Sullivan Luallin

The first name in patient satisfaction!


Mystery patient visit results go beyond the surface details of a written survey report. They provide the “flavor” of the practice experience from an outside, objective observer. “Mystery patients”, identical to “mystery shoppers” in the retail world, help department managers reward staff members who go the “extra step”, and to “tweak” employee performance where necessary.

Our experienced assessment team works with physician groups in nearly every specialty to conduct on-site assessments including – but not limited to – our experiences with:

  • Receptionist telephone technique
  • Appointment availability
  • Information requested
  • Instructions/directions given
  • Practice environment
  • Entrance
  • Reception/information counter
  • Other patients’ interaction with counter staff
  • Waiting area/length of wait
  • Summon by nurse/medical assistant
  • Exam room ambience
  • Waiting time in exam room
  • Staff appearance/interaction
  • Physician (quality of time spent)
Check out:
  • Pricing/payment policies
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Your front desk and scheduling staff are the portal to your medical practice. Usually the first contact with patients is by telephone with these key people, and how these employees respond to callers can affect your group’s image, reputation, and bottom line.

There’s no better way to reinforce your customer service efforts than with calls to assess the phone performance of your patient contact staff.

Our affordable Keeping the Spotlight on Service™ mystery caller service includes random calls to evaluate the phone etiquette of your staff. Reports are sent to you or your site/department manager by e-mail within 48 hours.

Mystery Caller feedback will help you convey to staff members that:

  • they're being managed and monitored even when the supervisor isn't around; and
  • they'll be recognized for outstanding service when they've done well.

We conduct problem-solving calls, calls to specific departments and staff members, complaint registering calls, billing issues calls, etc.

And, our web-based Five-Star Telephone Etiquette training program complements the mystery caller service, providing techniques staff members can use to provide star-studded service to your patients.


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Our post-visit patient telephone interview program is an efficient and cost-effective way to maintain the momentum of your Customer Service initiative. We’ll contact your patients a few days after their appointment to obtain specific feedback on the performance of your providers and staff members.

We ask patients to answer a few short questions about their experience with your practice. Their responses help improve your quality efforts with specific departments, practice sites, or individuals.

We also tell you how to convert the findings into action plans that hold people accountable for their performance.


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