Inciter | Healthcare
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Customer Satisfaction and Healthcare

I recently ready an article about "mystery patients" in Modern Healthcare. Apparently some companies are hiring people to pose as patients in order to get a handle on customer satisfaction in a healthcare setting. The idea is modeled after "mystery shoppers" who show up in restaurants or other retail establishments, and provide reports on many aspects of the experience.I'm wondering if this is a good idea in the healthcare sector. On the one hand, you could find out how long a person has to spend in the waiting room before they see a doctor. The problem is, this is just one person's experience. If the office is backed up  because of an emergency, or especially slow that day, it can give you inaccurate information about patient wait times. And how...

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