Feedback from users - UKTIS quality assurance
Telephone enquiry service
Formal feedback on UKTIS is sought continuously from a random sample of telephone enquirers, with questionnaires sent out between one and four weeks after the enquiry. During 2015/16, 350 enquiries (17% of the total enquiries) were selected for quality assurance monitoring in this way. As of April 2016, 89 (25%) feedback forms had been returned, from a range of enquirers including GPs (47), pharmacists (20), hospital consultants (12), junior hospital doctors (3) and nurses (7).
Of the 89 responders, 9% had used the service more than five times, 49% had used the service between one and five times previously and 36% were first-time enquirers. Enquirer satisfaction scores demonstrated a 96% overall degree of satisfaction with the service (Table 1).
|Table 1. Summary of UKTIS telephone enquirer experience|
Constructive criticism was received from a small number of responders. As in previous years, the need to increase awareness of the service was raised more than once. One responder requested faster telephone answering, another shorter data collection forms. Free text comments suggested that where the information provided by UKTIS was rated as not being ‘relevant or useful’, this reflected the lack of available pregnancy data rather than a shortcoming of the service.
bumps leaflets and website
This year, telephone enquirer feedback forms included additional questions relating to the new bumps website. Sixty-three of the 89 healthcare providers who provided feedback having contacted UKTIS via the national telephone line were not aware of the new bumps website. Of the 22 responders who had visited bumps, six found the website ‘very easy’ to use, 14 ‘easy’ and two ‘neither easy nor difficult’. Ten responders reported that a bumps leaflet was available for the exposure they were interested in; eight reported that no leaflet was available at that point, with the remaining four responders regarding the question as ‘not applicable’. Thirteen respondents rated the information on bumps as being ‘about right’, with none assessing it as too detailed or not detailed enough.
Spontaneous feedback was also received from 39 visitors to the bumps website via the e-feedback form, 79% of whom resided in the UK. Fifty one per cent of visitors providing feedback were not healthcare professionals and, although the remaining 49% were healthcare professionals, a number were pregnant themselves with only 23% of users providing feedback classifying themselves as ‘not pregnant’. Of this group, 19 regarded bumps as ‘very easy’ to use, 13 as ‘easy’, seven as ‘neither easy nor difficult’ and one as ‘difficult’. All but two users provided free text comments, the majority of which were requests for information on exposures not yet covered in the bumps leaflets or positive feedback on the information found.
BOX 1 provides end-user feedback on the UKTIS and bumps, collected via UKTIS questionnaires and from website visitors.
Box 1. UKTIS and bumps end-user feedback
“I am so glad I found this (bumps) website as at the moment me and my partner are trying to conceive and I have a number of (quite minor) health problems for which I take regular medication. The information here is much more detailed than on any other comparable website and makes it easier to make informed decisions, whilst the language is still clear and simple for people like me who are not scientists!” (spontaneous via website)
Information from the NPIS Annual Report 2015/16.