MYSTERY CLIENT

For care sector businesses, the onboarding and admissions process is, fundamentally, a sales process. Our Mystery Client service allows care sector businesses to effectively analyse and improve their client onboarding and admissions experience. Our team will covertly assume the role of a prospective client, carefully analysing each step of the process to inform strategic improvements.

Why Mystery Client?

Do your frontline staff understand the importance of the admissions and onboarding process?

Customer experience is paramount when liaising with your prospective clients.

Even if your company has specific guidelines in place, monitoring this process in practice is often overlooked.

Our Mystery Client service gives you an upper hand in ensuring the entire process is as effective and encouraging for your clients as possible.

What’s involved?

Our care sector experts will assess your customer journey, from enquiry to follow-up, providing in-depth reports and strategic recommendations.

1. Enquiry Process

We will liaise with your staff to organise an on-site tour of your facility, analysing the process. We discuss purpose and strategy for your processes and guidelines to inform our strategic approach.

4. Competitor Benchmarking

We will undergo the same process with your closest competitors and compare the results to your report.

5. Reporting & Recommendations

We will record our findings and use them to inform recommendations to strategically improve your customer journey.

What do we measure?

We leverage our expertise and in-depth understanding of Aged Care Quality Standards set by the Australian Government Aged Care Quality and Safety Commission to provide specialised assessments, ensuring your facility exceeds these benchmarks.

1. Consumer Dignity & Choice

Ensuring your clients are able to act independently, make their own choices and take part in their community. 

2. Assessment & Planning

Ensuring planned care services meet each client’s needs, goals, and preferences to optimise their health and well-being.

3. Personal Care & Clinical Care

Ensuring safe, effective, and quality delivery of personal and clinical care.

4. Services & Supports for Daily Living

Ensuring planned care services meet each client’s needs, goals, and preferences to optimise their health and well-being.

5. Service Environment

Ensuring the service environment, furniture, and equipment support clients’ quality of life, independence, ability, and enjoyment.

6. Feedback & Complaints

Ensuring providers have an accessible, confidential, prompt, and fair system to resolve complaints.

7. Human Resources

Ensuring providers have and use a skilled a qualified workforce, sufficient to deliver and manage safe, respectful, and quality care and services.

8. Organisational Governance

Ensuring providers have an accessible, confidential, prompt, and fair system to resolve complaints.

Why CareCREATIVE?

Unlike others, our team has a unique advantage in that we specialise in care sector businesses, including aged care, disability care, healthcare, and child care. We pride ourselves on delivering high-quality, industry-specific analyses and recommendations to keep your business compliant and strategic in your admission and onboarding process.

Ready to get your story out there?

We are always ready to help care businesses enhance their design and marketing. Get in touch with our friendly team using the contact details below or fill out this form and we’ll reach out shortly.

Looking for something else?

We offer a comprehensive range of marketing and design services to suit your business’s needs. Check out some of our other services below.