“Secret shoppers in LTC,” by Eleanor Feldman Barbera, McKnight’s LTC News

“Posing as customers, ‘secret shoppers’ deliver the inside scoop to management about their experiences with various service providers. They can be invaluable to management in all kinds of situations, including long-term care, though there are special challenges there. … Even leaders who regularly walk the floors of their facilities know that the interactions between workers and their charges are different when senior managers aren’t observing. Discovering details of the day-to-day experiences of residents, families and staff can offer valuable insights that improve care quality, increase satisfaction and make a facility a better place to live and work.”

 

LTC Comment (from Stephen A. Moses, President, Center for Long-Term Care Reform):

Where do you go to recruit a nursing home “secret shopper?” Another nursing home?