🏥 Hospital mystery audit · Patient experience

See your hospital through your patient’s eyes.

Your reports show bed occupancy and revenue. Your patients remember the wait at registration, the billing counter and how the nurse spoke to them. ARS mystery patients show you exactly what they experience — branch by branch, department by department.

💬 WhatsApp 97899 76662 📞 Call 98846 42837

6 touchpointschecked in every visit

Since 2010research by ARS, Chennai

3 languagesTamil, Kannada & English

100% privatefindings shared only with you

What our mystery patients check

📞

Enquiry & appointment

Phone and WhatsApp response, how fast calls are answered, accuracy of information and ease of booking.

📋

Registration & front office

Greeting, waiting time, queue management, signage and how clearly the process is explained.

🩺

Doctor consultation

Time with the doctor, explanation of diagnosis and treatment, courtesy and privacy.

💉

Nursing, lab & pharmacy

Nursing behaviour, sample collection, report turnaround, pharmacy stock and counselling.

🧾

Billing & insurance desk

Estimate transparency, cashless and TPA help, hidden charges and discharge time.

🧼

Hygiene & facilities

Cleanliness of waiting areas, washrooms and wards, drinking water, parking and accessibility.

📊 What your report looks like

Sample branch scorecard — illustrative only

Enquiry & appointment82%

Registration64%

Doctor consultation88%

Nursing, lab & pharmacy71%

Billing & insurance52%

Hygiene & facilities76%

How hospitals benefit

🔍 Find why patients go elsewhereMost unhappy patients never complain — they simply don’t come back.

⚖️ Compare branches fairlyThe same checklist and scoring across every branch, city and department.

🎓 Train staff on factsSpecific moments, times and observations your team can act on.

🏅 Support NABH & qualityIndependent evidence on patient-facing processes.

⭐ Protect your reputationFix issues before they become Google reviews and social media posts.

📈 Track improvementRepeat audits show whether training and process changes are working.

How it works

1Tell us your needsBranches, departments and the patient journeys that matter most.

2We build the checklistScored to your service standards and NABH requirements.

3Mystery patients visitReal visits and calls, supervised personally by our Directors.

4You get clear action pointsBranch-wise scores, observations and a debrief with your team.

🤝 Who we can help

Multi-speciality hospitalsHospital chainsEye & dental chainsMaternity & children’s hospitalsDiagnostic centres & labsClinics & day-care centresHealth insurers

Hospital websites — Chennai, Tamil Nadu & across India

Quick links to the official websites of leading hospitals in Chennai, Tamil Nadu and across India.

⚠️ Please note: ARS has not conducted mystery audits or any other study for the hospitals listed below. They are not our clients. The names are given only as a reference directory, and each link goes to the hospital’s own website.

ARS Market Research Services Pvt. Ltd. is an independent research firm. ARS has not conducted mystery audits or any other studies for the hospitals listed above; they are not ARS clients, are not affiliated with ARS and do not endorse ARS. Hospital names and links are provided for reference only. The scorecard above is an illustration, not real client data.

Healthcare & pharma research Mystery audit guide Patient satisfaction & NPS surveys Retail mystery shopping

Want to know what your patients really experience?

Tell us your branches and departments — we will suggest an audit plan. Fees on request.

💬 WhatsApp 97899 76662 📞 Call 98846 42837 ✉ admin@arsmrs.in

Hospital Mystery Audit & Patient Experience Research – India