Secret Shoppers in Healthcare

Abstract

Considerable resources are expended to change current practices and create patient-centered, evidence-based, and safer healthcare systems. Despite tireless efforts of administrators, significant differences still exist between the ideal and actual healthcare experience. Many patients feel the need to hire healthcare advocates to protect them from the dangers and discomforts of an inpatient experience. I ponder the lack of progress and speculate about the gaps. Considerable resources are expended to change current practices and create patient-centered, evidence-based, and safer healthcare systems. Despite tireless efforts of administrators, significant differences still exist between the ideal and actual healthcare experience. Many patients feel the need to hire healthcare advocates to protect them from the dangers and discomforts of an inpatient experience. I ponder the lack of progress and speculate about the gaps.