Mystery for clinics

Waiting time to make an appointment on the phone, as well as time spent waiting to be seen by the dentist. Is it correctly managed?

Direct contact with the patient is a very important part of the patient experience at a clinic. For instance, is the patient reminded of an appointment with a text message? Is he reminded of the date and time?, etc.

The cleanliness and hygiene are critical in this sector, therefore we must check if they are using new gloves for each patient, if they using masks and if other instruments are correctly sterilized.

The clinic premises must have an optimal appearance to welcome patients. Is it welcoming, clean and in good condition? Is the furniture comfortable? Are there magazines and television to make waiting time more enjoyable?

Staff´s personal hygiene is critical in the clinic’s image, for this reason the staff must have a sleek and groomed appearance.

Each treatment has its own protocol. The mystery shopper will be informed, and he will get a prognosis, then we will be informed about it and with a mystery shopping programme, we will check its compliance.

It is important to know if all the staff wear the right uniform and clinic identification, with their name and their position.

For these treatments, patients generally get closed and detailed quotations. It is important to find out if your staff send the quotation by email to the customer, if the treatment process gets thoroughly explained, if they are informed about the rates and promotions, etc.

Waiting time to make an appointment on the phone, as well as time spent waiting to be seen by the dentist. Is it correctly managed?

Direct contact with the patient is a very important part of the patient experience at a clinic. For instance, is the patient reminded of an appointment with a text message? Is he reminded of the date and time?, etc.

The cleanliness and hygiene are critical in this sector, therefore we must check if they are using new gloves for each patient, if they using masks and if other instruments are correctly sterilized.

The clinic premises must have an optimal appearance to welcome patients. Is it welcoming, clean and in good condition? Is the furniture comfortable? Are there magazines and television to make waiting time more enjoyable?

Staff´s personal hygiene is critical in the clinic’s image, for this reason the staff must have a sleek and groomed appearance.

Each treatment has its own protocol. The mystery shopper will be informed, and he will get a prognosis, then we will be informed about it and with a mystery shopping programme, we will check its compliance.

It is important to know if all the staff wear the right uniform and clinic identification, with their name and their position.

For these treatments, patients generally get closed and detailed quotations. It is important to find out if your staff send the quotation by email to the customer, if the treatment process gets thoroughly explained, if they are informed about the rates and promotions, etc.

Waiting time to make an appointment on the phone, as well as time spent waiting to be seen by the dentist. Is it correctly managed?

Issues related to health and aesthetic treatments deserve to be handled with great sensitivity and confidentiality. Are your clinics performing correctly?

Patient trust and confidence will increase if they know that they are in the hands of good professionals. Therefore, it is really important if the employees are aware of the doctor’s experience, if they mention his professional achievements or talk about his credentials when making the appointment.

Most clinics offer a first visit, sometimes a free visit, without commitment, to do a first exam to the patient and understand his needs. Do your staff offer this appointment?

It consists of finding out how employees are selling the services, if they follow the criteria established by the clinic, if their explanations are clear and if they offer valuable arguments during the treatment explanation.

It consists of checking if the employees are monitoring the appointments as it was established by the clinic. For instance, is the patient reminded of an appointment with a text message? Is he reminded of the date and time?, do they get in touch with the patient within two days of the treatment to ask about his evolution?

The clinic premises must have an optimal appearance to welcome patients during their waiting time. Therefore, it is important to know if it is clean, if the furniture is comfortable, if there is any entertainment such as magazines or television.

The employees must transmit trust and confidence to the client and try to make him feel as comfortable as possible about the treatment. With a mystery shopping programme, we will analyse how your patients get treated, if your employees are empathic, if they answer in a friendly manner, if they answer any customer inquiry, if they show interest in the paints’ needs, or if they are willing to solve any problem that might arise.

We will specially check if they handle the situation with sensitivity and if the customer confidentiality is respected all the time, not only during the handling of their data, but also regarding privacy inside the clinic.

For these treatments, patients generally get closed and detailed quotations, but do you know if your staff explain each rate included in the quotation, if they offer to send it by email, if they inform about the treatment, etc.

The employees must inform the patient correctly about the post-treatment and additional services. Is it correctly managed in your clinics?

Waiting time to make an appointment on the phone, as well as time spent waiting to be seen by the dentist. Is it correctly managed?

Direct contact with the patient is a very important part of the patient experience at a clinic. For instance, is the patient reminded of an appointment with a text message? Is he reminded of the date and time?, etc.

The cleanliness and hygiene are critical in this sector, therefore we must check if they are using new gloves for each patient, if they using masks and if other instruments are correctly sterilized.

The clinic premises must have an optimal appearance to welcome patients. Is it welcoming, clean and in good condition? Is the furniture comfortable? Are there magazines and television to make waiting time more enjoyable?

Staff´s personal hygiene is critical in the clinic’s image, for this reason the staff must have a sleek and groomed appearance.

Each treatment has its own protocol. The mystery shopper will be informed, and he will get a prognosis, then we will be informed about it and with a mystery shopping programme, we will check its compliance.

It is important to know if all the staff wear the right uniform and clinic identification, with their name and their position.

For these treatments, patients generally get closed and detailed quotations. It is important to find out if your staff send the quotation by email to the customer, if the treatment process gets thoroughly explained, if they are informed about the rates and promotions, etc.

Waiting time to make an appointment on the phone, as well as time spent waiting to be seen by the dentist. Is it correctly managed?

Issues related to health and aesthetic treatments deserve to be handled with great sensitivity and confidentiality. Are your clinics performing correctly?

Patient trust and confidence will increase if they know that they are in the hands of good professionals. Therefore, it is really important if the employees are aware of the doctor’s experience, if they mention his professional achievements or talk about his credentials when making the appointment.

Most clinics offer a first visit, sometimes a free visit, without commitment, to do a first exam to the patient and understand his needs. Do your staff offer this appointment?

It consists of finding out how employees are selling the services, if they follow the criteria established by the clinic, if their explanations are clear and if they offer valuable arguments during the treatment explanation.

It consists of checking if the employees are monitoring the appointments as it was established by the clinic. For instance, is the patient reminded of an appointment with a text message? Is he reminded of the date and time?, do they get in touch with the patient within two days of the treatment to ask about his evolution?

The clinic premises must have an optimal appearance to welcome patients during their waiting time. Therefore, it is important to know if it is clean, if the furniture is comfortable, if there is any entertainment such as magazines or television.

The employees must transmit trust and confidence to the client and try to make him feel as comfortable as possible about the treatment. With a mystery shopping programme, we will analyse how your patients get treated, if your employees are empathic, if they answer in a friendly manner, if they answer any customer inquiry, if they show interest in the paints’ needs, or if they are willing to solve any problem that might arise.

We will specially check if they handle the situation with sensitivity and if the customer confidentiality is respected all the time, not only during the handling of their data, but also regarding privacy inside the clinic.

For these treatments, patients generally get closed and detailed quotations, but do you know if your staff explain each rate included in the quotation, if they offer to send it by email, if they inform about the treatment, etc.

The employees must inform the patient correctly about the post-treatment and additional services. Is it correctly managed in your clinics?

The waiting time when making an appointment over the phone requires a special and correct handling in this type of clinics, as well as the time waiting to be seen by a doctor in the clinic.

Issues related to health and fertility treatments deserve special attention. They must be handled with great sensitivity and confidentiality. Are your clinics performing correctly?

Patient trust and confidence will increase if they know that they are in the hands of good professionals during a fertility treatment. Therefore, it is really important that employees highlight the doctor’s credentials when the patient is making the appointment, the employees must talk about the doctor’s experience, they must mention his professional or career.

Most clinics offer a first visit, sometimes a free visit, without commitment, to do a first exam to the patient and understand his needs. With a mystery shopping programme, you can find out if your employees offer or mention this appointment during the first contact with the patient.

In fertility clinics, it is really important how the treatment is explained to the patient. With a mystery shopping programme, we will try to find out if employees used valuable arguments, if they follow the clinic’s criteria, if they give meaningful and thorough explanations, etc.

 The right monitoring makes the patient feel that they are taking care of him and he is special. For instance, is the patient reminded of an appointment with a text message? Is he reminded of the date and time?, do they provide a telephone number to call in case of any unforeseen circumstances?

The patients waiting time in the clinic must be nice and the premises must have an optimal look. For instance, do you know if the waiting lounge is welcoming and comfortable, is it clean and in good conditions, are there magazines or TV to make the waiting time more enjoyable, etc.

In this type of clinics, employee professionalism is very important. The employees must transmit trust and confidence to the client and try to make him feel as comfortable as possible about the treatment. They must handle the situation with sensitivity and they must respect the client’s confidentiality during the stay at the clinic.

With a mystery shopping programme, we will analyse how your patients get treated, if your employees are empathic and kind, if they answer any customer inquiry, if they show interest in the paints’ needs, or if they are willing to solve any problem that might arise.

Do you know if your employees offer a closed and detailed quotation to the patient visiting the clinic, do they thoroughly explain each rate included in the quotation, do they offer to send it by email, etc.

Direct contact with the patient is really important in the customer experience at the clinic. For instance, do they call the patient a few days after the insemination?, do they send a text message to remind about the next appointment with the doctor?, is the patient reminded about a check-up?, etc.

It is important to know if the employees inform the patient correctly about the post-treatment and additional services.