‘Mystery shoppers’ put services to test

A social services department in south Wales is recruiting local
people to become “mystery shoppers” to ensure their services are
accessible and relevant.

Under Monmouthshire social services department’s scheme, potential
“shoppers” have to be older than 50, live locally and have little
or no experience of using social care services.

Those chosen will be given situations that are often experienced by
people when they look for information about social care services.
This is usually when they are at their most vulnerable, and the
shoppers will replicate what it is like to try to make difficult
decisions at this time.

The project, which is being run in partnership with Age Concern
Gwent, also involves “shoppers” joining a newly developed service
quality panel.