A 'mystery shopper' project to evaluate sexual health and contraceptive services for young people in Croydon.

OBJECTIVE

The purpose of the study was to evaluate the accessibility of, and advice provided by, sexual health and advice services for young people in Croydon, UK using a 'mystery shopper' approach.

METHODS

Nineteen young people aged 13-21 years were trained as mystery shoppers. The group developed a set of standards, based in part on existing guidelines of best practice, that should be met when working with young people. The group accessed local sexual health services in pairs posing as genuine patients. Using one of four scenarios, the mystery shoppers assessed the service they received against the predefined standards.

RESULTS

The main access difficulties occurred in the reception area. Confidentiality was a major concern and was frequently not explained. The advice and information received was generally clearly given and with an appropriate level of detail.

CONCLUSIONS

Additional training and support needs to be offered to receptionists. Confidentiality policies and statements need to be more effectively communicated.