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Mystery Patients
Mystery patients tell you what you really need to know about the patient experience.
Mystery Patient Visits
A mystery patient visit assessment provides detailed information about a typical
patient encounter at your practice. Our professional mystery patients report on their
complete visit experience - from the appointment call, to check-in and nurse/medical
assistant interactions, to the clinician encounter, to the business office - all the way
through check-out and departure. You'll know where your practice shines and what
needs polishing. We also recommend specific changes aimed at achieving an
exceptional patient experience.
Mystery Patient Calls
Your telephones are the portal to your practice - patients form their critical first
impressions at this pivotal point in the patient experience, and everyone needs to be
at the top of their game. A mystery patient call assessment is your best tool for
digging deeper into the strengths and limitations of your telephone staff.
Our experienced callers send a full report within 48 hours of completing the call,
describing how well or poorly your phone staff performed. From greeting to hold time
to final disposition, we report on staff courtesy, helpfulness and efficiency - whether
it's about an appointment, a prescription refill, or a question for your business office.
Your report will also include recommendations for achieving an exceptional telephone
experience.
