Become a mystery shopper

We are looking for committed and reliable volunteers to take part in our mystery shopper programme. This helps us test services at Guy's and St Thomas' and plays a part in striving for improvement. We are currently recruiting in this role to help us achieve this.

Mystery shoppers

These are trained volunteers who visit the Trust’s outpatient areas and some community-based services to get a snapshot of how well the areas are doing through 'mystery shopping'. They look at how staff in clinic receptions, waiting areas and some large public corridors communicate with, and help, our patients and visitors. Our volunteers will visit different areas of the Trust and report back on their experience.

What skills do I need to take part?

You don’t need any special knowledge of healthcare, but you should have experience of NHS hospitals or community services.

No special skills are required but you should:

  • be objective – able to look beyond your own situation and see things from the patient’s perspective
  • be observant – notice what’s going on around you
  • be reliable – able to attend the sessions you commit to.

Full training will be provided but basic computer skills would be helpful.

Most importantly, you must care about customer service and want to help make a difference to how we look after our patients.

The commitment

We're looking for people who can spare three to four hours per month, six times a year – it works out at less than an hour a week of your time.

When will the training take place?

To take part you will need to attend a half-day training course. If you are interested in taking part in either role then please send in an application form (Word 47Kb) and we will be in touch with details of the next available training dates.

Please note that these positions are unpaid. The Trust will be happy to reimburse travel and other reasonable expenses in line with Trust policies.

I would like to take part – what do I do next?

Please download and complete this application form (Word 47Kb) and send it to  

The wellbeing of those who volunteer and that of our patients and visitors is important to us. In applying to take part in this project, you may be asked to:

  • take part in an informal telephone interview
  • complete a confidential occupational health questionnaire – this will be reviewed only by the occupational health department
  • supply the name and contact details of a person who can provide a character reference
  • complete a volunteer agreement form; this is to ensure you understand your obligations – for example, to confidentiality and data protection.

For more information about the project please email Alternatively, you can call Mark Tsagli on 020 7188 9802 or Daryl Humberstone on 020 7188 7188, extension 53405.


For more information about becoming a mystery shopper email: