CLINIC MYSTERY SHOPPING
Clinic Mystery Shopping
Hospital & Medical Service Audit
Thorough evaluation of reception service, wait times, doctor explanations, and facility hygiene from a patient's perspective. Surveyors familiar with visit procedures for internal medicine, dentistry, ophthalmology, dermatology, and cosmetic clinics actually receive care and evaluate over 55 items. Confidential photo-documented detailed reports contribute to review improvement, patient satisfaction, and branch quality standardization.
Get a Free QuoteWhat Is Clinic Mystery Shopping?
A mystery shopping service where surveyors posing as regular patients actually visit hospitals, clinics, dental offices, ophthalmology, dermatology, and cosmetic clinics, objectively evaluating reception service, wait times, doctor explanations, nurse response, facility environment, and billing.
Patient satisfaction at medical institutions directly impacts reviews and significantly affects new patient acquisition and retention as a primary care provider. However, staff tend to behave differently when the director is present versus absent. Mystery shopping accurately captures the "real patient experience."
Results are scored across 5 phases—reception, waiting environment, examination, explanation, and billing—and submitted as photo-documented reports. Understanding exactly where patients feel dissatisfied and satisfied provides concrete evidence for staff training and facility improvements.
Professional
Clinic Mystery Shopping
Objective Evaluation of the Entire Patient Experience
Comprehensive evaluation of every touchpoint patients experience—phone reservation, reception, wait times, intake, examination, doctor explanation, treatment, billing, and next visit guidance.
Quantify Doctor Communication Skills
Quantify doctor communication skills that patients value most—symptom listening, test explanation, diagnosis delivery, treatment plan explanation, and response to questions.
Facility Environment, Hygiene & Privacy Checks
Specialized inspection of environmental factors that tend to cause patient anxiety—waiting room cleanliness, signage appropriateness, privacy considerations, and restroom cleaning status.
Are You Facing These Challenges?
We solve your concerns about clinic and hospital patient satisfaction through mystery shopping.
Reviews say "poor reception service"
Negative reviews about reception staff are increasing. Warnings from the director have not improved things; want to understand the actual situation.
Patient numbers are declining
A new clinic opened nearby and patient numbers are declining. Want patient-perspective evaluation to identify what is lacking.
Many complaints about wait times
Implemented appointment system but wait time complaints persist. Want comprehensive improvement points including waiting environment.
Patients feel anxious about doctor explanations
Survey feedback includes "explanations are hard to understand" and "difficult to ask questions." Want objective evaluation of doctor communication.
Cannot assess branch clinic service quality
Opened multiple branch clinics but concerned about maintaining main clinic quality. Want to verify conditions at branches where the director is absent.
Want to know improvement areas after opening
Just opened and operations are not yet stable. Want a third party to identify improvement points from a patient perspective.
Clinic Mystery Shopping Case Studies
Here are actual case studies from clinic mystery shopping assignments we have conducted.
Comprehensive evaluation of reception and waiting environment
Reviews said "cold reception" and "uncomfortable waiting room," and the client wanted to improve. A surveyor visited as a regular patient, evaluating 55 items from phone reservation to billing—reception service, wait time, waiting environment, examination explanation, and billing. Interior photos were also taken under strict confidentiality.
Unified evaluation of patient experience across all 15 clinics
Operating 15 locations with varying review scores, the client wanted to quantify quality differences. Surveyors visited each clinic for checkups, evaluating 50 items across 6 categories—reception, waiting, hygienist service, doctor explanation, facility hygiene, and billing. All-clinic rankings and category comparison reports were created.
Survey patient experience from consultation to treatment
The initial consultation to contract rate was low. A surveyor visited as a cosmetic treatment consultation client, examining reception service, consultation thoroughness, pricing explanation clarity, doctor explanation quality, treatment satisfaction, and after-care follow-up in detail.
First-year operations verification after opening
The client wanted to verify whether operations had stabilized in the first year after opening. A surveyor visited as a regular patient, examining the entire process—web appointment system usability, reception service, examination explanation, doctor consultation, contact lens prescription flow, and billing.
Recent Cases
* For privacy and confidentiality, specific event names are withheld; only service names are listed.
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Key Use Cases
Internal Medicine & General Clinic Mystery Shopping
Are you facing these challenges?
一般クリニックでは「かかりつけ医」として患者に選ばれ続けることが経営の根幹です。受付対応の良し悪し、待ち時間の長さ、医師の話しやすさなど、患者の定着に影響する要素を院長自身では客観的に評価できません。
Family Romance's Solution
一般患者として実際に受診し、電話予約・受付対応・待ち時間・問診票の記入しやすさ・医師の説明力・処方の説明・会計・次回案内まで、受診体験の全工程を評価します。
Dental Clinic Mystery Shopping
Are you facing these challenges?
歯科医院は恐怖心を持つ患者も多く、安心感の演出が極めて重要な業態です。衛生士のカウンセリング力・痛みへの配慮・治療方針の説明など、技術面だけでなく心理面のケアが患者定着の鍵を握ります。
Family Romance's Solution
検診や治療で実際に受診し、受付・衛生士のカウンセリング・医師の治療説明・痛みへの配慮・院内の清潔感まで歯科特有の評価項目で調査。チェアサイドでのコミュニケーション品質も詳細に記録します。
Cosmetic Clinic Mystery Shopping
Are you facing these challenges?
美容クリニックはカウンセリングから施術の契約に至る導線が売上を左右します。高額な施術だからこそ、患者の不安解消と信頼構築が重要。しかし強引な勧誘は口コミ悪化を招きます。
Family Romance's Solution
美容施術の相談客として来院し、Web予約のUI・受付対応・カウンセリングの質・料金説明の明確さ・医師の説明力・施術内容の提案まで、美容クリニック特有の評価項目で調査します。
Clinic Chain Multi-Location Comparison Survey
Are you facing these challenges?
複数院を展開する医療法人では、院ごとのサービス品質のばらつきが最大の経営課題です。院長不在の分院で、本院と同等の品質が維持できているかどうかを確認する手段が限られています。
Family Romance's Solution
全院に調査員が同一条件で受診し、統一された評価基準でスコアリング。院ごとのランキングとカテゴリ別の比較分析レポートをご提出します。改善施策の効果測定にも最適です。
Why Choose Family Romance
Specialized Expertise in Medical Facilities
With experienced surveyors well-versed in visit procedures for internal medicine, dentistry, ophthalmology, dermatology, and cosmetic clinics, we use specialized evaluation items to contribute to medical service improvement.
Local Surveyors Available in All 47 Prefectures
With registered surveyors nationwide, surveys at rural and suburban clinics require no travel costs. We support medical corporation all-clinic simultaneous surveys, delivering consistent quality across all locations.
Prompt Delivery of Photo-Documented Detailed Reports
Within 5 business days, detailed reports including waiting room and facility photos. Scorecards across 5 phases—reception, waiting, examination, explanation, and billing—make problem areas immediately visible.
Perfect Confidentiality Track Record Since Founding
Confidentiality agreements signed with all surveyors. They naturally visit and receive care as regular patients, behaving normally in the facility—there has never been a report of discovery since our founding.
Clinic Mystery Shopping
If you have concerns about clinic or hospital patient satisfaction, anonymous consultations via email, phone, or LINE are welcome.
Pricing Plans
Per staff | Extension ¥2,500/30min
Option Price List
| Option | Unit Price | Unit |
|---|---|---|
| Photo-Documented Detailed Report | ¥5,000 | / person |
| Video Recording | ¥8,000 | / person |
| Rush Service (within 3 business days) | ¥5,000 | / person |
| Extension (per 30 min) | ¥2,500 | / person |
Price Simulator
Estimated Total
Base
* Transportation, ticket costs, and other expenses are charged separately.
* Please contact us for an official quote.
How It Works
First-time users can feel at ease. Our dedicated staff will support you confidentially from inquiry to service day.
Consultation
Contact us via email, phone, or LINE
Plan Proposal
We propose the best plan and provide a quote
Staff Selection
Photo confirmation available We select the best match
Contract
Payment after confirmation No hidden fees
Service Day
Our professional staff delivers flawless service
Client Testimonials
“They surveyed patient service from reception to billing. Getting candid patient-perspective evaluations of the waiting room environment and reception staff was invaluable. Improvement topics for our internal meeting were decided immediately.”
“We used this because we wanted patient-perspective evaluations. The thorough reports with photo-documented feedback are used directly as staff meeting materials.”
“We operate multiple clinics and commissioned this to standardize service levels across locations. Differences between clinics became clearly visible, providing the basis for deciding where to focus improvement efforts.”
Frequently Asked Questions
Do surveyors actually receive medical examinations?
Yes, they make appointments, visit, register, and receive examinations just like regular patients. Surveys are conducted through low-invasive visit types like health checkups. Examination fees are charged separately.
Will clinic staff find out?
There has never been a single report of detection since our founding. Surveyors visit as regular patients and behave no differently from ordinary patients in the facility. Notes are recorded after leaving.
Do you support cosmetic clinic surveys?
Yes, we support surveys for cosmetic clinics and cosmetic dermatology. We evaluate consultation quality, pricing transparency, and sales appropriateness using beauty medicine-specific criteria.
Are simultaneous multi-clinic surveys possible?
With surveyors in all 47 prefectures, simultaneous all-clinic surveys within the same week are possible. Inter-clinic comparison reports and ranking data are also provided.
Are doctor examination contents evaluated?
This does not evaluate medical diagnostic accuracy. We evaluate communication aspects from a patient perspective—explanation clarity, listening attitude, response to questions, and providing reassurance.
Is facility privacy management also surveyed?
Yes, important survey items include how names are called at reception, exam room soundproofing, medical record handling, and consideration for other patients.
Nationwide Coverage
We have registered staff in all 47 prefectures. We can arrange local staff anywhere in Japan.
47
Prefectures Covered
5,000+
Registered Staff
Kanto Area
Tokyo / Kanagawa / Chiba / Saitama / Ibaraki / Tochigi / Gunma
Kansai Area
Osaka / Kyoto / Hyogo / Nara / Shiga / Wakayama
Chubu Area
Aichi / Shizuoka / Gifu / Mie / Nagano / Niigata / Toyama / Ishikawa / Fukui
Kyushu & Okinawa Area
Fukuoka / Saga / Nagasaki / Kumamoto / Oita / Miyazaki / Kagoshima / Okinawa
Hokkaido & Tohoku Area
Hokkaido / Aomori / Iwate / Miyagi / Akita / Yamagata / Fukushima
Chugoku & Shikoku Area
Hiroshima / Okayama / Yamaguchi / Tottori / Shimane / Kagawa / Tokushima / Ehime / Kochi
Media Coverage
We have been featured in numerous TV shows, films, books, and international media.
FAMILY ROMANCE, LLC
ヴェルナー・ヘルツォーク監督作品。カンヌ国際映画祭公式上映。代表・石井裕一が本人役で出演。
レンタル×ファミリー
石井裕一の著書を原作とした劇場映画。2023年全国公開。家族代行の実態を描いた話題作。
人間レンタル屋
代表・石井裕一の著書（鉄人社刊）。
NHK
NHK総合・Eテレなど複数の番組で特集。代行サービスの社会的意義が紹介されました。
日本テレビ
情報番組やバラエティ番組で多数取り上げられています。
TBS
報道番組やドキュメンタリーで取材。代行サービスの社会的意義を深掘り。
テレビ朝日
ワイドショーや情報番組で特集。代行の実態に密着した企画が話題に。
BBC / CNN
BBC、CNN、ロイターなど海外主要メディアでも報道。日本独自の代行文化として世界的に注目。
FAMILY ROMANCE, LLC
ヴェルナー・ヘルツォーク監督作品。カンヌ国際映画祭公式上映。代表・石井裕一が本人役で出演。
レンタル×ファミリー
石井裕一の著書を原作とした劇場映画。2023年全国公開。家族代行の実態を描いた話題作。
人間レンタル屋
代表・石井裕一の著書（鉄人社刊）。
NHK
NHK総合・Eテレなど複数の番組で特集。代行サービスの社会的意義が紹介されました。
日本テレビ
情報番組やバラエティ番組で多数取り上げられています。
TBS
報道番組やドキュメンタリーで取材。代行サービスの社会的意義を深掘り。
テレビ朝日
ワイドショーや情報番組で特集。代行の実態に密着した企画が話題に。
BBC / CNN
BBC、CNN、ロイターなど海外主要メディアでも報道。日本独自の代行文化として世界的に注目。
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Important Notes
- 1Survey fees are per-facility surveyor personnel costs. Examination and testing fees are charged separately.
- 2Same-day extensions are generally not accepted. Please allow generous time when booking.
- 3Surveys are conducted through low-invasive visit types such as health checkups, screenings, and cosmetic consultations.
- 4This is not an evaluation of medical diagnostic accuracy, but a survey of patient experience and service quality.
- 5Survey reports are delivered within 5 business days of survey completion as a general rule.
- 6Survey results are objective evaluations based on facts and do not guarantee patient volume increase.
- 7Interior photography is conducted with full privacy consideration, ensuring no patients appear in images.
- 8For multi-clinic simultaneous surveys, survey timelines may vary depending on facility count and area.
- 9Clothing specifications are accepted free of charge. However, as outfits are staff personal belongings, some requests may not be accommodated.
Free Consultation & Quote
Consultations are completely free and strictly confidential.
For urgent inquiries, please call us at {phone}.0120-949-341