Care Home Mystery Shopping

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As the owner of a care home, you might not be aware that conducting a mystery shopper audit will be able to assist you with your resident journey from enquiry to admission.

The role of mystery shopping in care homes varies hugely, however, the services provided by a mystery shopper can be incredibly beneficial. Mystery shopping provides a deep-dive analysis into your resident journey and this can go on to aid the occupancy within your care home 

How is Mystery Shopping used within a care home and what are the potential benefits?

Due to the practicalities, visits and reports in this area are normally carried out on the basis of a member of our team posing as a 'family member' of a potential resident. Visits are best carried out on an unannounced “drop-in” basis (without a prior appointment) where possible. The Mystery Shopper will ask to be shown around, ask relevant questions, take in replies and make observations. The eye of a discerning outsider may identify issues that are cosmetic, but may also be able to highlight areas for improvement that are more substantial and likely to have a genuine impact on residents. Mystery Shopping can be useful here in terms of taking in all the observations that might be made by a potential “customer” including the key “sales” conversation that takes place on any tour of the premises.

Spark Care Mystery shopper audits consist of four stages stages:

Stage 1 – Discovery call – A discussion with you, the care home owner or mananger, to deep dive into your business.  The call will explore your business processes across the family’s journey from the first point of contact with your care home through to a care home viewing. 

Stage 2 – Enquiry by email and telephone - First point of contact is an email to the home from the website enquiry page to experience the customer journey, including response times, followed by a telephone call into the home – two calls are made to the home; one during the day and one in the evening or weekend. Full feedback will be provided and any areas for improvement will be highlighted. From experience, this is where a care home is most likely to miss an opportunity to 'win' a new resident. 

Stage 3 – Care home viewing - A member of our team will arrive unannounced at your care home, posing a family member of a potential new resident, looking to place their loved one in a care home. A comprehensive report will be provided including any missed opportunities to showcase your care home.

Stage 4 – Present findings - You will meet with our team to go review our findings. Discuss any improvements which could be made and ultimately increase your occupancy and enhance your prospective residents family's journey from enquiry to admission.