Health & Wellness
Quality of care begins long before the appointment and lasts long after the visit.
Overview
The health & wellness sector carries a unique responsibility — trust is not optional, and customer experience can have life-altering implications. From high-end clinics to boutique wellness centers, Secret Pilot helps ensure that every patient or guest interaction aligns with the standards of care and emotional reassurance people expect.
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Now also covering medical facilities, our audit tools support not only hospitality-centered wellness but also compliance-driven healthcare service environments.
Why it matters?
People choose health and wellness providers with high expectations — for professionalism, safety, empathy, and discretion. Whether it’s a spa guest or a medical patient, gaps in communication, delays in service, or insensitive staff behavior can quickly erode trust and damage brand reputation.
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Secret Pilot audits go beyond basic feedback. We detect inconsistencies in procedure, compliance shortfalls, unseen service gaps, and emotional barriers that silently impact the client or patient experience.
What we assess
Appointment experience and front desk interaction
Staff appearance, hygiene, and patient handling
Waiting area atmosphere and efficiency
Medical or wellness procedure flow
Staff-patient communication style
Emotional sensitivity and discretion
Post-visit engagement (follow-up, instructions)
Facility safety, privacy, and cleanliness
Accessibility and inclusivity
SOP compliance for regulated treatments
Sub-sectors we cover
- Beauty and wellness clinics
- Dental clinics and orthodontic practices
- Rehabilitation and physiotherapy centers
- Wellness resorts and holistic retreats
- Private medical centers and diagnostic labs
- Pharmacies and healthcare product retail
- Aesthetic medicine and dermatology
- Fitness & preventive health establishments
- Nutritional consultation clinics
Talk To A Specialist
Frequently Asked Questions
Are your auditors trained in healthcare etiquette?
Yes. We provide specialized training and briefing based on medical standards and discretion expectations.
Can audits include regulated treatments or sensitive procedures?
Audits can be planned around consultations, non-invasive procedures, or observation-based touchpoints. Invasive or confidential procedures are excluded unless explicitly agreed upon.
How is privacy managed during healthcare evaluations?
All assessments are non-intrusive and follow strict confidentiality protocols. Evaluators simulate real patient journeys without collecting sensitive medical data.
Do you evaluate pharmacies and retail medical stores
Yes. We assess customer experience, product handling, advisory behavior, and hygiene.
