- 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
-
- Q/A: Billing telemetry daily monitoring
- Credentialing monthly: What is the role of the credentials committee in addressing unprofessional conduct?
- 2010 ICD-9 code updates now available online
- Master modifiers to ensure accurate reimbursement
- H1N1 hits Maine facility
- Radiologist indicted for fraudulently signing reports
- Don’t be scared into silence: Affiliation letter safeguards allow you to disclose more
- National Quality Forum creates standardized set of data for electronic health records
- New report reveals $47 billion in Medicare fraud
- Understand the H1N1 Flu and how to code it
- E-mailed
-
- Credentialing monthly: What is the role of the credentials committee in addressing unprofessional conduct?
- Q/A: Billing telemetry daily monitoring
- Radiologist indicted for fraudulently signing reports
- H1N1 hits Maine facility
- New report reveals $47 billion in Medicare fraud
- Revised MS.1.20 'huge improvement', out for comment again
- Briefings on Outpatient Rehab Reimbursement and Regulations, December 2009
- Hand hygiene rates improved through variety of reinforcement styles
- Press Ganey report: Patient satisfaction increasing across the country
- Residency Program Alert, December 2009
- Searched