Webinar: What You Don't Know is Hurting You

How mystery shopping reveals the underbelly of the patient experience.

Reserve My Spot for the Webinar!

Webinar: What You Don't Know is Hurting You

June 11, 2019 12:00 PM CST

Reserve My Spot for the Webinar!

June 11, 2019 12:00 PM CST


In this thought-provoking, information-packed webinar, patient experience expert, Kristin Baird, will describe how mystery shopping helps to close gaps between the brand promise and the actual patient experience. 

Through case examples, Baird will describe how various mystery shopping methods can be used to diagnose service issues that hinder patient loyalty and create inconsistencies in the brand experience. She’ll spotlight the wide variety of issues that can be identified through mystery shopping, ranging from access to service and environmental issues, and the value of shopping competitors. 

Your Presenter

Kristin Baird

MHA, BSN, RN, President/CEO

Participants Will:

Explore pivotal moments of truth as patients come in contact with healthcare services and define how consumer perceptions factor into healthcare decisions. 

Examine 5 methods for mystery shopping and how the patient narrative creates a richer, deeper understanding of the patient experience.

Review how mystery shopping differs from the quantitative surveys, revealing the “why” behind the scores.

Hear how medical mystery shopping differs from other industries and steps Baird Group takes to mitigate risk.

Who Should Attend?

Anyone interested in ensuring that the patient experience consistently aligns with the brand promise, including: 

• Healthcare marketers and strategists

• Access managers

• Service line leaders

• Operations managers

• Patient experience leaders