Confero Medical Legal Svcs: Mystery Shopping

Healthcare mystery shopping and audits uncover:

Appointment setting process: Rings to answer, time to reach reception, courtesy, explanation of COVID 19 or flu season screening, entry requirements and best practices
Staff appearance: Uniforms, name tags
Staff procedures and compliance: Patient greeting, check in, HIPAA/privacy, courtesy
Facility appearance and cleanliness
Promotional materials
Waiting area appearance and comfort
Digital media broadcasts in the waiting area
Wi-Fi access in the waiting area
Printed materials in the waiting area
Service and compliance within hospital food service providers, banks and credit unions, gift shops, pharmacies & medical device providers

Law office telephone mystery shopping uncovers:

Information gathering skills by the intake specialist
Courtesy, friendliness, and efficiency of intake staff
Attorney skills such as providing correct information in a clear manner
Closing skills, such as asking for the appointment or asking the caller to move on to the next step
Compliance with your firm’s own standards
Mystery shoppers use specific scenario details to fit your law firm’s situations and offerings
Social media monitoring is also available for your practice in our easy to use tool.

Case Studies

Intake staff at Law Office: Are employees following standards?

Over the years, Confero has partnered with a law firm to gather details on phone calls between associates and potential clients. Prospective clients begin with a phone call to the firm, making it a crucial evaluation point. It is exceptionally important to know that intake staff at law office – are employees following standards? If […]

Are Communications with Healthcare Services Clear?

Are the Correct Details Being Shared Over the Phone? A medical device manufacturer approached Confero about filling in the blanks on an important element of the company’s sales process. Essentially, they wanted to know are communications with healthcare services clear? Are the appropriate details being communicated well to prospective patients. This manufacturer needed details on […]

Physician Referrals and Patient Service

Physician Referrals and Patient Service Evaluation Needed Confero partnered with a New York hospital to gather information on it’s referral call center. How were call center associates in the referral call center meeting the hospital’s benchmarks? Evaluating the hospital’s physician referrals and patient service level was the goal. They hospital wanted to know if call […]

What Our Clients Say

Confero's Reports Improve a Medical Practice's Patient Service -

Thanks for the great summary. We do intend to start a program again in a few months with modified surveys surrounding new things happening with the practice.Your company has been a big help in restoring our customer service scores.

Orthopaedic Practice

Health Center Administrator Shares Confero Improves Medical Practice

Telephone Mystery Shopping Questions

07 Jul, 2009 by Confero Inc.

Telephone Mystery Shopping Questions Many companies that are considering the implementation of a telephone mystery shopping program ask us for sample mystery shopper survey questions....

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