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Mystery Shopper Optician
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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 if relevant)

Date of visit

 

Question 1.

How easy was it to get an appointment?

Question 2.

How far in advance was the appointment?

Question 3.

How convenient was this for you?

Question 4.

How did you make your appointment?

Comments

Question 5.

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

Question 6.

Is there a ramp or flat access?

Question 7.

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

Question 8.

Is there a wheelchair accessible toilet?

Comments

Question 9.

Are there signs providing information in your first language?

Question 10.

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

Question 11.

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

Question 12.

Does the environment appear to be clean and well maintained?

Comments

Question 13.

Is information available clear and visible?

Question 14.

Is there hand gel available?

Question 15.

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

Question 16.

Are security and fire procedures evident?

Comments

Question 17.

Did you go in for your appointment on time?

Question 18.

If not, how long was the delay?

Comments

Question 19.

Was the person you saw helpful?

Question 20.

Did they give you all the information you needed?

Question 21.

Were you able to ask questions?

Question 22.

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

Comments

Question 23.

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

Comments

Anything else?

Comments