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Mystery Patients
Mystery Patients can give a close-up insight
into your customers' service experiences.
PatientExcel service tests the effectiveness
of your customer policies and, when used in
conjunction with our customer-led approach,
can add further insights that are truly
generated by your customers. Either using
the outputs of our own research or as a
support to your requirements we can compile
a mystery-shopping plan to cover all your
needs.
The demand
for these forms of Mystery Patients is now
greater than ever. Higher patient
expectations, greater regulatory
requirements and increased competition make
customer service 'the difference that makes
the difference'. In virtually all medical
sectors are focusing more time and resource
on mystery patient services to ensure the
delivery of higher levels of customer
service, today there is a clear recognition
that consistently delivering higher levels
of customer service achieves increased sales
results!
Main
Types of
Mystery
Patients
Covert Video or Audio Mystery Shopper:
A visual
Mystery
Patient
is required to complete evaluations in a
variety of practices. They will be expected
to enter our clients’ practices as a patient
and record the entire process using covert
video cameras or audio recorders and
complete a report of the evaluation. This
work is specialized. The performance during
training is monitored and our covert
Mystery
Patient
have to successfully complete the training
before any work is conducted.
Report-Only Mystery Patients:
A report-only
Mystery
Patient
will usually conduct mystery assignments in
the practice. A questionnaire is completed
after the evaluation, on the same day, and
is sent to our Head Office. Payment is made
for each successfully completed evaluation.
Postal Monitoring:
Postal monitoring work involves the use of a
Mystery
Patients
home address for receiving brochures and
other promotional material through the post,
on the instruction of one of our clients.
The
Mystery
Patient
- or "mailing addressee" - returns this
material to PatientExcel, at our expense,
and the content and speed of delivery is
measured.
Email
Mystery
Patients:
This would require us to monitor information
sent to our
Mystery
Patients
email address. Email
Mystery
Patients
typically send enquiries to your practice
websites and monitor the type and speed of
response from the recipient. The findings
are then passed on to PatientExcel by the
Mystery
Patient
Payment is made for each enquiry conducted.
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