Mystery Shoppers project – Healthy Respect, NHS Lothian
Summary
The Mystery Shoppers Project evaluated public health services offered to young people. Youth volunteers were recruited as 'mystery shoppers' to assess services such as drop-in clinics and community pharmacies.
Evaluations were based on set criteria that included:
- Ease of access
- Length of appointments and waiting times
- Conditions in waiting areas
- Friendliness of staff
- Quality and accuracy of information provided
Background
Healthy Respect wanted to find out what young people thought of sexual health services in Lothian. So youth volunteers were recruited as 'mystery shoppers' to evaluate services, including drop-in clinics and community pharmacies.
Why set up the service?
Young people are often wary about approaching a clinic or pharmacy for health advice.
The Mystery Shopper Project helped identify some privacy and accessibility issues in Lothian. For instance, one pair of shoppers was turned away from a pharmacy while enquiring about emergency contraception.
The mystery shoppers were told to “come back in half an hour.” The shoppers reported that no explanation was given for the dismissal. The staff member left the counter – making it impossible for the shoppers to ask any further questions. Some young people might not return after they’ve been turned away in the first instance.
Who is involved in the service?
Under the guidance of LGBT Youth, the mystery shoppers visited nine of around 40 drop-in NHS clinics in 2006. The clinics included the c:card free condom service and community pharmacies.
Designing the service
The mystery shoppers evaluated the services on criteria that they had developed. The criteria included ease of access, appointments and waiting times, the condition of waiting areas, the friendliness of staff, and the quality and accuracy of information provided.
Outcomes and learning
The 'shoppers' reported that sexual health services were not designed to meet the needs of young people. The services might actually deter them from seeking help. The problems identified included delays in being seen and a lack of privacy (particularly in pharmacies).
But the report also praised aspects of the services, including the quality of waiting rooms and the attitude of staff towards young people.
"Staff at pharmacies, clinics and youth centres were generally superb. Even where there were problems with other aspects of service, staff more than made up for this with professional, non-judgemental, attentive and friendly service."
Contact details
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