Competition has never been more intense for the discretionary dollars of the health and beauty retail consumer. These shoppers are more discerning than ever, and expect high-quality customer service coupled with a stellar product. How well do you and your employees meet the expectations of your best customers? How do you compare with your competition?

If you are a:

• Convenient Care Clinic
• Eye care center specializing in Optometry or Laser Surgery
• Med Spa
• Cosmetic or Laser Treatment Center
• Dental Clinic or Whitening Center

Your customers expect more--convenience, amenities, and personalized service. TrendSource can help you get expert consumer opinions on your enterprise’s merchandising, service, ambiance, staff sales skills and more. Our experienced Mystery Shoppers give you a “real time” perspective on how you are being perceived by your clients so you can foster consumer loyalty. Our Secret Shoppers can also obtain price comparisons and other critical information on your competitors. TrendSource’s customized Mystery Shopping programs deliver high quality research data that provides you critical insight into what you want to know most about your customer. Learn how you can deliver a better customer experience, outpace the competition, and drive a positive return on investment.

Find out how your organization can obtain critical insight on your patients experience and satisfaction through one of these flexible programs:

Our Medical Mystery Shopper will visit the facility and interact with front office staff. Our Mystery Shopper presents a believable scenario, then evaluates key variables including the reception staff response time, interpersonal skills, procedure and policy knowledge, first-available appointments, and overall facility ambience, exterior and interior. Walk-In Healthcare Secret Shoppers are not seen by the clinical staff. Clients receive a three-section questionnaire compilation with detailed section narratives and actionable areas for improvement.

Our most comprehensive evaluation begins with the phone call to schedule the appointment, and continues during the first visit. Our Healthcare Secret Shoppers evaluate the front office staff, clinical staff and doctors’ interpersonal skills, as well as exterior and interior office ambience. We do not evaluate clinical skills. The patient presents with a non-emergent complaint or for a new patient consultation. Clients receive a comprehensive evaluation with detailed section narratives and actionable areas for improvement.

TrendSource healthcare solution experts can design and develop a customized Telephone Mystery Shopping program that:

• Measures performance and compliance
• Provides valuable customer insight
• Delivers actionable data that can drive patient satisfaction initiatives
• Enhances profitability

Areas that are evaluated include:

• Basic Phone Etiquette
• Scheduling
• Automated Phone Systems
• Hold Times
• Staff Product and Procedure Knowledge
• Staff Interpersonal Skills
• Referral Tracking
• Compliance With Organizational Policies and Procedures
• Compliance with regulatory and practice guidelines

With prior written consent, a TrendSource representative will call the bona fide patient at various intervals during their course of treatment or shortly following their visit to your organization. Patient Surveys may be provided prior to their visit for review. Patients are then better prepared for our call. For patients, the time involved is kept at a minimum because our team records the information provided during a simple phone call. If our clients’ prefer, we will strictly protect the identity of patients, respecting the relationship between the patient and provider. This allows for a completely candid interview.

TrendSource is dedicated to providing superior service and offers a 100% client satisfaction and completion guarantee. We maintain a national database of over 33,000 qualified Field Agents specially trained in Healthcare Mystery Shopping. Our Secret Shoppers are educated on the specific needs of each client and tested on their project knowledge before completing a given assignment. Compliance with HIPAA regulations, safety, confidentiality and the provision of objective observations are our top priorities when fulfilling client assignments.

TrendSource solutions experts will meet with your team to determine your goals and develop a custom program to satisfy your objectives. This includes developing the questionnaire and call scenarios, determining the quantity and frequency of calls, and desired reporting needs. Clients have the option of receiving the call reports, with or without recordings. Both recordings and questionnaires are delivered via a secure, custom built client web site.

TrendSource offers comprehensive web-based reporting capabilities to clients. Our proprietary technologies provide access to online reports “real time” as data is submitted. Clients can log on 24 hours a day, seven days a week, 365 days a year via a dedicated web server using a confidential username and password. Website reports include statistical and/or numerical data, as well as visual charts and graphs to aid in understanding the data. Immediate email alerts are sent to report any noncompliant activity. Telephone Mystery Shopping clients also have the option of receiving the call reports, with or without recordings. Both recordings and questionnaires are delivered via our secure client web site.

"I was very impressed with the quality, accuracy and timely manner in which our mystery shops were performed. I would highly recommend this service to any cosmetic practice wanting to assure they are providing the best possible patient care."

Bernard A. Shuster, M.D., F.A.C.S.
Hollywood, FL

"Since 2006, RediClinic has leveraged TrendSource’s expertise to have an ongoing dialogue with our consumers about the quality of care we are delivering and how we can improve upon our service offering. We have been able to quickly identify areas of opportunity and recognize those teams that are doing an exceptional job.

The team at TrendSource is first class and consistently delivers exceptional results that enable our organization to make fact based decisions about our business."

Rick Van Pelt
Chief Operating Officer, RediClinic, LLC.
Houston, TX

"Perception is reality; the patient's perception is all that really matters. I have made a number of changes in my practice based on the information gathered by Examine Your Practice's 'mystery patients'. As a result of hiring Examine Your Practice, conversions from consultations to scheduled surgeries rose more than 20%. I intend to continue evaluating my practice on a yearly basis."

Dr. James Loden
Loden Vision Centers
Nashville, TN

"The evaluations done by Examine Your Practice were extremely thorough. We thought the reports would be favorable and they were. One mystery patient was so impressed they have chosen to stay with our practice. We really believe in internal marketing and in-house referrals; its how we have built our practice. People are happy with the service and treatment and refer others to us."

Dr. John Nassar
Smile Design Center
Henderson, NV