Navigation Links
New White Paper from The Beryl Institute: 'Mystery Shopping the Patient Experience'

Mystery shoppers allow providers to compare real experiences to consumer


DALLAS, June 24 /PRNewswire/ -- Mystery shopping goes beyond patient satisfaction surveys to discover why patients leave -- sometimes without ever meeting a healthcare provider. According to a new white paper from The Beryl Institute, "Mystery Shopping the Patient Experience," many consumers never become patients because they dismiss a healthcare organization after just one unsatisfactory encounter. The free white paper is available for download at

"Hospitals are given many opportunities to 'own' the healthcare consumer by providing exceptional service - both clinical and interpersonal," said Paul Spiegelman, executive director for The Beryl Institute. "Mystery shopping is another way of ensuring that consumers have the most positive experience possible, which strengthens their relationship to a healthcare provider."

Hospitals have many points at which they can come into contact with consumers with the opportunity to live up to the organization's mission statement and brand promises. The Beryl Institute white paper explores the value of mystery shopping, how the "shopping" is done, and how healthcare organizations can turn the results into actionable improvement opportunities. Mystery shoppers are educated, experienced consumers who anonymously evaluate the customer experience with healthcare organizations and individual providers.

"Healthcare leaders must embrace a philosophy of constant monitoring and improvement of the overall patient experience," said white paper author Kristin Baird, senior faculty for The Beryl Institute. "Today's healthcare consumers are more engaged than ever before and are exercising their ability to choose one provider over another. Customer service is an extremely influential factor in where consumers receive care."

The mystery shopping experience allows healthcare organizations to:

-- Thoroughly understand consumers' expectations.

-- Bring to light customer viewpoints. -- Uncover discrepancies between the service promise and the service delivered.
-- Apply lessons learned from other industries.

-- Discover training opportunities.

A recent report from the American Medical Association supporting the use of mystery shoppers in healthcare, states: "Physicians have an ethical responsibility to engage in activities that contribute to continual improvements in patient care. One method for promoting such quality improvement is through the use of secret shopper 'patients' who have been appropriately trained to provide feedback about physician performance in the clinical setting."

The Beryl Institute will conduct free webinars on this topic in August. Anyone interested in receiving information about the date and time of these webinars can register for The Beryl Institute online at All registered members will be notified of upcoming webinars and events.

Founded in 2006, The Beryl Institute is the research and educational arm of The Beryl Companies, the leading provider of outsourced call center services in healthcare. The mission of The Beryl Institute is to improve customer service in healthcare.

SOURCE The Beryl Institute
Copyright©2008 PR Newswire.
All rights reserved

Related medicine news :

1. Ability to cope with stress can increase good cholesterol in older white men, study finds
2. New Study Reports High Injury Rates for Hotel Workers, Even Higher Rates for Women and Nonwhites
3. Glass Lewis Recommends Arrow Shareholders Vote on the White Proxy Card for Merger With Teleflex and for Current Board of Directors at Arrow Annual Meeting
4. Arrow International Sends Letter Reminding Shareholders to Vote White Proxy Card in Support of Teleflex Merger and Election of Current Board of Directors
5. Prime Access Creates Groundbreaking Ads Targeting Urban Teens for the White Houses National Youth Anti-Drug Media Campaign
6. Older blacks and Latinos still lag whites in controlling diabetes
7. New RAPS White Paper Details Career Development of Healthcare Products Regulatory Professionals
8. Black gay men, lesbians, have fewer mental disorders than whites, says Mailman School of PH study
9. Marian Jones Should Return Olympic Medals, Says Ex-White House Drug Spokesman Bob Weiner
10. Whites take supplemental breast cancer therapy more often than blacks
11. Differences observed between black and white women in use of breast cancer therapy
Post Your Comments:
(Date:11/25/2015)... ... ... “While riding the bus, I saw a passenger in a wheelchair drenched ... be a convenient and comfortable way to protect them from bad weather, so I ... travel during cold or inclement weather. In doing so, it ensures that the user ...
(Date:11/25/2015)... ... November 25, 2015 , ... Privately owned Contract Development ... expansion of its current state of the art research, development and manufacturing facility ... increase its manufacturing capacity as well as to support its clients’ growing research ...
(Date:11/25/2015)... ... November 25, 2015 , ... Students and parents have something to be thankful ... Create Real Impact awards. California Casualty is proud to support the contest ... distracted and reckless driving, the number one killer of young drivers. , Almost ...
(Date:11/24/2015)... Mississauga, ON (PRWEB) , ... November 24, 2015 , ... ... Deborah Williams without a referral for dental implants at her Mississauga, ON ... qualified and experienced in the placement of dental implants. , Missing teeth can ...
(Date:11/24/2015)... ... November 25, 2015 , ... Catalent ... for drugs, biologics, consumer health and global clinical supply services, today announced that ... Clinical Trial Supply East Asia Conference, to be held at the InterContinental Seoul ...
Breaking Medicine News(10 mins):
(Date:11/25/2015)... 25, 2015 Endo International plc (NASDAQ: ENDP ... , President and CEO, will discuss corporate updates at the ... New York on Wednesday, December 2, 2015 ... on Investor Relations, and then the link to the event. ... start time to visit the site and download any streaming ...
(Date:11/25/2015)... 2015 Asia -based ... BioLight and the New Investors will make a direct ... a private placement. The financing will help IOPtima to ... used in the treatment of glaucoma, as well as ... IOPtimate™ system with the U.S. Food and Drug Administration, ...
(Date:11/25/2015)... 2015 - Will Also Offer ... (CME) --> - Will Also ... (CME) --> - Will ... Medical Education (CME) Elsevier , a ... will feature latest diagnostic imaging textbooks and decision support tools, as ...
Breaking Medicine Technology: