Mystery shopping audits are an excellent way for home health care providers to gain insight into the level of customer service that prospective patients and their families experience during appointments. In fact, many professional medical organizations are actually encouraging the use of mystery shoppers.In 2008, a report from a professional medical association endorsed mystery shopping as a way to improve patient care. The report said “physicians have an ethical responsibility to engage in activities that contribute to continual improvements in patient care. One method for promoting such quality improvement is through the use of secret shopper ‘patients’ who have been appropriately trained to provide feedback about physician performance in the clinical setting.”Because of the deep level of trust that patients and their families wish to establish, the home healthcare industry can benefit greatly from mystery shopping audits. During home healthcare visits, a licensed nurse will visit the patient’s home and assist them with their daily needs — bathing, meals, chores and ensuring patients are taking their prescribed medications. The patient and their family must be able to trust the home healthcare agency, and that trust will begin during the initial meeting.When it comes to evaluating a home health care agency, mystery shopping audits provide invaluable third-party feedback. The mystery shopping auditor poses as a family member of a prospective patient and inquire about services and attending appointments. During these appointments, the mystery shopping auditor will not just evaluate the level customer service that the agency provides; rather, it will evaluate every client facing aspect of the business. Does the staff work to establish a solid level of trust? Are they informative and helpful? Is the base of the operations well-maintained?In addition to the standard client facing aspects of the business, there are plenty of obstacles that can affect patient satisfaction with home health care agencies. This may include scheduling issues, pricing discrepancies, brusque staff, lack of communication and confusing paperwork. All of these aspects of the home healthcare agency should be streamlined in order to help develop a level of trust with prospective patients.The success of a home health care agency is dependent on customer satisfaction; if patients are not happy with the level of service they receive, they will go elsewhere. Mystery shopping audits for health care services can also take into account the agency’s handling and measurement of customer concerns. Additionally, a mystery shopping audit can provide insight that aids home healthcare services in identifying problem areas early, allowing them to respond appropriately to make sure small problems do not become large-scale compliance issues.Because much of the business relies on trust, home healthcare agencies must continually re-evaluate their customer experience management plan through mystery shopping audits. Not only can these be extremely helpful in providing insight from the customer’s perspective, but they can also help to identify potential compliance issues before they arise.
Hospitals and healthcare are definitely on the reliable growth pace. Current industry trend is really reverse to what you would expect, being new to this sector – this is shortage of nurses and medical professionals, meaning that it is rather challenge to find certified applicants, and not really to get new contracts from healthcare organizations. This trends requires the investors to look at healthcare staffing agency from the perspective of its popularity among nurses community – getting nurses opinions on which company is “better” – in the senses of being more friendly, offering better conditions, including faster paychecks issuance. As medical staffing companies actually sells services in the form of recruiting fees, plus W2 services to their medical temps – you should feel the nature of the risks and the opportunities: they are at the management experience, passion and competence side, not in real material assets, such as plants, production tools or even buildings. Let’s try to see the pro and contra arguments:1. Economy Cycles: Booms and Recessions – healthcare is always in demand, so it should be considered stable and not really exposed to economy cycling. This statement might be considered as a trend, however some companies will suffer from bad economy, but in our opinion mostly due to the recession “atmosphere”.2. US population “aging” – this is similar to what was long times seen in Europe and Japan, where immigration offset (or even new young immigrants inflow reversed the aging process) was not as active as in United States. Senior population requires more medicine attention and potentially will increase the workload for healthcare staffing organizations, who supply hospitals, nursing homes and retirement communities with nurses and medical doctors.3. Baby Boomers “contribution”. It is believed to be a factor and it should begin its population aging contribution, in the sense that baby boomers will approach retirement age in five-ten years from now. Maybe it is over estimated, however as new population is growing due to current high rate of immigration into US.4. Healthcare placement competition is rising. Still, we see large number of privately owned recruiting firms, who are strong on the local and sub-regional markets, so the best way to grow is merges and acquisitions, it is not a good time for new operations launching in the regions. Obviously it is too optimistic to predict that all of these healthcare staffing firms will be absorbed by public healthcare placement providers, however the trends are out there.5. Sun belt states syndrome. Retiring population has a trend to sell their mortgage paid single family houses in New England, New York, Illinois, California and other mid-west or northern states and move down to Florida, Texas, Georgia, Arizona, and others sun belts states, where they surge new medical nurse inflow.