Improving Psychiatric Services Through Mystery Shopping
Lazarus A - Pseudo-patients, or "mystery shoppers," have been widely used in the medical setting to detect and correct deficiencies in the delivery of health care services. Persons pretending to be patients have found discrepancies between the service promised and the service delivered, leading to positive changes, such as reduced waiting times, increased retention of patients within medical practices, better explanations of procedures and proposed treatments, and improved encounters with office staff, physicians, and other health care providers. [more...]
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