Mystery Shopper Scheme

patient 54

Would you like to help improve local health services? Are you coming into hospital as a patient and aged 18 or over?

As part of our commitment to improve the patient experience we would like to recruit patients, service users and carers to be mystery shoppers in our surgical inpatient and outpatient departments. By telling us about your experience you could be helping us to improve local healthcare services.

If you would like to join the mystery shopper scheme, please contact the Volunteer Services Department at Pennine Acute Hospitals NHS Trust for more information on
0161 604 5892 or 0161 604 5309.

What is mystery shopping? 
Mystery shopping is a way of assessing a patient’s experience of health care services by getting feedback from patients, service users or carers. By telling us of your experience you could be helping to improve things for everyone.

Can I use mystery shopper to make a Complaint?
Feedback from mystery shoppers should not, and will not, be treated as a complaint. However, if you have a poor experience and need to make a complaint you should raise your concerns immediately by speaking to a member of staff in the department that you have a concern or alternatively there are PALS (Patient advise and liaison service) officers situated at the hospital main entrance.

Will I have to pretend to be a patient?
No - as an existing patient or carer you will be evaluating your actual experience of health services at the time you receive them.

What is in it for me?
Agreeing to become a mystery shopper gives you the chance to become actively involved in shaping local health services by providing feedback on your experiences.

Will my feedback be confidential?
All feedback will be completely confidential and your identity will remain anonymous.

Is it different from other types of health service feedback I am asked to give?
Mystery shopper gives real time feedback just after you have visited a service. Many other methods ask you to recall your thoughts at a later date. This can be less reliable feedback and there can be delays in health services receiving results and taking action.

What will happen to the results?
Mystery shopper results will be used to inform the trust by revealing and sharing good practice and helping to identify where improvements need to be made.

How much time will it take?
The questionnaire will not take longer than 5 minutes to complete.  Once completed place the form into the envelope provided and return to us as soon as possible.