Mystery Shoppers Go Undercover to Check Out Healthcare, Hospitals and Senior Living Communities

Leading the way in hospital mystery shopping, healthcare mystery shopping and medical mystery shopping is Barbara Gerber, president of Devon Hill Associates LLC of La Jolla, California.
Devon Hill Associates harnesses the research power of mystery shopping to analyze and improve the patient experience in hospitals and healthcare organizations — and the marketing and sales effectiveness of senior living and long-term care organizations.

Proven Experience

For more than 20 years, Devon Hill Associates has employed hospital, medical and healthcare mystery shopping to identify barriers that stand in the way of patient satisfaction and an outstanding patient experience. Over the years, we’ve accumulated an extensive knowledge of best practices and industry standards that enables us to put our findings into a broad context for our clients, as well as provide a baseline to benchmark and monitor continued progress. Our clients include hospitals, health centers, clinics, rehabilition facilities and even health-affiliated facilities such as hospital-sponsored fitness centers and audiology offices.

Discover what we can do for your organization. »

Healthcare Mystery Shopping
brings clarity and understanding
to how healthcare providers are truly perceived by patients in critical performance areas.

Hospital Mystery Shopping
provides unbiased feedback about
how patients perceive access,
prices, quality, communication, service and safety.

Medical Mystery Shopping
offers detailed insight into
patients’ expectations of and
perceptions for their care.

Learn how our approach can help you get an objective evaluation of your current situation. »

Industry Expertise

Devon Hill’s unique Secret Patient service has been featured in The New York Times, Wall Street Journal, San Francisco Chronicle, Pittsburgh Post-Gazette and Los Angeles Times, as well as numerous other newspapers, Trustee magazine, California Medicine, Healthcare Forum Journal, Group Practice Journal — and other national and industry publications.

How to Get the Most out of Medical Mystery Shopping

“If an organization wants to be recognized for its exceptional clinical care and as a place with a passion for making every patient experience an outstanding one, then mystery shopping is a tool worth considering.”

To request our white paper, “How to Get the Most out of Medical Mystery Shopping,”  click here.

Want more information about our mystery shopping services? Feel free to contact us.

Devon Hill Associates LLC
1535 El Paso Real
La Jolla, CA 92037
Tel: 1-858-456-7800
Contact: Barbara Gerber


MSPA Advisory

©2015 Devon Hill Associates