical Mystery | | | | ophthalmologists, dentists, med-spas and more. |
| Shopping is not about judging clinical skills. The | | | | Other providers that use mystery shopping |
| information gathered should be used strictly for | | | | include hospitals, managed care groups, insurance |
| training, encouraging and rewarding providers and | | | | providers, individual and group practices, practice |
| staff. An experienced healthcare mystery | | | | management consultants, medical marketing firms, |
| shopping company provides detailed evaluations | | | | healthcare manufacturers, nursing homes and |
| and a comprehensive narrative of the shopper | | | | assisted living communities. |
| experience. They may also provide a report | | | | Why Do Organizations and Practitioners Use |
| based on the combined findings of multiple | | | | Healthcare Mystery Shopping? |
| locations. Medical Mystery Shopping companies will | | | | While patient surveys are an excellent means to |
| not displace an actual patient in an emergent | | | | gather patient feedback they may tend to be |
| situation nor will they endanger the shoppers with | | | | one sided and not always accurate. The |
| invasion tests or procedures. They are also | | | | combination of patient surveys and mystery |
| sensitive to the value of the providers' time and | | | | shopping is used frequently to obtain the |
| will perform evaluations in a manner that will be | | | | information necessary to increase patient |
| cost effective for the provider and or | | | | satisfaction. These valuable tools identify service |
| organization. An organization or practitioner may | | | | opportunities and highlight training needs. |
| use one or a combination of the different types | | | | Mystery shoppers recall their total experience in |
| of mystery shops available, these include: | | | | an unemotional, unbiased, accurate manner. They |
| The Complete Patient Experience: This is the | | | | are experts at remembering and recording the |
| most comprehensive evaluation. It begins with the | | | | information they are asked to provide. They |
| phone call to schedule an appointment, front | | | | thoroughly review the evaluation form and shop |
| office staff, clinical staff and doctors' interpersonal | | | | guidelines before placing a call or visiting a facility. |
| skills, wait times, compliance with policy and | | | | Mystery shopping has proven to increase patient |
| procedure and facility ambience, exterior and | | | | satisfaction scores, patient retention, referrals, |
| interior. The mystery patient presents with a | | | | treatment acceptance and reduce staff turnover. |
| non-emergent complaint or a new patient | | | | There is small percentage of staff and doctors |
| consultation. An experienced Healthcare Mystery | | | | opposed to the process and my thoughts are |
| Shopping Company will create believable scenarios, | | | | they may not have been informed it was |
| will never involve insurance and understands the | | | | happening making the process feel covert. |
| process of referrals for specialty practices. | | | | Presenting the project and how the information |
| The Walk-In Visit: Mystery shoppers visit the | | | | gathered is used is essential to the success of the |
| facility and interact with the front office staff or | | | | project. It has been my experience, when |
| registration. The mystery shopper does not see | | | | informed, staff, doctors and all employees are |
| clinical staff. They are prepared with a believable | | | | proud to be part of an organization that strives to |
| scenario strictly protecting their identity. Their | | | | provide the best possible patient care. |
| observations will include the reception staff | | | | |