Archive: Articles - Mystery Shopping

Good Listens: Data Mining to Understand the Patient Experience

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, ...

Revenue Cycle and the Patient Experience

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 ...

Real Patients – Real Names – Real Problems Resolved

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 ...

Mystery Shopping in Healthcare Yields “Aha Moments”

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 ...

Two Critical Steps toward Exceptional Patient Experiences

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 ...

Baffled about HCAHPS Scores?

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 ...

She Said WHAT!?

You never get a second chance to make a first impression, and this is especially true with phone encounters. So, making a great first impression on the phone is essential to any business, particularly in healthcare when trust is so ...

Medical Mystery Shopping Myth Busters

If you think you know all about medical mystery shopping, and that it’s not for you, you might be surprised. Mystery shopping reveals key information for improving and maintaining an optimal patient experience at your hospital or practice. It helps ...