Mystery Shopper Pre Booked Hospital Appointment

0%
 

Please look at the questions before your appointment and answer them afterwards.
Please do not take the questionnaire with you to the appointment.
Please do not announce yourself as being a mystery shopper or as being from Healthwatch Derby.


Please enter the following information into the box below:

Name of Healthwatcher

Appointment at (add department and hospital if relevant)

Date of visit


 

 
If this is your first appointment at this department, please go to the section headed Referral.  

If this is a follow on appointment, please go straight to the section headed Before the appointment.

1. Referral

Please tell us who referred you to the hospital, for example, GP, Practice Nurse, Dentist

 

2. Have you got any comments about the referral system.

 

3. Before the appointment

How easy was it to get an appointment?

 

4. How far in advance was the appointment?

 

5. How convenient was this for you?

 

6. How did you make your appointment?

 

Comments

 

7. Access

Is the hospital easily accessible (walking/public transport/driving)?

 

8. Is there a ramp or flat access?

 

9. Can wheelchair users and people with mobility issues get in easily?

 

10. Is there a wheelchair accessible toilet?

 

Comments

 

11. On arrival at the hospital

Are there signs providing information in your first language?

 

12. Were you acknowledged on arrival (eye contact, smiles, a greeting)?

 

13. Did the reception staff make you feel welcome and at ease?

 

14. Does the environment appear to be clean and well maintained?

 

Comments

 

15. On arrival at the department

Are there signs providing information in your first language?

 

16. Were you acknowledged on arrival? (eye contact, smiles, a greeting?)

 

17. Did the reception staff make you feel welcome and at ease?

 

18. Does the environment appear to be clean and well maintained?

 

19. Comments

 

20. General department information

Is information available clear and visible?

 

21. Is there hand gel available?

 

22. Is there information about the staff members and the person in charge?

 

23. Are security and fire procedures evident?

 

Comments

 

24. Waiting Time

Did you go in for your appointment on time?

 

25. If not., how long was the delay?

 

Comments

 

26. Appointment

Was the person you saw helpful?

 

27. Did they give you all the information you needed?

 

28. Were you able to ask questions?

 

29. Did they explain your treatment and/or medication and what happens next?

 

Comments

 

30. Recommendation

How likely are you to recommend this hospital to friends or family if they needed similar care or treatment?

 

 

Comments

 

Anything else?

Comments