Hertswise Mystery Shop Exercise 2018
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Healthwatch Hertfordshire mystery shopped the Hertswise dementia support service to assess the quality and effectiveness of the HertsHelp call handlers when answering calls from the public about dementia.
- Calls were answered promptly and included the name of the service and operator.
- Volunteers reported a high level of satisfaction with the quality of the calls and the information given.
- Volunteers felt that call handlers showed care, concern and empathy towards the caller.
- Signposting for simple scenarios generally met the expected outcomes and often included a variety of other groups and options to consider.
- Responses to complex scenarios still offered a number of solutions but did not always meet the identified outcomes. (Young onset dementia seemed to be the hardest condition to identify).
- For complex scenarios signposting could be more tailored to the immediate needs of the caller.
- Timing and amount of personal information requested prior to providing information needs to follow the wishes of the caller.