Channelplay Case Study

Mystery Shopping for a Hospital Chain

Rainbow Hospital, an Indian Chain of Pediatric Hospitals, focuses on pediatric and maternal healthcare services. Keeping this aim in mind and to continue serving excellence in child care, women care and fertility, Rainbow Hospitals got Mystery Audits conducted at their chain hospitals in Hyderabad, Bengaluru, Vijayawada and Delhi.

The following parameters were evaluated during the Audits:

  • Grooming level of Staff
  •  Service Standards                      
  • Knowledge level of Staff 
  • Process Adherence
  • Cross Selling/Upselling Skills
  • Hospital Maintenance


The approach adopted to successfully deliver the scope of work was as under:

  • Performed two separate scenarios - Child Care & Women Care. General Pediatrics Department was evaluated in the Child Care Scenario, Obstetrics and Gynaecology Department was evaluated in Women Care Scenario.
  • Evaluated the Hospital Units on the above listed parameters and highlighted the areas for improvement.
  • A real time online dashboard enabling viewable and downloadable reports for action.


The client was provided with a detailed report, Section Wise Scores and Overall Scores for each unit. Benchmark scores were established for various sections and client evaluated units basis the same and derived the best practices & areas of improvement for the respective units.

Topics: Mystery Shopping & Audits