title: 'Mystery shoppers' may uncover customer service deficiencies.
mesh_terms: D001071:Appointments and Schedules; D017598:Efficiency, Organizational; D006279:Health Maintenance Organizations / Q000592:standards*; D006801:Humans; D017060:Patient Satisfaction; D016544:Patient Simulation; D017064:Process Assessment, Health Care / Q000379:methods*; D011785:Quality Assurance, Health Care / Q000379:methods; D017748:Time Management; D014481:United States