Package for Mystery Audit Tool

MYSTERY OBSERVER TOOL FOR WA COUNTRY HEALTH SERVICE SITES Developed by Health Consumers’ Council WA & Funded by WA Country Health Service January 2007 WESTERN AUSTRALIAN COUNTRY HEALTH SERVICE MYSTERY OBSERVER TOOL Purpose The purpose of this exercise is to obtain ‘mystery’ feedback on the services offered by WA Country Health Services. The observations we are asking you to make will provide a valuable snapshot of services from a consumer perspective and assist in determining whether the health facility has a culture of offering consumer friendly services. Objectives The objectives are to assess information received, courtesy of staff, ease of access to facilities, the standard of reception areas and information materials. It is helpful to do the audit from the viewpoint of a consumer who is unfamiliar with the health service and perhaps is under stress. The information that is collected will be made available to the health service for them to use as part of their quality improvement activities Protocols • Observe privacy of staff and health consumers • Show respect for staff and health consumers • The service will be informed that mystery observation exercises are being conducted by members of the District Health Advisory Council but will not know the exact time and who will be doing it. • If you have made an appointment as part of this exercise that you do not intend to keep please ensure that you ...