Secret Shoppers Provide Key to Unlocking Customer Improvement Efforts for Health System

August 20, 2015

How to Embrace a Similar Strategy … and Keep Patients Coming Back

// By Lisa Ellis //

Lisa D. Ellis, photoEver wished you could get a bird’s eye view of what your competition is doing so you could use the information to sharpen your own efforts and make them more effective? Some health systems are turning to secret shoppers to gather key information about what’s happening in their target area, tracking details like whether physicians in other networks offer office hours on weekends and evenings, and whether patients can be seen by a clinician on the same day they call. Having a handle on what other groups are doing can be key to help organizations improve their own offerings to best meet patients’ needs and retain their loyalty.

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