Maintaining high standards

NPIS is committed to improving the quality of the support services it provides to professional colleagues. For this reason, it operates an active programme of monitoring and evaluation to establish that its services meet the needs of users. This helps to identity, anticipate, consider and resolve any issues that may arise, now and in the future.

Feedback from users

User satisfaction surveys are the principal means by which NPIS ensures the quality of its services. Questionnaires are sent to a random sample of callers to the telephone support service and posted on TOXBASE. A stakeholder feedback mechanism is also in place for consultant referrals.

Though, in general, the evidence from users indicates high or very high levels of satisfaction with the services, NPIS continues in its endeavours to develop and refine the support it gives to frontline NHS staff.

Telephone users

User satisfaction surveys have been carried out on the national telephone support service since 2002.

In that time, surveys show the general quality of the service has been maintained, with evidence of improvement in several areas. Respondents show a high degree of satisfaction in the way their questions are answered, commending in particular the politeness of staff, the confidence and relevance of replies, and the amount of information provided.

In general, the survey results give a picture of consistently improving levels of user satisfaction, with high overall ratings above 90% for all units.

Online users

Since 2009, NPIS has been conducting online quality assurance on TOXBASE.

Satisfaction scores are high, with 87% of responders scoring the service at either 5 or 6 out of 6. The majority found the service provided the information they required and was easy to use.

Feedback has been used to enhance the service, leading to improvements in the search facility and the frequently asked questions section. Comments and suggestions received online are fed back to the provider units.

Consultant referrals

Quality assurance exercises are conducted on all consultant enquiries to assess the effectiveness of the system. Questionnaires are distributed to callers and to the consultant dealing with the enquiry.

Though the numbers involved for such a specialised service are necessarily small (37 replies from enquirers were received in 2009/10), in general both callers and consultants and NPIS specialist in poison information rate the call referral service highly. Most callers think the advice given is relevant, useful, sufficient and inspiring confidence.

Teratology service

Questionnaires sent to a random sample of UK Teratology Information Service (UKTIS) users gave a high overall assessment. The majority of users (92%) rate the service as 'excellent' or 'very good'. Comments from respondents, for example on issues such as the advertising of the service and electronic communications, are proving useful and being fed back into the service.

Overall quality scores (with 95% confidence intervals) for 2004/5 to 2009/10 for the NPIS units, expressed as a percentage of respondents scoring 5 (orange) or 6 (blue) out of a possible 6

Last reviewed: 23 February 2011