Earlier this year, a mystery shopper exercise was carried out by four members of the Patient and Carer Council who posed as ‘secret shoppers’ and visited 13 different reception areas at QEHB and the Heritage Building.

The focus was on first impressions, the interaction with the receptionist and the overall experience of the service. After the visit, the mystery shoppers completed a feedback form giving details of their experience and answering some questions about their visit.

The feedback was overwhelmingly positive with all areas receiving a good or excellent rating for first impressions.

Receptionists also received 100% positive feedback for the following:

• The reception area was very or fairly clean and free from clutter
• Receptionists were able to answer the mystery shopper’s query to a good or excellent level
• The receptionists delivered a good or excellent level of service

In terms of areas for improvement, the mystery shoppers noted that only 31% of reception staff were wearing a job role badge.

Sandra O’Brien, Health Records Services Manager, said: “I’m really proud of the team who showed that there are many areas of good and excellent practice. We’re really pleased with the positive feedback, but will also be looking at areas where we can improve. Our reception team are a vital part of patients’ experience – first impressions always count and it’s great to see that they offer a friendly and warm welcome.”