Secret Shopper programme

Join our Secret Shopper programme

Our Secret Shopper programme is an opportunity for patients, relatives and carers to provide anonymous feedback on our services which will lead to positive changes within our hospitals.

What is involved in being a Secret Shopper?

As a Secret Shopper you will be asked to tell us about your experience of using our services at the Lister, QEII and Hertford County hospitals or the Mount Vernon Cancer Centre via our online feedback form. You may have been cared for as:

  • an outpatient
  • a patient having day surgery
  • a patient in A&E
  • an inpatient in our hospitals

You can tell us about any part of your care or treatment and you can submit your feedback each time you come to hospital.

Click here to take part in our Secret Shopper feedback.

If you’d prefer, paper copies are available. Call 01438 284378 to be sent a printed copy.

What happens to your feedback?

All feedback is submitted to the Patient Experience team. Our Secret Shopper feedback form won’t ask you for any personal details, but any details you volunteer to us will be anonymised. Your feedback will be discussed with the relevant hospital teams to see where improvements can be made or areas of good practice can be shared.

We feature regular updates on our “You Said, We Did” page, which details changes and improvements we have made following patient and carer feedback.

Personal care and treatment queries

If you have a specific query relating to your clinical care or treatment, this should be discussed with your nursing or medical team, or with the Patient Advice and Liaison service.

Secret Shopper feedback is anonymous so individual patient queries cannot be investigated. If you have concerns or complaints about your care or treatment we would encourage you to get in touch with PALs.  

Patients & Visitors