Mystery Shoppers

So what is a Mystery Shopper?

Mystery Shoppers are service users and carers who would like to comment on their actual experiences of EPUT services. The feedback from Mystery Shoppers can be about face to face appointments or meetings at clinics or in your own home with EPUT staff.  It can also be about a telephone call, a letter, or any attempt to gain access to an EPUT service.  The feedback is provided by completing a Mystery Shopper feedback form.

How often would I need to complete a feedback form?

You can complete a feedback form after every contact with EPUT or select to feedback less frequently.

Will it cost me anything?

No, the Patient Experience Team will send you a pack of Mystery Shopper feedback forms and the prepaid envelopes in which to return them or the team will arrange for you to receive online versions which can be returned by email.

Will EPUT staff know it is me giving feedback?

The identities of Mystery Shoppers always remain confidential between the Patient Experience Team and the Chief Executive. Mystery Shopper feedback is anonymised by the Patient Experience Team and this means that your name will not be disclosed.
If staff members think they recognise you from the nature of the feedback they understand that your anonymity as a Mystery Shopper must be maintained and they must not approach you about the comments or make any reference to them or treat you adversely.

Aren’t these Mystery Shopper comments just complaints?

No, mystery shopping is about giving postive feedback as well as letting us know about where we need to improve our services. If a complaint is necessary then you will be contacted by the Patient Expeience Team and asked to submit a complaint through EPUT’s Complaints Procedure.  However you should not use the feedback forms to highlight urgent needs relating to your treatment or care. These issues should be discussed with your care co-ordinator, medical team or by contacting EPUT on the out of hours telephone number supplied by your team.

Alternatively you can contact the EPUT Patient Advice and Liaison Service on 0800 035 7935 who will help you resolve these issues.

How do I become a Mystery Shopper?

If you would like to join our team of Mystery Shoppers then just complete the form using the link on this page, or download the leaflet and complete the form on the back of that and return it using the freepost address provided. We look forward to welcoming you to the team. If you require further information or to sign up as a mystery shopper, please contact us using the details on the right of this page.