Mystery Shopper Programme

As part of delivering our key values of openness and improvement we would like to recruit patients, service users and carers to be mystery shoppers for our services.

By telling us about your experience you could be helping us to improve the service we provide to everyone.

What is the Mystery Shopper programme?

Visitors using UHCW services are encouraged to get involved and confidentially share their experience with us to help influence improvements to our services.

What happens with my feedback?

Before your feedback is shared with anybody else it will be fully anonymised. Your feedback will then be shared with the department to highlight good practice and address any concerns.

What are the benefits to UHCW?

By providing your feedback you will allow us to better see our services from your point of view and in turn ensure patients have the best experience and care possible.

Is it different from other types of health service feedback I am asked to give?

Mystery shoppers give real time feedback right after you have experienced a service. Many other methods ask you to recall your thoughts at a later date which can be less reliable feedback and there can be delays in health services receiving results and taking action.

How do I take part?

If you want to take part then get in contact with our Patient Experience Team via email at involve@uhcw.nhs.uk, the team will be in touch with further information, or for an informal chat you can phone 02476 965 196.