Mystery shoppers

As part of our commitment to improve patient experience, we operate a mystery shopper scheme. We recruit patients, relatives and carers to become mystery shoppers and share their experiences.

The mystery shopper scheme is an opportunity for you to provide feedback on the softer experience indicators that you might otherwise not be given an opportunity to comment on – these include atmosphere, staff attitudes and communication.

Your feedback on our services is extremely important to us. Mystery shoppers help us to understand your experience of visiting our hospitals and how this makes you feel. You can give us feedback after every contact you have with our service or less often, it is your decision when to provide feedback.

Staff will not know if you are a mystery shopper – your identity will be kept a secret.

Become a mystery shopper

If you would like to join our team please complete the application form below, download the leaflet or pick up a leaflet from our Information Desks or PALS offices. Complete the form and return to the Patient Experience Team, Queen's Hospital, Rom Valley Way, Romford, RM7 0AG.

Giving feedback

In order to provide feedback through the mystery shopper scheme, you must be registered with us. Once your training has been completed, you will be provided with paper questionnaires to submit your feedback in writing. There is also an online feedback form which can be completed and submitted online.

If you have feedback but don't want to get involved as a Mystery Shopper, you can still tell us about your care

If you are interested in helping our hospitals improve services for our local community, there are a number of ways you can get involved. For an informal discussion, please contact us at Patient Experience

Apply to become a mystery shopper

Your details

Note: Questions marked by * are mandatory

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Our improvement journey

We're working hard to provide outstanding care to our community, delivered with PRIDE.

Check out what we're doing to improve your local hospitals.

Read our improvement plans