When James Loden, an ophthalmologist, recently peered into a patient's eyes, he was evaluating her for laser surgery to correct her vision. But her eyes were sharp enough to have already scanned Dr. Loden's Nashville, Tenn., office, noting a small water stain on the ceiling in the hallway, the technician's missing name tag, and that exactly 55 minutes elapsed between when she came in the door and when she was seen.
This patient, armed with a quick smile and a hidden tape recorder, was actually a "mystery shopper" from a service paid by Dr. Loden to evaluate his own office. After her appointment, she sat in her car and jotted down notes for her employer, Las Vegas-based Examine Your Practice, which then reported back to Dr. Loden on the experience.
Read the rest of the CareerJournal article here.
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