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 ...
In the world of healthcare, ensuring a positive, first-time customer experience is paramount. From the first phone call to the final billing experience and everything in between, healthcare organizations need to provide the best possible experience. Through the power of mystery ...
It can be tough to measure emotion. We send out patient surveys and comb the data for clues as to what we can do to improve our care, but at the end of the day, it’s not just the logistics ...
Stories are the backbone of culture. And like culture, they must be orchestrated by design to be most impactful. Quantitative data is essential in moving organizations toward specific goals. You must be able to measure your starting point, milestones, and the ...
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. ...
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. ...
Posted by Kristin Baird We are such creatures of habit. It is that tendency that causes us to look past the things that can diminish a positive customer experience. Often times as a result of habituation. Habituation, defined as the diminishing of ...
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 ...
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 ...
