A well-respected, world leader in clinical lab services, a highly competitive industry, sought a program to measure patient satisfaction. Patients and employers have more choices and higher expectations than ever. The challenge is consistently delivering a caring, trust-based experience to patients in order to drive customer satisfaction and advocacy. The organization partnered with Second To None to initially launch a comprehensive mystery shop program across their 2,000+ patient service centers. Within 6-months, Second To None was contracted to administer a patient satisfaction survey program for both company owned and operated patient service centers, as well in-office phlebotomist locations that staff the organizations employees for the purpose of specimen collection.
A random subset of 2,000+ patient service centers are mystery shopped annually. Participants are a representative mix of gender and age, as well as walk-in and appointment patients. All dayparts are incorporated to provide insights across peak and non-peak business hours.
Within 24 hours of a patient’s visit, those opting to provide an email address are invited to share their experience by submitting a patient satisfaction survey.
Performance across programs is tracked, summarized and shared with key stakeholders and field level management on a monthly and quarterly cadence.
Statistical analysis of patient satisfaction data found significant positive changes year over year on 12 of 13 service measures, and a supporting NPS score well above what is indicative of a Best in Class organization. Mystery shop results continue to provide actionable operational data at the site level, and similarly show a positive year over year improvement in key metrics, indicating symmetry across data sets.
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