You've spent good time and money to attract patients. In today’s competitive marketplace, doctors can be easily overwhelmed with running a practice and keeping up with the ever changing clinical needs of their patients. A Closer Look offers Health & Wellness providers valuable tools to objectively assess their services.

We measure your level of patient satisfaction by evaluating the interpersonal skills of staff, compliance of office protocol, the cleanliness and ambience of surroundings as well as those intangible factors that result in patient retention and referrals.

Our Mystery Shopping Helps You:

• Build patient loyalty
• Improve the care and treatment of patients
• Identify marketing, sales and service problems
• Show patients that you're truly interested in their satisfaction
• Optimize each patient experience
• Reward employees who excel, aiding staff retention
• Identify employees who require retraining
• Monitor compliance of policies, procedures and non-negotiable standards
• Evaluate your competition, so you maintain your edge in the market

Why A Closer Look Should Be Your Mystery Shopping Partner:

• Our questionnaires are fully customizable and can be updated easily
• A myriad of graphing, trending and analytical tools to aid in tracking your ongoing performance in one or all areas of evaluation; see at a glance how your locations are performing
• Crucial in-depth narrative to provide valuable personal feedback in conjunction with the quantitative data
• Over 15 years experience in feedback solutions
• Personal, responsive service and consulting
• The ability to see how you compare to other practices at a glance
• More than 160,000 qualified evaluators nationally

A Suite of Services For Your Practice

Comprehensive Patient Mystery Shopping
We objectively evaluate and thoroughly narrate a complete visit to your practice by sending in trained mystery shoppers (based on the criteria that you specify) as if they were either new potential patients, or existing patients. The steps can include some or all of the following:

1) The shopper calls to make an appointment (depending on applicable local, state and federal regulations, this call can be recorded for you to hear - see below); details are noted (such as date/time of call, who answered, was the shopper put on hold and for how long, etc.) and an appointment is made.
2) The shopper then visits the designated location to ascertain how the staff deals with him/her as a patient (including the front office staff, the clinical staff, the doctors/dentists and billing staff).
3) The timing of the experience can be a critical factor for some patients - our shoppers are trained to time each segment of their visit.
4) Included in the report are the shopper's impressions of facility cleanliness (external and internal, including restroom) and ambiance.
5) Pictures tell a story - under certain circumstances, these can be provided for visual confirmation of the good, or bad, aspects of the experience.

Based on the protocol that you want followed, ACL gives you the information you need to determine the level of compliance by your staff regarding standard procedures. Further, accolades and other awards based on shop scores can be an incentive to those employees who exemplify the highest level of professionalism.

Telephone Mystery Shopping
A great, cost-effective option to ensure that phone protocol and scheduling procedures are followed, this type of mystery shopping is a valuable adjunct to the comprehensive office visit. Depending on applicable local, state and federal regulations, ACL facilitates the recording of the actual telephone interaction between your staff and the mystery shopper, allowing you to see whether your practice is creating a fantastic or a less than favorable first impression on your prospective and current patients.

Web Surveys
A great way to keep in touch with the pulse of new and existing patients is to give them a means to tell you what they think. As a third party provider, A Closer Look offers patients the opportunity to reveal their true perceptions regarding your practice, including the staff, office environment and treatment they receive. ACL compiles the data and makes available a full reporting analysis over time.

Employee Surveys
As a third party provider, A Closer Look can survey your employees. Completely anonymous, this means of gathering information gives your employees an avenue to make suggestions, discuss benefits, or offer opinions about their work environment, working conditions, amount of hours, or similar areas of interest. ACL compiles the data and makes available a full reporting analysis over time.