Our comprehensive evaluations, specific to your industry and company, are approximately 30-70 questions. The following are examples of what you may expect to see before and after reports are presented to staff members and doctors.

Mystery Calls

Was the phone answered in 3 rings or less? Yes

Was the name of the organization used? Yes

Were you asked to be put on hold? Yes

Did the staff member wait for your reply before putting you on hold? No

How long were you on hold? 4 minutes

Were you asked how you heard of the organization? No

Comments

The phone was answered in a hurried manner. While she did use the name of the organization, she did not enunciate and it was difficult to understand. I was put on hold before I had a chance to answer whether I could hold or not. When she came back, she said "this is Mary, how can I help you?" We started to schedule an appointment when she asked me to hold again.

Comments after Report Presentation

The phone was answered on the first ring by Mary. She introduced herself with a pleasant tone and asked my name. She explained she had one call ahead of mine and asked if I could hold or if I'd like her to call me back. I choose to hold. When she return she addressed me by name and asked if I would like to schedule an appointment. She made every effort to accommodate me.

Reception Area

Were you acknowledged upon approaching the reception desk? No

Did the staff member smile and make you feel welcome? No

Was the receptionist well groomed and professional in appearance? Yes

Was your privacy, and that of other visitors, protected? Yes

Was the check in paperwork clear and relevant? Yes

Was the waiting area clean and comfortable? Yes

Comments

When I arrived the staff member was on the phone with a personal call. I stood at the reception desk for better than 2 minutes without being acknowledged in any way. She ended her call, handed me new visitor forms and said "here, fill these out and return to me". I was made to feel like a nuisance. The reception area was very well kept with the exception of trash (empty mineral bottles and cup) left by previous visitors and  two staff members who chatted, giggled and disturbed at the reception area for over twenty-five minutes. The decor was lovely and welcoming. There was a limited selection of current magazines.

Comments after Report Presentation

When I approached the reception desk the staff member was on the phone discussing an appointment time. She smiled at me and conveyed with a hand gesture she would be with me soon. When she finished her call she introduced herself and asked me to complete the new patient paperwork. The waiting area was extremely clean and very comfortable. There were           ample reading materials.

Examination Room- Surgical

Did the medical doctor introduce him/herself? Yes

Did the medical doctor explain procedures and ensure your comfort? Yes

Did the medical doctor answer all questions to your satisfaction? No

Comments

Dr. Kwame introduced herself and explained she would be doing a thorough medical exam prior to my time with the hygienist. After completing the examination she said I needed to carry out further tests and Ama would schedule that appointment. She then left the room. It seemed she was rushing to the next patient. She did not ask me if I had any questions.

Comments after Report Presentation

Dr. Kwame entered the room just after the x-rays were taken. She introduced herself and asked if I had any concerns regarding hip. She performed a very thorough exam, showed me the areas of concern on the x-rays and discussed treatment options. She asked if I had any questions and said it was nice to meet me.