Is this normal? Pat shares a recent hospital encounter where the receptionist chomped bagels and strawberry schmear while sporting long dangly earrings, a faux crystal tiara, a low cut top and colorful tattoos. Shocking but tolerable until she spoke rudely and abruptly. Could this really be the new normal?

Brooke Billingsley from Perception Strategies shares the concept of healthcare mystery shoppers and how these secret spies can help hospitals improve the patient experience.

mystery shopper