There aren’t any quick fixes when it comes to transforming an organizational culture to create better patient or customer experiences. But there are a few tools that, when implemented, can have a dramatic effect and perhaps serve as the catalyst for the intentional design of a long-term, sustainable culture.
One of those tools is mystery shopping. Traditional mystery shopping techniques help organizations evaluate the customer experience. And, while the name implies a covert operation, mystery shopping really just means looking at the customer experience through the customers’ lens. The idea is to identify what’s working and what’s not and then find solutions to problems so we can make the experience better.