The role of mystery shopping in healthcare and care homes varies hugely. However, primarily, our Mystery Shoppers provide first-hand feedback and unbiased insight into a patient’s experience of services and facilities. From our work with clients such as Serco Barts Health and Porthaven Care Homes, we know that it’s not all about following a regimented process. It’s also about the charisma and tone of voice of your staff which can make all the difference to your patients’ wellbeing.
Our mystery shopping reports will provide a deep-dive analysis of your patient’s journey, allowing you to focus on refining and improving processes, staff feedback, training, and of course, investing in your facilities in the right places.
"Our mystery members are helping drive our adherence to all our initiatives, and more recently helping contribute to a reduction in attrition, which we have moved from 37 to 32 per cent over the last few years.”
Mia Manson-Bishop Member Experience Director, David Lloyd Leisure
"Without Proinsight work, it would be very challenging to train our staff properly. This clear and progressive snapshot of the business represents the only true feedback we get on how each individual member of staff is doing. It’s the best tool we have to deliver the service standards our clients expect.”
Ian Cook Regional Contract Manager, Everyone Active
"We went out to tender on the project, but none of our traditional research agencies could come close to what ProInsight was offering. We took a calculated risk and it has proved to be a brilliant relationship.”
Joanna Hay Head of Candidate Insight and Research, The British Army