Strategies for Optimal Implementation of Simulated Clients for Measuring Quality of Care in Low- and Middle-Income Countries

by Anne Fitzpatrick, Katherine Tumlinson
Glob Health Sci Pract, January 26, 2017

7 pp. 202 kB
http://www.ghspjournal.org/content/early/2017/01/25/GHSP-D-16-00266.full.pdf+html

When properly implemented, use of simulated clients (“mystery clients”) can provide insight into actual experiences of real clients and evaluate quality of care. Successful implementation calls for recruiting mystery clients who represent the facility’s clientele, have strong recall of recent events, and are comfortable being undercover data collectors. Developing training protocols and checklists to standardize mystery client behaviour and responses is also key.

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