How we maintain our standards - 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. In general both callers and consultants rate the service highly. Callers indicate the advice given is relevant, useful, sufficient and inspiring confidence. Consultants regard the referrals as appropriate and the information provided as well presented.
Analysis of the consultant referrals is used to improve the services offered by the NPIS. Outcomes include additions and changes to TOXBASE entries that reflect user needs. Issues highlighted by difficult or complex calls are discussed further among NPIS staff by email or telephone at regular TOXBASE Editing Group meetings or at the NPIS CPD meetings.