Myth 1: Mystery shopping is used as a “gotcha!” tactic to punish staff.
Conducted appropriately, mystery shopping is a valuable method for improving quality, including identifying weaknesses and strengths and, ultimately, pointing out your organization’s star performers and best practices. Mystery shopping should never be used as a trap or a means to point fingers.
Myth 2: Patients use fake names and could compromise medical care
Baird mystery shoppers always use their real names and contact information with the understanding that if the provider were to make a diagnosis that warrants further action, they would always be able to reach the patient. In fact, we have many stories where mystery shoppers formed lasting provider relationships as a result of a positive mystery shopping experience. Read more...
Wait time in healthcare settings matter on two important fronts. One is the wait time to get an appointment, and the other is the wait time in the waiting room.
Last year, we did tens of thousands of phone calls to practices throughout the country. We used consumers from within the market being tested. What they shared often came as a surprise to the healthcare leaders. What patients found acceptable varied by specialty and market.
Although healthcare has benchmarks for appointment wait times, it is ultimately the patient who decides if the wait is worth it or not. The same goes for the time in the waiting room. Read more...