Mystery Shopper Pre Booked Hospital Appointment
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 answer not applicable to any questions that are not relevant to the type of appointment that you had.
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. What type of appointment were you given?
6. Were you given a choice about the type of appointment?
7. How convenient was this for you?
8. How did you make your appointment?
9. Access
Is the hospital easily accessible (walking/public transport/driving)?
10. Is there a ramp or flat access?
11. Can wheelchair users and people with mobility issues get in easily?
12. Is there a wheelchair accessible toilet?
13. On arrival at the hospital
Are there signs providing information in your first language?
14. Were you acknowledged on arrival (eye contact, smiles, a greeting)?
15. Did the reception staff make you feel welcome and at ease?
16. Does the environment appear to be clean and well maintained?
17. On arrival at the department
Are there signs providing information in your first language?
18. Were you acknowledged on arrival? (eye contact, smiles, a greeting?)
19. Did the reception staff make you feel welcome and at ease?
20. Does the environment appear to be clean and well maintained?
22. General department information
Is information available clear and visible?
23. Is there hand gel available?
24. Is there information about the staff members and the person in charge?
25. Are security and fire procedures evident?
26. Waiting Time
Was your appointment on time?
27. If not, how long was the delay?
28. Appointment
Was the person you saw/spoke to helpful?
29. Did they give you all the information you needed?
30. Were you able to ask questions?
31. Did they explain your treatment and/or medication and what happens next?
32. Recommendation
How likely are you to recommend this hospital to friends or family if they needed similar care or treatment?