What is it?
The Secret Shopper Scheme provides an opportunity to give open and honest feedback about how we could improve and what we are doing well. By asking patients, carers and relatives to provide feedback after using our services, we are able to gain an insight into their experiences.
What will I have to do?
Secret Shoppers are asked to complete a short survey which reports on different aspects of a patient’s experience – for example, their arrival at the hospital, the food they had and their experience of the staff they encountered. The survey can be completed each time a Secret Shopper visits the hospital or just when they think there is something we should know.
The survey can be accessed from a QR code which are displayed around the hospital. Paper copies of the survey are also available for anyone who wishes to complete it by hand and surveys can be provided in different formats (e.g. braille, large print, easy read).
How will my feedback be used?
The Patient Experience team will collate feedback to share your comments. The summary will identify any areas of good practice and where improvements can be made to improve patient experience. This will be sent to the managers of the areas you have provided feedback on, who will then decide how best to act upon your feedback. Your anonymous comments may be shared within the teams to promote wider learning and support service improvement.
You don’t need to register or apply to become a Secret Shopper – just scan the QR codes around the hospital or contact the Patient Experience Team.
If you would like some further information, you can contact us.