Service evaluation
We carry out service evaluations to investigate how well current services or initiatives are working – for our staff and for our users.
Studies are generally designed to answer the question ‘What standard does this service achieve?’ Their aim is to produce internal recommendations for service development or improvement.
These recommendations are specific to the service evaluated. They are not meant to be applied to other areas.
How do we carry out service evaluation?
Service evaluations will often use questionnaires, interviews or focus groups with staff or users to explore opinions of a service. It also monitors how well a service meets its aims and how it might be improved.
The evaluation might also look at the outcomes and impacts of a service by looking at patient or call data.
Examples of service evaluation
Evaluations can cover any aspects of the service offered by NHS Direct – examples include:
- User experience of the online enquiry service
- An investigation into the role of pharmacy advisors in the call centres
- An evaluation of the web chat service for emergency contraception.
Findings:
- This proved to be a popular service amongst young people who liked the anonymity and speed of response.
- The service was also popular with young mums who found it difficult to use the phone if children were crying.
- The case study suggests that web chat is an effective medium for emergency contraceptive advice.
