Are you a current patient at Moorfields who will be visiting us for a clinic appointment?
Do you want to contribute to improving patient care at Moorfields NHS Trust?
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.
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.
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.
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.
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.
Review date: August 2028