Mystery shopping report: an assessment of access to social care advice, information and support at Hull City Council See and Solve Hub
Download (PDF 559.33 KB)Summary of report content
ADASS commissioned Healthwatch Kingston Upon Hull to conduct a mystery shopping exercise at the See and Solve Hub in Hull to assess the service's effectiveness.
The mystery shopping exercise conducted at the See and Solve Hub at Bransholme Health Centre and partly the Hull CC out of hours revealed varying levels of service quality across different contact methods. The overall service was rated as "OK," with significant differences between in-person and other forms of contact.
Strengths - The face-to-face service received an "Excellent" rating (4.5/5), demonstrating exceptional customer service, comprehensive information, and a welcoming environment. The physical location was found to be modern, clean, and generally accessible. Staff were notably friendly and approachable during in-person visits.
Areas for Improvement - Telephone service was rated as "Poor" (2/5), with long wait times and insufficient information. Website accessibility received an "OK" rating (3/5), with navigation issues and scattered information.
Out-of-hours service showed limitations in providing comprehensive support and alternative contact options. The difference in service quality between in-person and other service delivery methods suggests an opportunity to standardise across all channels. By implementing these recommendations, the See and Solve Hub could work toward providing consistently excellent service regardless of how users choose to access it.