Mystery shopping as a quality adjunct in public health organizations.
Public health in Australia is undergoing unprecedented emphasis on meeting customers' needs, wants and expectations. Mystery shopping, common in the commercial world, has much to offer health organizations in their push towards quality. This paper describes this inexpensive technique and reports on its use in North West Health Service, a large rural health provider. The potential exists for its widescale adoption in health to better meet customer focus objectives.
Hartley
R
R
Rural Health Education and Research Centre, North West Health Service, Tamworth, 2340 Australia.
D003153:Community Health Services / Q000592:standards; D003258:Consumer Behavior; D006764:Hospitals, Community / Q000592:standards*; D008389:Marketing of Health Services / Q000379:methods*; D009517:New South Wales; D019035:Rural Health Services / Q000592:standards; D017749:Total Quality Management / Q000379:methods*