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 are much better off when you know and can make immediate corrections. That’s exactly what mystery shopping does. It points out the truth that others see, but you may not. And that’s a good thing.

During one of our mystery shopping assessments, we found a disturbingly filthy ED waiting room. I won’t give vivid descriptions. Suffice it to say that the photographs we took shocked the ED director and administration.

Taken at a particularly busy time in the ED, the photos provided insight into why scores were low. They helped to paint a picture as to why patients were leaving without being seen. The leaders had no idea how their waiting room looked to their patients and how that first impression shaped the encounter. The information, although painful to hear, provided justification for more frequent housekeeping rounds.

As hard as it is to hear bad news, I’d rather know the ugly truth, so I can fix it. Find out what you could be missing. Let’s talk about mystery shopping.

  1. Prove It!
  2. What Drama is Unfolding in Your Waiting Room?
  3. Mystery Shopping is Nothing to Fear
  4. Is your experience statistically significant?
  5. Quality Assurance for Patient Experience
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