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Mystery Shopping the Patient Experience

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patient experience, consumerism, consumer experience, customer experience, mystery shopping, healthcare, patient satisfaction, patient perspective, patient encounters, service excellence, survey

This paper, written by Kristin Baird, The Baird Group and a faculty member of The Beryl Institute, outlines how mystery shopping goes beyond satisfaction surveys to discover why patients leave before they ever engage a health care provider. This paper explores the value of mystery shopping, how the shopping is done, and how healthcare organizations can turn the results into actionable improvement opportunities.

Related Body of Knowledge courses: Metrics and Measurement.

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