How we maintain our standards - Feedback
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 identify, anticipate, consider and resolve any issues that may arise, now and in the future.
Overall quality scores (with 95% confidence intervals) for the NPIS Units in 2010/11, expressed as the percentage of respondents scoring 5 (orange) or 6 (blue) out of a possible 6
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.
Questionnaires sent to a random sample of UK Teratology Information Service (UKTIS) users gave a high overall assessment. The majority of users (93%) 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 organisation.
Telephone users
User satisfaction surveys have been carried out on the National telephone support service since 2002. Annual surveys have shown that 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. In 2010/11, users gave the service a very high overall satisfaction rating, with 96% of callers across all the Units scoring it as 5 or 6, out of a total of 6 points.
Information from the NPIS Annual Report 2010/11
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