It is recognised that it is difficult for people with communication disability to give feedback to health service staff. The group that developed the Making communication even better resource decided that mystery shopping would be a good way to find out whether health staff were supporting their communication and enabling them to access the services that they require and are entitled to. Funding was sought and gained from NHS Education Scotland for a small mystery shopping project.
20 people with communication disability were involved in the project which was coordinated by Talking Mats Limited and the Stroke Association Scotland. There were different aspects of the project – making phone calls, face to face visits and recounting personal experience . It covered the 14 Health boards in Scotland. The project report was named ‘Through a Different Door’ as this reflected the overall findings that people had highly varied experiences of interactions with health service staff ranging from the excellent and supportive to poor which had the further risk of endangering patient safety . Click here to read the final reports