Ethnography and the Patient Experience: How Medical Mystery Shopping Moves Healthcare from Excuses to Action

In order to improve your patient experience, you need to know what’s working and what’s not. Although patient satisfaction surveys can tell you how you score on satisfaction, they do little to explain why the patient grades you as he does. 



This white paper explores the merits of incorporating mystery shopping into your patient experience improvement plans. It provides case examples of how mystery shopping can be used in inpatient settings with an on-site (but under cover) observer. This method, called ethnography, is highly effective in understanding the patient experience.