• Mystery Shopping your Customer Experience

  • The Importance Of Mystery Shopping In Care Homes


    As the owner of a care home, you might not be aware that mystery shopping agencies will be able to assist you with your resident journey. Many simply assume that mystery shopping is only for retail stores and restaurants, but this definitely isn’t the case and it is actually more important than people realise to use mystery shopping in less ‘conventional’ industries.


    The role of mystery shopping in care homes varies hugely, however, the services provided by a mystery shopper can be incredibly beneficial. Simply put, mystery shopping provides a deep-dive analysis into your resident journey and this can go on to aid the success of your care home in a number of different ways. Below we have explored some of the main reasons why mystery shopping is so important in care homes these days.


    Ensure resident health and wellbeing is being prioritised


    By using mystery shopping services, you can gain a useful insight into the experience your care home provides to your residents. Of course, working in a care home isn’t all about following a regimented process and there are many different ways your team can make a difference to your resident’s quality of life. The first-hand feedback provided by mystery shoppers will help you to ensure that you’re doing all you can to improve the health and wellbeing of those in your care.


    Highlight any issues with services and facilities


    Working with a mystery shopping agency will also bring to your attention any problems that are currently being overlooked, potentially because they aren’t even known about. Whether these are hiccups with your current services or issues with your facilities, a mystery shopper will highlight them, providing you with the opportunity to put them right. Simply put, refining and improving your services and facilities will go on to positively impact everything from your resident’s experience to your care home’s reputation.


    Offer updated employee training when required


    The services that mystery shoppers provide can also help you to ensure that your team is getting the support and guidance they need. Working in a care home is undeniably a very demanding job and your employees will have a number of responsibilities, yet it is still important to ensure that each and every task they complete is done correctly. Focusing on providing training in the required areas will help to prevent any avoidable mistakes from being made.


    Provide family and friends with peace of mind


    Getting assistance from a mystery shopping agency won’t just positively affect the residents who live in your care home, but it will also affect their loved ones too. As mentioned above, you can use the feedback provided by mystery shoppers to improve your resident’s quality of life and this will result in the family and friends of your residents being more confident in the overall care experience you’re providing. Every improvement you make will impact more people than you may initially realise and, in turn, your care home’s success.


    Reduce the likelihood of residents moving to another home


    Ultimately, by using mystery shopping services, you can help to ensure that your residents are happy in your care and that they don’t move to another home. Working alongside a mystery shopping agency to improve everything mentioned above will help your care home to remain competitive and prevent you from losing residents to other homes in the local area. This will also reduce any worry and concerns you may have relating to empty beds in your care home.


    Using mystery shopping services


    All in all, there is no denying that mystery shopping is important in care homes and whilst you might not traditionally associate mystery shopping with the healthcare industry, the services provided by mystery shopping agencies can be invaluable to care homes. Should you be interested in trying mystery shopping for the first time in your care home, please feel free to get in touch with our team here at Proinsight.


    We work in a variety of different industries and offer a range of specialisms, enabling us to help businesses of all shapes and sizes, and we will gladly provide you with a bespoke mystery shopping package that suits your business. Over our many years of experience, we have worked with clients such as Oakland Care and Canford Health Care, so you can trust that you will be in the best hands when you turn to us for assistance with mystery shopping. We really can help you to reap all of the benefits touched on above.


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