Mystery shoppers

What is a mystery shopper?

Mystery shoppers are patients or carers who are attending Moorfields Eye Hospital for a planned clinic appointment, and who, following their appointment, have volunteered to confidentially provide feedback on their experience of the care and service provided. Mystery shoppers remain anonymous when attending their appointment to ensure staff are not aware that they are taking part in this activity.

How do I take part and provide feedback?

In the first instance, please contact the patient experience team at moorfields.contactpatientexperience@nhs.net

They will give you more information about becoming a mystery shopper and other opportunities that are available. Once you have been recruited, a questionnaire will be sent to you to complete after your appointment, We ask that you complete this questionnaire and return it to the patient experience team within 72 hours after you visit the hospital or clinic, so that the appointment is fresh in your mind, and we can take the appropriate action as soon as possible. 

What happens with my feedback?

Before your feedback is shared with anybody else it will be anonymised and will not include your name or any of your details. Taking part in this process will not impact on the care that you receive at Moorfields in any way. Once returned to the patient experience team, your feedback will then be shared anonymously with the relevant service. Our staff respect any feedback, comments or suggestions that are made. In the unlikely event that staff recognise you from the nature of the feedback, they are aware that they must not make reference to this, whether it be positive or negative.

We will share and celebrate examples of good practice and address any concerns or suggestions for improvement that have been highlighted. The Patient Experience Team will oversee that the service shares examples of how they have addressed feedback provided and any planned strategies to improve areas of experience that have not been positive. Any improvements made because of your feedback can be shared with you, should you express that you would like to be kept updated on this.

What are the benefits to Moorfields?

It is important to Moorfields to be able to understand the experience of the services we provide through the eyes of our patients and their carers. This will enable staff to consider and appreciate how their actions can impact on the quality of care our patients and carers receive.

Will it cost me anything?

Being a mystery shopper is voluntary, and it will not cost you anything to take part. Ordinarily we will correspond with you via e-mail or telephone; however, if you require correspondence in any other format or language this will be made available for you.

If you are interested in becoming a mystery shopper, please email an expression of interest to moorfields.contactpatientexperience@nhs.net and we can arrange an informal conversation.

By listening to you, we can continue to develop and improve our services. As a Trust we aim to deliver high quality and safe services which provide an excellent experience for our patients and carers with the best possible outcomes. For us to achieve this we aim to provide care that is in line with our patient experience principles of:
  • Empathy to understand
  • Dedication to every patient
  • Attention to the details that make a difference
  • Proactivity to find solutions
  • Collaboration to continuously improve

 

Review date: August 2028