Mystery Shopper Scorecard

Staff greeted patient within 10 seconds of arrival

Staff made eye contact and smiled warmly

Staff stood or leaned forward to show attentiveness

Staff appearance was professional (uniform, grooming, badge)

Area was clean, organized, and welcoming

Staff used patient's name during greeting

Greeting was warm and genuine, not scripted-sounding

Staff gave undivided attention (no phone, no side conversations)

Staff introduced themselves by name and role

Introduction conveyed competence and confidence

Staff provided clear time estimate for the process

If waiting required, staff explained reason and estimated time

Staff provided updates if process took longer than expected

Staff explained procedures/next steps clearly

Staff avoided medical jargon or explained terms used

Staff asked if patient had any questions

Staff provided clear directions/wayfinding assistance

Staff thanked the patient sincerely at the end

Staff mentioned next steps or follow-up clearly

Farewell was warm and personalized

Waiting area was comfortable with adequate seating

Complimentary amenities offered (water, tea, tissues)

Patient privacy was maintained throughout

Temperature and lighting were comfortable

Noise level was appropriate and not disruptive

When issue raised, staff listened without interrupting

Staff showed genuine empathy and understanding

Staff apologized sincerely without being defensive

Staff took immediate action to resolve the issue

Staff thanked patient for bringing issue to attention

Would you recommend this department to others?

Would you feel comfortable returning?

Did the experience feel premium/hotel-like?