Top Marks for local Dementia Support Services
About the Mystery Shop
In a recent mystery shopper exercise, a team of fully trained volunteers and staff from Healthwatch Hertfordshire, the local health and social care champions, contacted HertsHelp. This is a phone service designed to give the people of Hertfordshire the help and support they need, the mystery shopper exercise focused on the Hertswise dementia services, which is led by Age UK Hertfordshire.
The task was to call HertsHelp pretending to be someone caring for a loved one with dementia. They then presented the call handler with a scenario – ranging from the simple to the complex – which would require the handler to probe to find out more about the person to provide the support necessary. Some of the volunteers really got into the role. These acting skills were not wasted, as they helped Healthwatch Hertfordshire to understand both practical advice, and the level of emotional support being given by the service.
But what were the results?
In a word: fantastic. The information and advice given was easy to understand and – for the most part – spot on, but more importantly on a human level, the call handlers were caring and supportive. Everyone who took part in the exercise felt a real connection; that the person on the other end of the line cared about them and their situation.
We’re really happy to have the opportunity to do this piece of work. Before we started we didn’t know how things would go, but it’s good to see that some of the most vulnerable people in the county are getting the support they need. We’re proud that through Healthwatch Hertfordshire members of the public are able to get involved finding out just how good services are. I think the results speak for themselves. We all know that times are hard, but this service proved that people do care.
Read the Report
