Culture Catalyst Blog & Articles

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. ...

Who Decides if You’re Worth the Wait? Patients.

Posted by Kristin Baird Wait time in healthcare settings matter on two important fronts. One is the wait time to get an appointment, and the other is the wait time in the waiting room. Last year, we did tens of thousands of ...