In 1999 and 2000, The Robert Wood Johnson University Hospital in the USA employed a mystery shopper to enhance their patient satisfaction survey process. The plan included the following : 1) The mystery shopper would be admitted with a diagnosis of gastric distress; 2) Information on the shopper was kept on a “need to know” basis; 3) The mystery shopper was to rate the organisation on four major categories: a. access; b. behaviour; c. facilities; d. systems; 3) Staff were told about the pl...

BPIR Categories

14.3.2 Implement an improvement approach/method/technique
1.1.4 Conduct customer interviews/focus groups
14.3.4 Conduct a business excellence assessment.

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