Simulating real-world interactions for exceptional user experiences
Upgrading telehealth & virtual care services through unbiased external review and stress testing of service delivery
Enhance virtual & telehealth experiences
‘Mystery Patient‘ Service Evaluation
Our Mystery Patient Service Evaluation is a specialised research methodology that places trained evaluators in the role of virtual patients.
These evaluators interact with your virtual care platform, undergo the patient journey, and provide detailed feedback on their experiences.
How we help
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Telehealth services, virtual care providers, and online pharmacies play a critical role in providing convenient and accessible healthcare to patients, and it’s essential that these services meet high-quality standards.
We help our partners achieve this level of service through our comprehensive evaluation service using mystery patient evaluators to assess a wide range of service quality factors.
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- Simulating real-world patient interactions
- Ensure highest standards of care
- Stress test and optimise services
- Improve consultation style & delivery
- Identify friction points
- Analyse customer journeys
- Enhance virtual health experiences
- Evaluation that drives continuous improvement
- Embed service reviews within quality management
Mystery patients for telehealth & virtual care
Our team of experienced mystery patients provides an impartial and objective evaluation of your virtual health services, using a variety of scenarios and situations to test the quality and effectiveness of your service.
We assess factors such as accessibility, responsiveness, communication, technical reliability, privacy, and security, to ensure that your telehealth or virtual care service is delivering the best possible experience for your patients.
Service evaluations = continuous improvement
Our service evaluations are designed to help you identify areas for improvement and make informed decisions about your service delivery.
We provide a detailed report of our findings, including recommendations for improving the quality of your service, based on our extensive experience and industry best practices.
Optimise service delivery
Evaluators provide valuable recommendations on optimising service delivery, communication protocols, appointment scheduling, response times, and other critical aspects. This feedback empowers you to make targeted improvements that lead to superior service quality.
Trusted services
Leading telehealth & virtual care providers trust our service evaluations to help enhance the quality and effectiveness of their services, build trust and confidence for their patients, and improve outcomes.
Who we help
Objective insights that optimise the patient journey, enhance usability, and improve service quality.
Telehealth providers
By relying on trained evaluators who act as virtual patients, you receive objective feedback that reflects the true patient experience. This valuable perspective allows you to identify gaps and make targeted improvements for enhanced patient satisfaction.
Virtual care services
Our mystery patients go through the entire patient journey, from registration to the completion of their virtual care interactions. This analysis provides a holistic view of the patient experience, highlighting pain points, communication effectiveness, ease of use, and overall satisfaction.
Online pharmacies
Assess the usability and user experience of your online pharmacy platform and services. Evaluators provide feedback on interface design, navigation, ease of use, and overall user satisfaction.
Digital healthcare
Evaluators provide valuable recommendations on optimising service delivery, communication protocols, appointment scheduling, response times, and other critical aspects. This feedback empowers you to make targeted improvements that lead to superior service quality.
Digital therapeutics & diagnostics
Service evaluations give you a competitive advantage by highlighting your strengths and identifying opportunities for innovation. By continually improving your digital services based on real experiences, you can stand out from competitors and attract a loyal patient base.
Partner with us for exceptional virtual care experiences
Don’t leave your patient experiences to chance.
Choose our Mystery Patient Service Evaluation and unlock the potential for outstanding virtual care.
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