A Guide to Improving LGBTQ+ Health Services Through “Mystery Shopping”

Assessing Quality of Care

Statistics show that LGBTQ+ individuals face heightened barriers to healthcare due to discrimination and a lack of cultural competency in medical settings. While steps like improving provider training, collecting SOGI (sexual orientation and gender identity) data, and collecting patient surveys are essential, how else can we assess the quality of care LGBTQ+ patients receive? One powerful tool is Mystery Shopping.

What is Mystery Shopping?

Mystery Shopping is a quality improvement method where trained individuals, or “mystery shoppers,” anonymously interact with healthcare services, posing as regular patients to evaluate service elements such as quality of care, staff performance, and adherence to necessary policies. Unlike traditional surveys, it provides real-time, unbiased insights into the true patient experience, uncovering challenges that may otherwise go unnoticed.

Inclusive, respectful care is a cornerstone of health equity. Mystery Shopping helps organizations ensure their practices uphold these values by identifying strengths, weaknesses, and inconsistencies in their care delivery. It provides actionable feedback that can guide staff training, improve patient interactions, and benchmark performance—all aimed at enhancing the quality of care for LGBTQ+ communities.

Our Mystery Shopping Guide walks you through every step of implementation, from planning and execution to analyzing results. The guide also features an exclusive case study showcasing Mystery Shopping’s effectiveness, along with a breakdown of its value and cost-effectiveness.

Start improving LGBTQ+ healthcare in your practice today. Download the guide below and take the first step toward meaningful, measurable change in your own practice.