The fake patient debate

Ann Arbor News, July 9, 2008

Some healthcare organizations have started using "fake patients" who "mystery shop" the hospital or physician office experience, a tool that many retail stores use to measure how they're serving customers. The use of this tool in healthcare, however, has sparked a debate about whether these "fake patients" take away from doctors' time with real patients, and could prevent a truly sick patient from receiving timely care.


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