Findings from the online user satisfaction survey
- The following graphs present quantitative data collected between April 2023 and March 2024 using the HRA online user satisfaction survey. This report does not include the free text qualitative comments - these are reported to the management teams in monthly reports.
- For the last reporting period (October 2023 to March 2024) 308 respondents completed the survey. Response rates have slightly increased from the last reporting period, with 303 respondents completing the survey for the reporting period April to September 2023.
HRA Overall Service
Figure 1 - overall mean satisfaction scores for the period April 2023 to March 2024.
Figure 1 maps the mean overall service satisfaction score for each month over the last year (April 2023 to March 2024). The chart details a relatively stable mean score - with the highest score in February 2024 (8.5). The level of satisfaction in March 2024 (8.0) was slightly higher than at the beginning of the 12 month period in April 2023 (7.9). The lowest score during the reporting period was 7.7 in both May and October 2023.
Users' experiences of different aspects of HRA Services
Figure 2 - mean satisfaction scores broken down by category for April 2023 to March 2024.
Figure 2 details the mean scores for the following areas: queries line, HRA website, IRAS usability, IRAS guidance, online guidance, decision tools and staff, over a 12 month period from April 2023 to March 2024. The mean scores fluctuate during the 12 month period in all areas. The highest mean score was for Staff in April 2023, February and March 2024 at 9.2. The lowest mean score was for IRAS Usability in April 2023 at 6.6.
Review and action taken in respect of the issues raised in the user satisfaction feedback report for the period October 2023 to March 2024.
The following section outlines the review and action taken by the HRA functions in respect of the issues raised by applicants through user feedback
HRA Approval
| Trend | Response |
| Duplication of effort relating to CAG and REC information | This is part of a coordinated CAG/REC pilot where the CAG form is testing new questions outside of IRAS. As part of research systems development, we expect that information relevant for both CAG and REC are asked once. |
| Studies not suitable for PR | Several studies booked for PR are deemed not suitable and transferred to full meetings which causes frustration with applicants. A pilot was run over the summer 2023 to remove PR screening after booking to determine the effects on applicants and REC review. From April 2024 applications will no longer screened for PR suitability and guidance and training will be provided to REC members to ensure reviews are proportionate and only where necessary referred to full REC for review. |
| Requests for information are not clear | Several comments from applicants in user satisfaction feedback relate to requests for further information not being clear, further analysis and training has occurred with the team to assist with creating greater clarity. Work is also ongoing to streamline the ethics review form completed by REC members in advance of the meeting to further assist with minute taking and clarity in requests for further information. |
| REC understanding of the study | Work is underway to develop a training plan for REC members. Part of the training needs analysis highlighted specific training in e.g. qualitative research, where members and applicants say there needs to be more understanding. The Member Engagement & Development team are working to develop this training in 2024/25 as a priority |
Integrated Research Application System (IRAS)
| Trend | Response |
| You told us that the IRAS system confusing and overly complicated. It is difficult to navigate and poses challenges for new users as it is not intuitive. | We’re working to transform our online systems, and bring improvements for researchers and all those who work with us. This includes IRAS, which people use to apply to do, and then manage, health and social care research in the UK. This work is likely to span the next few years, but we’re focused on making as much progress as possible in 2024. |
| You told us that the question set/s on IRAS are long and repetitive and sometimes they do not seem relevant to the research being carried out | We’re working to transform our online systems, and bring improvements for researchers and all those who work with us. This includes IRAS, which people use to apply to do, and then manage, health and social care research in the UK. This work is likely to span the next few years, but we’re focused on making as much progress as possible in 2024. |
HRA guidance and advice
| Trend | Response |
| Guidance is overwhelming (volume of content, complexity, use of jargon were noted) | We are continually looking for opportunities to refine our guidance content and improve usability. This is usually a balance between providing enough detail to support all our users through complex systems and processes while trying to keep content concise. However, we have limited functionality in IRAS to help structure content so this a factor in what we can do currently. This includes applying the IRAS tone and style guide when we are revising content to help improve consistency and reduce jargon. In the longer term, and as part of the work to transform our online systems, the aim is to make our systems more intuitive, which should reduce the need for guidance and provide improved functionality for guidance. |
| Guidance is difficult to find (not in obvious locations, more linkage / signposting needed, content in different locations) | Currently guidance is spread across different locations. In the longer term with the improvement of our digital services, we expect that some guidance will become redundant and in other cases we will have new functionality that will improve how we are able to provide content to our users so that is readily available when needed. In the meantime, as part of our ongoing review of guidance we look for opportunities to link guidance and improve journeys between our existing content. This is an ongoing process. |
| Guidance is helpful and supportive to new and infrequent users | We appreciate the positive feedback we receive from users. We regularly review the feedback that we've received and where there is specific feedback on content or we identify that some users are finding a process hard to navigate (for example some aspect of combined review) then we review and revise content. |
Website
| Trend | Response |
| Guidance and advice is located in a range of places, including the HRA website | Work with colleagues on targeted products and channels for different stakeholder groups, with clear user journeys |
| Too many acronyms | Continue to advocate for best practice which includes expanding acronyms the first time they are used on each page. Promote the glossary |
| Need a simple overview / quick start guide | Work with colleagues on effective communications products which complement existing guidance which can be complicated |
REC and CAG Chairs and members' feedback
Between October 2023 and March 2024:
- 33 Chairs/Members submitted completed feedback forms to the QA department for the reporting period; all were forwarded to the Health Research Authority (HRA) / Health & Care Research Wales (HCRW) / Devolved Administration (DA) staff for consideration and response.
- The comments received highlighted a range of topics including complimentary comments in relation to Staff, Chairs and Members, comments relating to workload and time commitment, as well as comments on difficulties on enrolling onto REC members training.
- All responses to feedback have been sent out for the reporting period.