Case Studies

Mystery Audit For A Healthcare Brand

Objective

The client wanted to evaluate the overall quality of healthcare services provided at its hospitals. To address this, Channelplay carried out mystery shopping and assessed all hospitals on key service parameters which included:

  • Grooming level of staff
  • Knowledge level of staff
  • Staff behavior
  • Service standards
  • Process & timeline adherence

Approach:

The key activities in project execution involved:

  • Questionnaire designing to evaluate all the desired parameters
  • Mystery shopper profiling and sourcing as per defined criteria
  • Mystery shopper training on the audit process and flow of activities
  • Visit planning as per the dates and time frames provided by the client
  • Visit validation and report validation with appropriate proofs

 Some of the challenges that we faced were:

  • Conducting evaluations within the specific time frames and dates set by the client
  • Finding auditors across age groups as per the requirement of health-packages

 Outcome:

Two rounds of audits were done across the specified hospitals in metro cities. Post the first round a detailed report highlighting areas of improvement was shared with the client. The client worked on the areas identified and the result in the round 2 of evaluation was as follows:

Location

Round 1 Quality Score

Round 2 Quality Score

Change

City 1

70%

81%

+15%

City 2

54%

69%

+28%

City 3

48%

74%

+54%

City 4

48%

91%

+90%

Topics: Mystery Shopping & Audits