- Home
- » e-Newsletters
Mystery shoppers improve scores
Healthcare Strategist Trend Watch, June 15, 2007
Since starting its mystery shopper program two years ago, Beth Israel Deaconess Medical Center (BIDMC) of Boston has seen vast improvements and sweeping changes in its customer satisfaction numbers.
The hospital had six mystery shoppers visit 26 of its waiting rooms and the emergency department over the last several months. The mystery shoppers recorded their observations and filled out a 45-item checklist covering everything from the availability of Kleenex in the waiting room to the demeanor of receptionists. According to The Boston Globe, the mystery shoppers found examples of superior service as well as rudeness and inattentiveness.
Since the mystery shopper program began, customer service appears to have improved at the hospital. For example, since November, the ratings given to telephone appointment specialists by mystery shoppers rose from 2.6 (fair) to 4.8 (excellent) on a five-point scale.
Read more about BIDMC's mystery shopper program in The Boston Globe.
Most Popular
- Articles
-
- HealthDataInsights posts new issues for medical necessity claims
- HIPAA Q&A: Flu shot requirement for hospital employees
- New FAQ posted on storing laryngoscope blades
- Q&A: Incidental disclosures and patient privacy
- What does case-mix index mean to you?
- Sneak Peek: Effort underway to establish caseload benchmarks
- Tip of the Week: Treat faculty orientation like resident orientation
- Capturing all necessary codes for IUD insertion and removal can be challenging
- Topic: CMS, OESS post new security compliance review information, checklist
- Q/A: New device pass-through categories
- E-mailed
-
- What does case-mix index mean to you?
- Featured blog post: Nurses face felony charges after reporting physician to the Texas Medical Board
- HHS task force: Consider privacy, security with text messages
- HIPAA Q&A: Flu shot requirement for hospital employees
- Tip: Know the common bunionectomy procedure codes and how to use them
- Code changes should help ease the pain when coding for facet joint injections
- Documentation and coding for toxic metabolic encephalopathy
- News and briefs: UA study links lack of empathy in residents to long shifts
- OB services: Coding inside and outside of the package
- Correctly code for new cardiac, pulmonary rehab benefits
- Searched