Mystery Shoppers Add Emphasis to Infection Control

There are a number of barriers to overcome before starting a mystery shopper program, says Brian Hudson, MT (ASCP), CIC, an infection preventionist at Cleveland Regional Medical Center in Shelby, NC.

Cleveland Regional also users secret shoppers to monitor handwashing. His biggest challenge has been recruiting people to take the job. "Nobody wants to be thought of as a rat," he says. "It's viewed as tattling."

Lovato says, however, there is no reason for staff members to view the job as a negative. Shoppers should know that they perform an important service by protecting patient safety. Offering an incentive, such as the additional pay step, is one way of overcoming an individual's unwillingness to take the position, she says.

It's important to let shoppers know they're appreciated to encourage participation. Lovato meets with the mystery shoppers monthly, sometimes at a catered breakfast meeting.

"We try to make it a fun role," she says. "We bring in speakers. Sometimes drug reps will do a presentation on infectious diseases or issues." The facility also hosts a holiday party for mystery shoppers and thanks them for their work in the hospital's internal newsletter.