Mystery Shopping
Mystery Shopping feedback can be priceless for driving real change and real improvement.
Deciding on living arrangements for vulnerable or dependent individuals is a significant and sensitive task. The involvement of family members in these decisions is crucial, with multiple factors and costs needing careful consideration. Mystery Shopping by RHB Care Consultancy provides an invaluable service to these care providers by offering a detailed, objective view from the perspective of potential residents and their families. This feedback helps care homes understand why potential residents might choose them or their competitors, driving up standards and improving the quality of care. With our expert team and bespoke reporting, we ensure that Mystery Shopping feedback is both reliable and actionable, leading to real and sustained improvements in care services.
Mystery shopping provides a valuable insight into the customer service experience delivered by your care service.
Objective Quality Assessment
RHB Care Consultancy can provide unbiased and objective evaluations of care homes and care agencies through mystery shopping. This helps identify strengths and areas for improvement in service delivery, ensuring that the quality of care meets or exceeds industry standards.
Customer Experience Insights
Mystery shopping allows us to gather detailed feedback on the customer experience from the perspective of residents and their families. This includes assessing communication, responsiveness, empathy, and overall satisfaction, providing actionable insights to enhance the resident and client experience.
Compliance & Regulatory Checks
By conducting mystery shopping visits, we can assess whether care homes and agencies are adhering to regulatory requirements and best practices. This includes evaluating staff interactions, cleanliness, safety protocols, and resident well-being, as well as ensuring compliance with relevant health and safety regulations.
Staff Training & Development
The findings from mystery shopping can be used to identify training needs for staff in care homes and agencies. We can help design targeted training programs to address gaps in service, improve staff performance, and foster a culture of continuous improvement, ultimately leading to better care outcomes.
Trusted CQC expertise, with you every step of the way
Led by Rachel Bedford, RHB Care Consultancy combines decades of hands-on care leadership with deep regulatory knowledge. We work as a true partner to your service: practical, supportive and committed to outstanding outcomes.
Book a free consultation
Need help measuring and improving customer experience? Get in touch for a free consultation.
- Phone: 07717 040027
- Email: rachelbedford@rhbcare.com
- Hours: 9am–5pm, Mon–Fri