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Central London Community Healthcare Mystery Shopping Project - LINk volunteers needed!

Central London Community Healthcare NHS Trust is the community healthcare provider in the borough of Westminster providing community and in-patient services.

CLCH has commissioned Westminster LINk to test the quality of front-of-house (reception) services at the sites where CLCH services are provided in Westminster.

ALL LINK VOLUNTEERS WILL GET FREE TRAINING AND A £25 SHOPPING VOUCHER ON COMPLETING TRAINNG AND MYSTERY SHOPPING

Read more below -

Why does CLCH want its services mystery shopped?

CLCH recently gave customer care training delivered to reception staff and wants to see how successful this has been. Before training happened there were issues around; the appearance of reception staff; lack of hearing loops and ability to fix them; staff being unwelcoming to visitors; unclear signage; a lack of knowledge of clinic services and impolite behaviour of reception staff.

What CLCH services in Westminster will be “shopped”?

Reception services in larger health centres (as identified by CLCH) will be shopped 2-3 times in-person and 2-3 times via telephone. Reception services in smaller sites will be shopped once in person and once over the phone.

What are shoppers looking for?

Good customer care; good communication; their privacy and confidentiality respected; good teamwork by CLCH staff and a clean and welcoming environment. Telephones answered promptly and politely and callers given the appropriate information or re-directed.

What is the commitment for each mystery shopper?

All shoppers will receive full training from Westminster LINk which will happen at the LINk office at 37 Chapel Street London NW1 5DP. Volunteers will be expected to attend a CLCH presentation at the LINk office outlining the project and what CLCH is looking for. Training will consist of half a day classroom and half a day practical training. The shopping will take place during April and shoppers will be fully supported during their shop.

What is the timescale?

Shoppers will be recruited in February; training will take place in March; the shopping of CLCH services will take place in April.

CONTACT US ON 0207 723 1216 or email westminsterlink@vawcvs.org to get involved