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Hospital Mystery Shopper Program Romford

Have you been in hospital in Romford recently? Are you a regular visitor to the hospital? If you would like to share your good and bad experiences of hospital care, you could join the Hospital Mystery Shopper Program Romford.

The hospital mystery shopper program Romford collects honest feedback about hospital visits. Patients, relatives and carers who visit Romford’s hospitals can offer their feedback via the Mystery Shopper team. This improves care for Romford residents at the district’s two main healthcare facilities: Queen’s Hospital and King George Hospital.

About the Hospital Mystery Shopper Program Romford

The Hospital Mystery Shopper Program Romford is based at Queen’s Hospital, Romford. It forms parts of the Patient Advice and Liaison Service (PALS). The comments you make to the team are anonymous, so staff will see your comments but they will not know your name.  You can give as much or as little detail as you feel comfortable sharing. The program aims to improve care at Romford hospitals by understanding the patient experience better. Changes and improvements can be made at the hospital because of the information mystery shoppers provide.

What is a Mystery Shopper?

You might have heard of mystery shopping before. Mystery shopping is where a customer buys a product or uses a service, while acting as a secret reviewer. They are often paid expenses to cover their time, and they are a valuable part of the retail process. You might not know that mystery shoppers also report on public services. This includes the NHS.

Who Can Be a Hospital Mystery Shopper?

Absolutely anybody can apply to be a mystery shopper, as long as they live in or around Romford and they have used, or are likely to use, either King George Hospital or Queen’s Hospital. This includes patients, but also parents, carers and advocates. To apply, contact the Mystery Shopper Team.

Write to:

Patient Experience Team
Queen’s Hospital
Rom Valley Way


01708 503 466



How Does it Work?

Sign up with the Hospital Mystery Shopper Program Romford, and a survey form will be posted to your Romford home. This will include a pre-paid return envelope, because being a mystery shopper doesn’t cost you a penny.

Every time you visit the hospital, or have contact with the hospital, you should complete and return the feedback questionnaire. However, you are under no obligation to feed back about every visit, and so it is up to you how often you get in touch with the hospital mystery shopper team.

Can I Complain Through the Mystery Shopper Hospital Program?

The Hospital Mystery Shopper Program Romford requires honest information from its shoppers. If a mystery shopper has a bad experience, they should report it. Both positive and negative comments are helpful because they can inform hospital trusts on necessary changes. You should, therefore, report it if you have a long wait, or notice less than perfect hygiene standards, or feel your doctor was rude.

If your complaint is more serious, it may warrant investigation by the hospital, and further action. The Mystery Shopper Romford team will contact shoppers who raise serious concerns, and help you make a formal complaint if necessary.

Excellence in Care at Romford Hospitals

Romford’s Queen’s Hospital and King George Hospital both have extremely high standards of care. The mystery shopper program helps to maintain those high standards. Romford residents are proud of their NHS hospitals. Join the Hospital Mystery Shopper Program Romford today, and help make a difference to local NHS care.

For more information on services in the local area, Plumber Romford has created these helpful guides. We look for services that are especially relevant to the residents of Romford, and we provide detailed guides to those services. Check out the rest of our blog to find more articles on Romford healthcare and services.



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