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NHS trusts to use 'mystery shoppers' to check on quality


It is a sad day when Trusts have to resort to such subversive tactics in order to audit quality. We already have masses of security cameras all over our hospital corridors and some ward entrances. To my mind in respect of quality of customer care this action reflects one of two standpoints. Either professional standards of clinical practice are falling as public expectation increases(the rise of patient complaints to the NMC could be an idicator) or Clinical Audit is failing to address the appropraite potential shortcomings in either care., practice or communication. Or perhapps it IS just time to dispense with the Governments Health Target policies. In a Culture of patients being seen as 'end products' in a production-line of care, little wonder patient's feel like comodities. With efficiency savings (which is financial clawback by another name) now affecting Staffing levels little wonder comments come from the profession like the one above. Isn't it time we did something to improve the care professionals possitive experience too?

Posted date

7 July, 2009

Posted time

10:44 am