Behind waiting room lines

The in-vogue thing to do in healthcare these days is to look outside the industry for ideas and inspiration, especially when it comes to the patient experience. But in the case of mystery shoppers-or, in healthcare, mystery patients-a whole new set of variables has been thrown into the mix, and it's causing some to question the customer service tactic. When a mystery shopper reviews a clothing store, the person walks in, chooses an item, pays, and leaves. Their presence has little effect on the other customers and doesn't waste any resources, other than maybe three minutes of the register clerk's time.

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