Archive: Mystery Shopping

A Dirty Room Destroyed my Trust

This week I ventured back out to re-experience air travel and hotel stays after my long hiatus, compliments of the COVID-19 pandemic. I’m vigilant about handwashing and other precautions. Other than mask wearing and tripling my hand sanitizing and surface ...

Medical Mystery Shopping Myth Busters

Posted by Kristin Baird 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. ...

A Closer Look at Medical Mystery Shopping

Posted by Kristin Baird On Tuesday of this week, The New York Times ran an article about medical mystery shopping which was a great way to get more healthcare leaders to consider this type of research to improve the patient experience. ...

What your signs say about your company

Posted by Kristin Baird After touring hundreds of hospitals and healthcare facilities in the course of my career, I am still amazed at the number of handmade signs taped on doors, windows, and walls. My collection of photographs range from comical ...

What You Don’t Know Can Hurt You

Posted by Kristin Baird Have you ever had someone give you truth that shocked or embarrassed you, but you knew it was for your own good? Whether it’s spinach in your teeth or the proverbial toilet paper on your shoe, you ...

Is Access Hurting Your Patient Experience?

Posted by Kristin Baird The TV commercials look great.  The website is up and is getting rave reviews. The growth strategy and marketing plans are on schedule, but patient volume remains the same. What is happening? Chances are good that you ...

Quality Assurance for Patient Experience

Posted by Kristin Baird No one would argue the value of quality assurance in healthcare. It has proven to be absolutely essential in achieving high clinical standards. Because the stakes are so high it is important to be sure things are ...

Don’t Assume – Validate

Posted by Kristin Baird Setting standards and training for service behaviors are essential to creating and sustaining a human-centered culture.  The problem is that you can’t train and then assume everyone is living up to the expectations. Big mistake. It’s not what ...

Coming to you Live from an Exam Room Near You

Posted by Kristin Baird In today’s world of digital communication, consumers share everything from photos of their food to gross videos of bodily functions. Snapshots and videos from medical facilities are among the frequently posted images online. Unfortunately, the medical facility ...

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