Find out where the clinic is losing patients

For an objective assessment of service quality, we recommend the MIDI package (15 calls). This allows you to:

• evaluate and compare several receptionists (usually 2–3 people);
• evaluate different time intervals (morning, afternoon, Friday, beginning/end of the week);
• test 3 different scenarios (A: price inquiry, B: scheduling an appointment, C: specialized services);
• distinguish a systemic problem from a random occurrence.

MINI (10 calls) is suitable for an initial diagnostic check when you do not yet know if the problem is systemic. With fewer than 3 calls, you will not be able to identify any patterns.

No. The prices listed are the mystery shopper fee for evaluating the treatment visit. The cost of the treatment itself is reimbursed by the clinic according to the clinic’s price list.

Example – 1 treatment visit:

• Mystery shopper fee: €40 (included in the research package)
• The procedure itself (e.g., professional dental hygiene): €80 (reimbursed by the clinic, e.g., via a gift voucher)
• Total: €120

This is done because the mystery shopper must purchase the actual service—only then is it possible to objectively evaluate the patient’s full experience (the doctor’s behavior, the course of the procedure, additional offers, and the farewell).

Yes – this is a standard part of the Custom Package (designed for clinic networks). There are three possible scenarios:

• Comparative Study – the same methodology across all locations; you receive a comparison matrix (“which clinic performs best, where is consistency lacking”);
• Specialized study – unique scenarios tailored to each location (e.g., professional dental hygiene at one, a comprehensive examination package at another);
• Phased study – starting with testing at one location, followed by expansion.

During the consultation, we will work with you to define the most appropriate scope based on your clinic’s specific needs and prepare a commercial proposal.

The duration depends on the package:

• MINI – 1 month
• MIDI – 2 months
• MAXI – up to 3 months
• Custom – depending on scope (usually 1–6 months)

The duration includes three stages:

1. Preparation (1–2 weeks) – goal alignment, scenario development, training of mystery shoppers;
2. Conducting the research – calls and visits at the agreed pace;
3. Report and discussion (~2 weeks) – data analysis, systematization, and presentation to management during an online meeting.

You will receive five specific results:

• A structured report (PDF + interactive version) – including a patient touchpoint matrix, stage evaluations, and overall scores;
• Qualitative insights – not just numbers, but specific examples (“Call #7 was disconnected at 0:42 min. because the receptionist…”);
• Mystery shopper comments for each specific situation.
• Specific recommendations for the team – what to change, how to train, what to add to scripts;
• Video debriefing with the clinic director – a live presentation of results, answers to questions, and the formulation of a 30–60-day action plan.

Yes – this is a key factor in the study.

• Mystery shoppers behave like real patients – the reception desk, doctors, and other team members are unaware of the study;
• The only person at the clinic who knows about the study is the clinic director or the designated project contact person;
• The identities of mystery shoppers are kept confidential—not even the director knows who specifically will be conducting the assessment;

This anonymity ensures objective data. If employees knew they were being evaluated, their behavior would change—and we would get skewed results.

Yes – this is a standard part of the survey, included in the MIDI and MAXI packages.

Call phase (all packages):

• receptionist’s tone and empathy;
• quality of responses to questions about prices, appointment times, and specialists;
• whether an appointment time is offered (active selling).

Appointment stage (MIDI and MAXI):

• Quality of on-site reception service – cleanliness, order, patient consent, waiting time;
• Doctor’s consultation – introduction, clarification of needs, presentation of services, active selling, empathy, offer of a follow-up visit;
• Procedure experience (MAXI) – informing the patient about the process and during the process, quality of the procedure, professionalism, offering follow-up services.