One of the most frequent comments we get back from the users of the NLH Q&A Service is the speed of our responses. With significant changes likely to happen in the next 3-6 months I thought it was important to record a few process outcomes. This will provide a worthwhile comparison once the changes have bedded in.

Feedback

In our feedback forms (sent with each answer) we ask a number of questions, the two are most important relate to how they rate the service and whether they would use it again. Below are the two questions we ask with the results underneath.

1) Are you likely to use NLH query answering service again in the future?

  • Definitely Not – 0%
  • Unlikely – 0%
  • Maybe – 4%
  • Likely – 8%
  • Very likely – 88%

2) Overall, how would you rate the NLH Q&A Service:

  • Poor – 0%
  • Below Average – 0%
  • Average – 4%
  • Good – 13%
  • Excellent – 83%

It’s worth pointing out that the vast majority of the relatively poor responses coincide with when there is no real evidence. I’m assuming there is a feeling that we haven’t answered the question.

Timeliness

We pride ourselves in the high-level of service we provide. As highlighted above we receive very positive feedback from the users of the service. An important aspect of the Q&A service is getting the answer to the clinician in a timely manner. Using the same feedback as above 100% of users report getting their answer back quickly enough. But we’ve analysed the actual turnaround times for the last 6 months:

  • less than 6 hours – 20.2%
  • 6-12 hours – 43.4%
  • 12-24 hours – 16.4%
  • 1-2 days – 15.8%
  • 2-5 days – 3.6%
  • 5+ days – 0.6%

The above figures are based on time we receive the question to time of posting the answer.

So what we’ve created, and I hope continues, is a very quick, very well received Q&A service.

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