Mystery Shopper - Pharmacy Evaluation 2016 Report

The Mystery Shoppers Pharmacy evaluation project was carried out to evaluate the working of the pharmacies in the Hounslow borough.

Volunteers were recruited as 'mystery shoppers' to assess services in the community pharmacies. Evaluations were based on set criteria that included:

• Appearance
• Pharmacist availability
• Waiting time
• Attentiveness
• Professionalism
• Leaflets and website referrals

Objective

The objective of the evaluation was to find out the quality of pharmacies in the Hounslow borough.

By visiting 20 pharmacies in the three largest areas of the borough we would get an indication as to how effective they are at providing their services. By using the ‘mystery shopper’ method deployed in retail to assess quality of customer service and product knowledge, we could gain an insight into what the average customer experience is like when visiting pharmacies in the borough without the pharmacist knowing that they are being assessed.