For the second year running, NHS Direct has commissioned Jigsaw Research, to carry out independent research into stakeholders’ opinions towards the Trust and its services. The study reflects NHS Direct’s ongoing commitment to listen to and act upon the views expressed by its partners in the development and delivery of its services.
Confidential interviews were held with senior management and clinical representatives from over 200 NHS organisations, including Strategic Health Authorities, Primary Care Trusts, Acute Trusts, Mental Health Trusts and Ambulance Trusts. 66% rated NHS Direct’s overall performance as good or better, up from 53% in 2009. Furthermore, the proportion rating the service as excellent or very good doubled from 13% last year to 27% this year.
NHS Direct is particularly keen to find out how well stakeholders feel the Trust communicates with them. 59% of respondents rated their communications positively, up from 30% in 2009. However, the research highlights there is still room for improvement, especially amongst the medical profession who currently don’t feel informed about what NHS Direct is doing.
Clearly, the swine flu pandemic posed a significant challenge for all NHS organisations during the last 12 months. However, almost three-quarters of stakeholders considered NHS Direct’s telephone and online services to be effective in reassuring the public and reducing the burden on other parts of the NHS. 86% of respondents were aware that NHS Direct had operated the National Pandemic Flu Service during the pandemic, and of these, 75% felt that NHS Direct had done a good job in this respect.
As part of the research, in depth, qualitative interviews were also conducted with representatives from a sample of national organisations, including the Department of Health and health charities.
For more information about the research please contact your Regional Director or Sarah Armitage, Corporate Marketing and Communications Manager at sarah.armitage@nhsdirect.nhs.uk
