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Insights and Intelligence from Secret Shopping

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Insights & Intelligence from Secret Shopping

1 hour Audio and Power Point Presentation

Recorded September 24, 2015

Learning Objectives:

  • Recognize that what you don't know, can hurt you
  • Define moments of truth and how they influence consumer trust
  • Examine methods for differentiating your center from the competition
  • Hear case examples of studies that shed light on what improvements must be made.
  • Explore additional research methods to assess urgent care

Disclosures: The above faculty has no relevant financial relationships to disclose.                                            

Faculty Bio:

Kristin Baird, RN, BSN, MHS

Kristin Baird is a nationally recognized thought leader in the patient experience and service excellence. With over 35 years experience as a nurse and healthcare executive Baird is president of the Baird Group, a consulting and mystery shopping firm that helps healthcare organizations transform culture and shape the patient experience. She has authored five books and over 200 articles on customer service, leadership and employee engagement. Baird has developed a unique methodology for medical mystery shopping used in urgent care and ERs to inpatient units and home health. Baird is known as healthcare’s customer service guru. In 2009, she was appointed by the Secretary of health as an adviser for the National Health Service Corps and served through 2012.


Credit Information:

Designation Statement
The Urgent Care Association of America designates this enduring material activity for a maximum of 1 AMA PRA Category 1 Credit(s)TM. Physicians should claim only the credit commensurate with the extent of their participation in the activity. 

Accreditation Statement
This activity has been planned and implemented in accordance with the Essential Areas and Policies of the Accreditation Council for Continuing Medical Education. Credit for this course is good for 1 year after purchase.

Urgent Care Management Certificate 

Earn 1 UCMC credit in Marketing & Communications by listening to this recorded session.

Submitting for Credit:  

If you would like to submit for either of the credit above, once you complete the activity you must submit for credit you will need to complete the 5 question exam.  You must answer 3 out of 5 correctly to receive credit.  Your credit will be placed in your profile under Professional Development or click on "My Credits".  Email with questions.  

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