Table 3 Possible influencing factors, time and type of data collection
Possible influencing factors [Literature sources*] | Time of data collection | Type of data collection |
|---|---|---|
Districts of the CPs as an indicator of lower-income/higher-income [26] | Before the mystery call | Exact measurement by assigning the number of determined CPs to the respective districts |
Time of the mystery call [75] | During the mystery call | Exact measurement using the MCs’ watch |
Gender of the pharmacy staff [74] | During the mystery call | Estimate by acoustic impression of the MC |
Call attempts [52] | During the mystery call(s) | Exact measurement by number of call attempts |
Forwarding to other staff [42] | During the mystery call | Exact measurement by acoustic impression of the MC |
Call duration [44] | During the mystery call | Exact measurement based on the display of the phone of the MC |
Placed on hold after call acceptance [47] | During the mystery call | Exact measurement by calculating the start and end point of the waiting time using the MCs’ watch |