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‘Mystery Patient’ improves clinic care
The 375th Medical Group Mystery Patient Program has patients secretly survey the Scott Family Health Clinic to monitor its performance at Scott AFB.The Mystery Patient program is designed to monitor the 375th Medical Group’s performance in key areas affecting customer service, such as patient safety and quality of care. (U.S Air Force illustrative photo/Staff Sgt. Maria Bowman)
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‘Mystery Patient’ improves clinic care

Posted 6/6/2013   Updated 6/6/2013 Email story   Print story

    


by Airman 1st Class Josh Eikren
375th Air Mobility Wing Public Affairs


6/6/2013 - SCOTT AIR FORCE BASE, Ill. -- The Scott Family Health Clinic is actively trying to improve itself by getting those most important to the clinic involved: its patients.

The Mystery Patient program is designed to monitor the 375th Medical Group's performance in key areas affecting customer service, such as patient safety and quality of care.

"As part of this program we take patient volunteers or randomly select patients with scheduled appointments to secretly 'grade' the MDG performance," said Nick Cardozo, 375th Medical Group quality services chief.

The Medical Group's goal is to have 10 to 12 mystery patients per week that observe and report covertly to get an accurate representation of the clinic's services.

Mystery patients are given a survey that will evaluate each aspect of their experience with the clinic from when you make your appointment to after your visit.

"As a Mystery Patient, the individuals act as ambassadors for all of the other patients being cared for," said Cardozo.

The information provided is valuable in helping ensure they meet patient needs, and it also helps to ensure their practices provide for the safest care possible.

Cardozo said, "It is important for an organization to look for opportunitiesto improve service delivery and the Mystery Patient Program providesthe MDG a means to look forthose opportunities."

For more information or if you are interested in becoming a MysteryPatient, contact the MDG Patient Advocate at 256-7374 or375mdg.quality@us.af.mil.



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