Baird Group has been conducting healthcare mystery shopping—or secret shopping—research since 1994. We were a pioneer in this type of research in the healthcare industry and we’ve conducted 1000’s of projects over the past 30 years. We know that secret shopping ...
I was recently looking for a new doctor and went to a health system’s website to find one I might want to connect with. I found one, and reached out through the site’s online scheduling option to set up an ...
Written By: Brian Schanen, MS, Marketing Coordinator Review of: Small Business Success Podcast 051—Marcus Lemonis, Secret Data Miner If there is one thing I get excited about as a marketer, it is data. I still remember my marketing professor in college constantly saying, ...
Written By: Kristin Baird, RN, BSN, MHA Baird Group has been a trailblazer in the field of medical mystery shopping for more than 15 years now and we’ve learned a lot along the way. So have our healthcare clients. Medical mystery shopping – ...
Our medical mystery shopping work for hospitals and medical practices around the country has yielded some eye-opening insights, for both us and our clients. Foundationally, for any organization, it’s virtually impossible to understand the customer experience from the inside; they’re simply too ...
The Things You May Not Know About Medical Mystery Shopping, Baird StyleA recent request for mystery shopping services pointed out poignantly how Baird is different. A healthcare organization, concerned about its ability to adequately screen for Ebola, asked whether we ...
It’s no mystery that the patient experience drives the organization’s reputation. And yet, many hospitals and medical practices remain baffled about which experiences are driving their patient satisfaction scores. This quandary was the impetus for the Baird Group establishing our ...
Healthcare professionals are, by and large, a very committed, patient-oriented bunch. This is especially true of healthcare leaders who have been committed to providing exceptional service and clinical care to patients since long before they were faced with HCAHPS! But, ...
The central focus for virtually all healthcare organizations is (or should be) the patient. Healthcare leaders know that if they can improve the patient experience, they can improve clinical outcomes and bottom line results, but healthcare organizations often struggle with ...
Your hospital’s reputation depends not only on what your patients say about their experiences, but also what their family members or visitors have to say. After all, they see and hear things that shape their opinions. To help our hospital clients ...
