01
Appointment and accessHow easily a patient can actually get seenSector
Healthcare Research in Oman
Pharmacy, clinic and hospital experience measured with the discretion the setting requires.
In short
Does Quantum Gulf Marketing work in healthcare in Oman?
Yes. Pharmacies are already part of our retail audit channel coverage in the Sultanate, and clinic and hospital experience research sits within our mystery shopping and satisfaction practice. Healthcare requires more care than any other sector we work in: assessors never simulate a genuine medical emergency, never occupy clinical time that a real patient needs, and never seek treatment under false pretences. Scenarios are designed with the provider so the measurement is real without being irresponsible.
Healthcare requires more care than any other sector we work in. Assessors never simulate a medical emergency, never occupy clinical capacity a real patient needs, and never seek treatment under false pretences. We assess access, reception, waiting, communication, privacy and pharmacy counselling, and we do not assess clinical judgement. Where a question is genuinely clinical or concerns experience over time, we will recommend survey or interview research with real patients instead.
- Settings
- Pharmacy, clinic, hospital outpatient, contact centre
- Methods
- Mystery shopping, patient experience research, pharmacy retail audit
- Ethics
- No simulated emergencies, no consumption of clinical capacity
- Coverage
- All 11 governorates
What we measure
The things that decide this category.
02
Reception experienceRegistration, wait, and how the patient is treated03
Wait timeTimed against the appointment, at each stage04
CommunicationWhether explanation was clear, unhurried and understood05
Privacy and dignityWhether confidentiality is protected in practice06
Pharmacy counsellingAdvice quality at the counter, including referral07
Pharmacy categoryOTC distribution, facings and price in the channel08
Billing clarityWhether the patient understood what they were charged forQuestions
Common questions
Is mystery shopping appropriate in healthcare?
For access, reception, waiting, communication and pharmacy counselling, yes. For clinical judgement, no, and we will say so. We do not assess clinical decisions.
Do assessors take up clinical appointments?
Only where the provider has agreed it and capacity allows. We never simulate an emergency and never displace a patient who needs care.
Can you audit pharmacies as a retail channel?
Yes. Pharmacy is one of the channels inside our standard retail audit coverage in Oman.
Can you measure patient experience directly?
Yes, through survey and interview research with real patients, which is often the better instrument for anything clinical.
Is this compliant with patient privacy?
Assessors are not patients and collect no third-party patient information. Scenarios are agreed with the provider in advance.
Can you assess pharmacy counselling quality?
Yes. Whether the right questions were asked, the right advice given and a referral made where appropriate is all scoreable.
Start here
Tell us the question.
We will tell you how to measure it.
Send us the business decision you are stuck on. You will get a straight answer on whether research can settle it, what it would take, and what it would cost.