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 ...
