Examine Your Practice ®
~ Medical Mystery Shopping to Measure and Improve Patient/Resident Satisfaction ~

We will provide you with valuable information that will help you make key decisions and guide your practice or organization to greater success.

Examine Your Practice has the experience and knowledge to provide professional and compliant Healthcare Mystery Shopping.  Healthcare is the only industry we serve.

There are varying methods to evaluate a medical practice or facility. We will determine your needs and use one or a combination of the following options. 

The Complete Patient Experience is our most comprehensive and valuable evaluation.  It begins with the phone call to schedule an appointment, front office staff, clinical staff and doctors' interpersonal skills, wait times, compliance with policy and procedure and facility ambience, exterior and interior.  Expert Medical Mystery Shoppers will complete a comprehensive, custom evaluation with extensive narratives. We are looking at a new patient's total experience.

The Walk-In Visit mystery shopper will visit your facility and interact with the front office staff. The mystery shopper does not see clinical staff. They are prepared with a believable scenario strictly protecting their identity. Their observations will include the reception staff response time, interpersonal skills, procedure and policy knowledge, first available appointments and facility ambience, exterior and interior. The experienced Healthcare Mystery Shoppers will present a detailed evaluation with extensive narratives.

Telephone Mystery Shopping is offered to access the patients' initial, most important first impression. We closely evaluate phone etiquette, hold times, automated systems, scheduling, compliance with your policies, scripting and procedures. Phone Mystery Shopping will help you determine the number of potential new patients/clients you may be losing.  Experienced Healthcare Mystery Shoppers will present a detailed evaluation with an extensive narrative.

Read about our new Phone Skills Discovery Package on the Products page.

Patient Interviews are conducted as part of an ongoing mystery shopping program. With written consent, a representative from Examine Your Practice will call the actual patient of record at different intervals of their treatment. The patients are given the evaluation tool to review before their visits so they are prepared for our call. For the patient, it is simply a phone call; our team records the information and presents it in a professional manner to the client. We strictly protect the identity of the patients as we understand the patient may develop a relationship with their provider; this allows for a completely candid interview.

Nursing Home Mystery Shopping and Assisted Living Community Visits are made unannounced at varying times by our experienced mystery shoppers. We present as a family member of a loved one in need of care. We tour the facility and evaluate staff interpersonal skills resident care and overall appearance of the building. We present a comprehensive, multi-question evaluation with extensive narratives.

Examine Your Practice will help you:

• Retain current patients/clients
• Attract new patients/clients
• Monitor employee performance and compliance with policies and procedures
• Identify training needs
• Understand why you may be losing new and existing patients/clients.
• Recognize and reward outstanding employees

So, how does this work?

Examine Your Practice provides you with a four step approach to help you achieve patient/client satisfaction:

• Initial Consultation
• Mystery Patient/Shopper Preparation
• Data Collection
• Report Findings

Initial Consultation

Examine Your Practice will discuss the key objectives for your practice or facility evaluation. We'll talk about the areas that you would like assessed, areas of concern and what type of information you can expect from us. We will then create the evaluation form and scenarios specific to your needs and submit for your approval. 

Mystery Patient Preparation

Next we will select varied Mystery Patients/Shoppers from our extensive data base who best meet your criteria and discuss with them your goals and objectives. Our Mystery Patients all go through a rigorous selection and client review process. In Nevada, they work under our licensed full time Private Investigator. They will be briefed on the specifics of your evaluation and committed to focus on your areas of concern as well as make objective observations and provide unbiased feedback. They are also made aware of the importance to strictly adhere to the HIPAA privacy rule.

Data Collection

The number and frequency of Mystery Patients/Shopper visits or calls varies according to the size of the individual practice, facility and patient volume. Based on these factors, Examine Your Practice will recommend enough visits or calls to assure an adequate statistical sampling of the patient experience. We strictly protect the identity of our Mystery Patients to help maintain the integrity of their findings. Each onsite visit will be conducted by a different Mystery Patient to ensure that you have a fair representation and, therefore, a credible practice evaluation.

Evaluation forms are completed and submitted via our secure web site within 48-72 hours of the Mystery Patient's visit or call. Our staff of Quality Control experts then reviews the evaluations for accuracy, consistency and objectivity before submitting the evaluations for client review.

 Report Findings

Our software allows complete customization with capability to aggregate scores and graphs multiple locations, easily monitoring results. Examine Your Practice will summarize and prepare a comprehensive report based on the combined findings of the evaluations. We will then review our findings and recommend resources to assist with the areas in need of improvement.

 Examine Your Practice will then present a certificate stating you regularly have "Mystery Patients" visits to assure you are providing the highest level of patient care. This helps to reinforce your willingness and desire to satisfy your patients and recognize your staff for their efforts.

Follow Up and Ongoing Support