title: Improve patient satisfaction with a bit of mystery.
abstract: The Robert Wood Johnson University Hospital at Hamilton used the mystery shopper approach to complement its traditional patient satisfaction survey process.
authors.affiliation: Patient Care Services, Robert Wood Johnson University Hospital at Hamilton, N.J., USA.
authors.forename: D M
authors.initials: DM
authors.lastname: Cardello
mesh_terms: D003625:Data Collection / Q000379:methods*; D006764:Hospitals, Community; D006785:Hospitals, University; D006801:Humans; D017146:Models, Organizational; D009515:New Jersey; D017060:Patient Satisfaction; D012381:Role Playing; D017749:Total Quality Management / Q000458:organization & administration*