I am pleased to see the comment from Brigham and Women’s that they would not resort to mystery shoppers.
“Brigham and Women’s Hospital, however, will not mystery shop its employees. “Is it a little devious, a little misleading to staff, and how would they react?” said Dr. Michael Gustafson, vice president for clinical excellence. He also pointed out that shoppers don’t capture what happens once the patient gets “behind the office door, and that’s the most important part of the experience.” “
Rather than sending snoops it would be more decent to hire more regular staff (as opposed to temp workers). If all these waiting room failings by generally low pay office staff are as bad as they describe, I wonder about the failings of the administration to let them get to this poin. If they have to hire spies then they are failing as managers.
Managers aren’t omniscient. This program sounds like a great way for hospital administration to gather unbiased information on patient experience.
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Our medical system often seems to treat patients like supplicants who should be grateful for any attention rather than as valued customers – and why not? It’s not like you have better options and can shop around under most health plans. You can switch doctors, but you’ll endure the same six month wait for an appointment. I’d take it as a gain if administrative staff at least have some customer service training and know that their behavior on the job is subject to monitoring.
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I hope Lahey clinic signs on for some mystery shoppers. Maybe while they’re at it, they could also reduce the extortionary parking charges.
they put enough effort at all into what can be done without snooping. This is demoralizing to already under-paid support staff, many of whom are temps who do not even have benefits. One of the most ridiculous sights in a hospital clinic are 3 or 4 fancy desks and one young temp worker trying to manage the flow and telephones. I could see if unidentified mystery shoppers are a last resort approach but I doubt they are. BTW I agree with you on the problems with the lack of options in the the heatlh care system. I think it is those structural problems that lead to cynical attitudes of some desk staff. I have an aversion to snooping on the lowest paid workers as a way to compensate the failings of the clinic operations. No where in the article did they mention that they tried any other measures.
Bars and eateries have been doing this for a long time. I had a friend who used to get free food, drinks and pay to do this for places. They’re called spotters.
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As the night goes on, drinks get more expensive or money goes in the pocket rather than in the register. And the treatment of customers when the boss is not around is recorded.
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There’s a line between completely trusting people to work honestly and properly and imposing a big brother system. I don’t know if this crosses that line from one to another. But it’s certainly not new. Maybe not even new to this industry.