The telephone is one of the most critical points of contact that a patient or potential client will have with your organization. Is their first impression a positive one? Or will they pick up the phone and call your competitor?

TrendSource provides telephone Healthcare Mystery Shopping services that can help improve patient and customer satisfaction, and enhance client retention. We identify training needs and ensure accuracy of information provided to patients. We can help develop cross-selling skills that enhance profitability. And we monitor and ensure compliance with Medicare regulations and insurance directives, as well as manufacturers’ guidelines on standards of practice.

Our custom-designed and packaged programs can provide valuable insights into any size of organization, from single-practitioner offices to the most complex medical group, healthcare system or provider. Find out how your organization is perceived through one of these flexible programs:

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

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.

The Phone Skills Discovery Package provides an unbiased evaluation of a caller’s first impression of your organization. Using our detailed questionnaire, Examine Your Practice® solutions experts generate a statistical analysis of your office’s interaction with first-time callers. Six Mystery Shopper calls over a three-week period will help you determine if a custom or ongoing Mystery Shopping Program will be helpful to your business. Call reports are emailed to clients within 2 business days. They identify service opportunities and highlight training needs. Our Secret Patients are trained specifically to handle the intricacies of healthcare mystery shopping and to protect client confidentiality.

To receive Phone Skills Discovery Package pricing and order information please contact:

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.

In a recent study of the thousands of medical, dental and eye care mystery shopping calls in our database, a startling 25 % of our mystery shoppers answered "NO" when completing the final question: "Based on your telephone experience, would you schedule an appointment with this facility?"

"We are very pleased with the feedback we have gotten from your shoppers and will certainly want to use this program again. Nearly 800 phone evaluations were submitted accurately and on time. Examine Your Practice provided valuable information to BioForm and our doctors."

Chris Holmes
Vice President of Sale
BioForm Medical
San Mateo, CA