Client: Oasis Dental Care
Sector: Healthcare / Dental Services
Services Used: Mystery Shopping, Performance Scoring & Insight Reporting
The Challenge
Oasis Dental Care wanted to better understand how its brand was being delivered across its national network of practices, with a focus on patient experience, staff communication and professional standards.
They needed a reliable, repeatable way to monitor service quality and highlight areas for coaching, while also recognising excellence across the group.
Our Solution
Tern developed a tailored mystery shopping programme that assessed key elements of the patient journey, from the initial enquiry call to the in-practice experience.
Each visit was scored across 24 performance areas, giving Oasis a consistent, data-led view of how practices were performing. Results were delivered through a structured online dashboard, with trend tracking and benchmarking to support quality improvement across the estate.
Results
- 23/24 areas achieving average score over 70%
- 5 consecutive quarters where 'Knowledge' section improved