There are three main components to the program:
1. In-Person Shopper experience at your hospital or hospital-owned clinic: A staff person from another RWHC Member hospital will arrive at your facility to learn more about your facility and services. This may be done under a pre-determined scenario such as, “My mother is coming to live with us and we want to learn about your rehab services,” or “My sister is moving to town and has questions about your labor and delivery services.” The Shopper will report on his/her experience interacting with your staff, signage, noise levels, cleanliness, ease of navigation, and any other notable occurrences during their visit. At no time will the shopper be registered as a patient or receive actual care.
2. Phone Shopper: This will be used to determine consistency of branding and staff interactions during phone calls to your hospital or hospital-owned clinic. Calls will occur during multiple shifts and days, and will be completed within a two-week period. You may provide specific questions you would like the phone shopper to ask. There will also be a mix of general questions asked, e.g. “I am sorry, I meant to contact the PT Department, would you please transfer me?” or “What are your clinic/urgent care hours?” Calls should be made from cell phones so a hospital name does not show up on caller ID.
3. Website Shopper: This will be used to evaluate your hospital's website in terms of ease of navigation, consistency of branding, overall appearance, relevant and current information, etc.
Participating Hospital Requirements:
- “Give What You Receive.” If you choose to have this service provided for your hospital, you must return the same service, including complete, timely and useful reports, for another participating hospital or hospital-owned clinic.
- Identify a “Lead Mystery Shopper” from your hospital who is encouraged to ask for helpers to complete the phone and website shopping.
- Participate in the Mystery Shopper Orientation Training Webinar via Zoom on Wednesday, May 21
from 10:00 am to 12:00 noon CT.
- Please Note: New Shoppers are required to attend the training. Returning Shoppers are encouraged as well, but not required to attend. Shoppers will leave training with an understanding of the purpose/process of the mystery shopping experience, be comfortable with and understand the rating tools, and how to troubleshoot any potential problems that may arise. Our goal is that Shoppers leave feeling comfortable and ready for the experience.
- Cover Expenses for Your Staff Doing the Shopping (travel, telephone, or other related expenses).
RWHC's Role:
- Monitor and assign Shoppers to ensure that anonymity is maintained for the Shopper, and that any non-negotiables are identified for the hospital (e.g. hospitals with overlapping marketplaces may not want to be mystery shopped by one another)
- Work with hospitals to identify potential Shoppers
- Assign and facilitate Shopping Experiences between hospitals
- Act as a liaison between the Shopper and the hospital being shopped
- Maintain anonymity of all Shoppers
- Train all Shoppers on how to provide a comprehensive experience and report
- Review and provide all reports to the CEO of the hospital that has been shopped
Timeline:
- March/April: Register for program and submit completed MOU by April 30
- May: Attend Shopper Training on May 21
- June: Shopping Assignments sent the week of June 2
- June/July: Shopping occurs (in-person, phone and website)
- August: Shoppers submit reports to RWHC by August 11
- September: Final reports sent to hospital CEO
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“We love being part of this program to help us celebrate the great communication and customer service we offer, and also identifying opportunities for improvement that we may not be aware of in our day-to-day activities. It is also a great opportunity for some of our front-line staff to participate in making phone calls to another facility. We are also going to implement our own mystery shopper call program mid-year to help us validate improvements. We will continue to participate in this valuable program with RWHC.”
– Anonymous
“The MS program has always been a nice program that gives us an impartial view of important customer service issues that we appreciate knowing! A well-done program for sure!”
– Anonymous
“We've used the information received back annually to make adjustments/changes that need to be made to better address issues that we might be missing. We take the program seriously and put some of our best people on it to make sure that we are giving the same TLC to the facility we are screening!”
– Anonymous
“We have used the MS feedback in many ways in order to identify our greatest opportunities to positively impact our patients' experience.”
– Anonymous
“Great to hear positives but also the opportunities for improvement that we may not be aware of day to day. It was great using front-line staff to make the calls.”
– Anonymous |
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RWHC is pleased to offer this service at no cost to RWHC Members!
Registration deadline is April 30th. Upon registration, you will be directed
to the Memorandum of Understanding to complete and return by April 30th.
If you have any questions regarding this program, please contact
Carrie Ballweg, cballweg@rwhc.com, 608-643-2343.
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