As a healthcare institution, you receive numerous different faces every day. Indigo Market Research provides professional mystery – shopper services to assist you in comprehensively understanding the patient/user experience, from appointment – making to follow – up at every step. Our surveys not only analyze data but also delve deeper into patients’ true feelings, helping you make more informed decisions.
Trained mystery - shoppers or real patients follow the regular medical consultation process, from appointment - making to subsequent follow - up, and comprehensively evaluate your service quality.
Your team will not know the identity of the testers, ensuring the most authentic and unembellished service experience feedback.
Detailed information is collected in each survey, providing medical institutions with a complete 360 - degree view of the patient experience.
Improve the service experience and enhance patients' trust and stickiness to the institution.
Understand patients' true thoughts and discover hidden problems.
Optimize the entire process from appointment - making to treatment.
Healthcare is a special field, involving human emotions that are more sensitive than in other industries. No patient is excited about seeking medical treatment. Therefore, medical institutions need to make more efforts to make patients feel comfortable and at ease. Even small details can have a significant impact on patients’ healthcare experience.
Our professional evaluations provide unique value to various medical institutions, helping you optimize the patient experience.
Respond to the expectations of the public and donors through objective data and improvement plans.
Medical institutions that hope to stand out in a highly competitive environment.
Healthcare institutions dedicated to reducing patients' anxiety and creating a comfortable medical environment.
Healthcare service providers that value the overall patient journey and long - term relationship building.
The service attitude and professionalism of aestheticians are key to retaining customers. Instruments, the environment, etc. cannot be ignored.
The professional knowledge, attitude, and appearance of sales staff, as well as the purchasing experience, are all crucial for outperforming competitors.
Regardless of size, as long as you focus on the quality of the patient experience, we can provide customized solutions.
Indigo Market Research recommends using real patients who have made appointments with your institution. This ensures that the feedback comes from people who truly understand the patient - perspective, making the survey results more representative and practical.
These patients will pay attention to various details during the medical consultation process and fill in detailed evaluation forms afterwards to provide the most authentic first - hand information.
Recruit members from specific communities or target markets. Our professional recruitment team and talent pool can help you find the most suitable candidates to ensure the diversity and representativeness of the sample.
This method can help you understand the first impression of potential patients and the challenges they may face when they first come into contact with your services.
Select appropriate medical expert members for the survey to understand the advantages and disadvantages of the target institution from a professional perspective and put forward more representative opinions.
Conduct face – to – face or online meetings with the stakeholders of your institution to determine expectations, processes, evaluation form topics, timetables, and follow – up steps. After the meeting, we will prepare a detailed project work plan.
Your medical institution will provide a patient database file containing contact information. After determining the participation ratio, our team can better understand how many mystery shoppers will be recruited for the project.
Create a patient experience evaluation form based on the feedback from the kick – off meeting, covering every touchpoint from appointment to follow – up. The evaluation form will be created as an online link, and a paper version can also be mailed if selected.
Recruit scheduled patients to participate in the mystery shopper program. After the visit, patients will complete the evaluation form. We will identify excellent cases or poor experiences and forward them to your team for review within 24 hours.
The convenience and efficiency of phone or online appointments
The smoothness of the front – desk reception process
The professionalism and communication of doctors and nurses
The completeness of settlement and follow – up
Includes an executive summary of key themes, suggestions, and action items, information charts, and an appendix of problem – analysis of survey results broken down by key categories in tabular form, helping you formulate clear improvement strategies.
Based on data analysis, provide specific and actionable improvement suggestions to help your team prioritize areas that can most effectively enhance patient satisfaction, achieving optimal resource allocation and maximizing the improvement of the patient experience.
Based on our past client case data, after implementing the mystery shopper survey program, healthcare institutions have achieved significant improvements across multiple key performance indicators. Statistical data shows that the mystery shopper surveys have yielded a range of positive outcomes. Overall patient satisfaction increased by 70%, reflecting a substantial improvement in patients’ perception of medical services due to the surveys and corresponding improvement measures. Wait times were reduced by 70%, indicating that the clinics have effectively optimized their processes and significantly shortened patient waiting periods. Doctor-patient communication increased by 78%, demonstrating more frequent and positive interactions between healthcare professionals and patients, which is beneficial for both treatment outcomes and patient experience. Patient complaint rates decreased by 80%, showing that the quality of clinic services has greatly improved and patient dissatisfaction has been significantly reduced. These figures clearly illustrate that mystery shopper surveys play a positive and significant role in enhancing the quality of medical services and improving the patient healthcare experience.
Combining behavioral science, artificial intelligence (AI) and big data analysis, we provide customized market research solutions for universities, pharmaceutical companies and medical device companies, mining key data and unique insights to help make scientific decisions.
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"The service is very professional. The mystery - shopper investigation has helped us discover some blind spots and given us an objective indicator for reference. Through irregular investigations, the service of our service center has been improved. The boss has also commended us!"
PAUL, Social Worker Community Center