Healthcare
RDAssociates provides several types of medical mystery shops and quality assurance monitoring . Mystery shoppers can provide a predetermined scenario such as:
- HAVING VARIOUS TYPES OF INSURANCE VERSUS NONE
- COMPLAINING OF SYMPTOMS OF A NON-URGENT MATTER
- ADVOCATE FOR A FAMILY MEMBER OR FRIEND
All of these analysis techniques enable our clients to identify the strengths and weaknesses of medical practices. Our shoppers are trained professionals and our analyses provide our healthcare clients with detailed results by type of diagnosis and doctor specialty.
RDAssociates also offers competitive analyses, which can be used evaluate competitors’ strengths and weaknesses.
Phone Audits
Our shoppers speak with someone from your staff to schedule an appointment. Our shoppers:
- Analyze the ability of staff to engage and follow prescribed protocol
- Assess timeliness of response – i.e. hold time, transfer to voice mail
- Measure staff’s enthusiasm and friendliness
- Check adherence to compliance policies and standards
On-Site Visits
Our shoppers pose as advocates of the potential patient to further assess:
- Ability of staff to engage and follow prescribed protocol
- Check adherence to compliance policies and standards
- Observe behaviors of the lab technicians, front desk staff, nurses, and physicians
- Wait time
- Cleanliness of the facilities both inside and out
Competitive Shops - Bariatric Surgery
Analysis of bariatric surgery presentations by competitive hospitals. Analysis may include details such as:
- Consistency between presenters/doctors
- Process/appointment
- Attendance
- Use and evaluations of videos/visuals (slide shows, before-and-after pictures)
- Discussion of strengths or competitive advantages
- Types of surgeries that are presented
- How much do they talk about the program, procedure, post-surgery and insurance
- Total length of presentations
- Handouts and/or giveaways
- When they ask for commitment and how many times
- When patient meets the surgeon
- Discussion of support groups
- What is said about individual appointments
- Follow-ups (calls, emails and texts including timing)
- Professionalism (entertaining/humor used if so was it appropriate etc.)
- Confidence in the outcome
- Facilities – seating/wheel chairs etc.
- Overall experience