Findings from the online user satisfaction survey
The following graphs present quantitative data collected between April 2024 and March 2025 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 2024 to March 2025) 274 respondents completed the survey. Response rates have slightly decreased from the last reporting period, with 293 respondents completing the survey for the reporting period April to September 2024.
HRA Overall Service
Figure 1 - overall mean satisfaction scores for the period April 2024 to March 2025.
Figure 1 maps the mean overall service satisfaction score for each month over the last year (April 2024 to March 2025). The vertical axis shows the score out of 10 and the horizontal axis shows the month and year that the mean score was reported.
The chart details a relatively stable mean score - with the highest score in September 2024 (8.4). The level of satisfaction in March 2025 (8.4) was higher than at the beginning of the 12 month period in April 2024 (7.9). The lowest score during the reporting period was 7.7 in July 2024.
The data for each month is available in a separate file.
Download a csv file for graph data from figure 1.
Users' experiences of different aspects of HRA Services
Figure 2 - mean satisfaction scores broken down by category for April 2024 to March 2025.
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 2024 to March 2025. The vertical axis shows the mean score out of 10, and the horizontal axis shows the month and year the score was reported.
The mean scores fluctuate during the 12 month period in all areas. The highest mean score was for Staff in June and December 2024 at 9.2. The lowest mean score was for IRAS Usability in July 2024 at 6.9.
The data for each month is available in a separate file.
Download a csv file for graph data from figure 2.
Review and action taken in respect of the issues raised in the user satisfaction feedback report for the period October 2024 to March 2025.
The following section outlines the review and action taken by the HRA in respect of the issues raised by applicants through user and stakeholder feedback (this includes sources of feedback detailed in the User and Stakeholder Register) in addition to monthly user satisfaction.
HRA approval
New Clinical Trials regulations
Operations continues to support the work towards implementing new CT regs this includes, adherence to new timelines, terminology for amendments and transparency requirements. In addition, the team is supporting planned changes to current Governance Arrangements for Research Ethics Committees (GAfREC), with a full review of our Standard Operating Procedures for RECs against potential changes to GAfREC triggered by the new CT regulations.
Requests for information are not clear or are not delivering a quality service
Continuous work is built in to regularly review applicant feedback and discuss strategies to address this where possible. Work is in progress around the clarity of requests for further information, which is a recurring comment. Overall, however, user satisfaction for the operations team is relatively positive and the team continues to receive regular feedback directly from applicants and REC chairs in recognition for their good work and support provided for the application and review process.
Integrated Research Application System (IRAS)
You've told us that the IRAS form is complex with the questions being repetitive and not always appropriate to the study
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 this year. We are currently carrying out testing with users to help us get the design of the service right, you can sign up if you would like to get involved.
You've told us that the IRAS system is not user friendly and you find it difficult to navigate both the system and the process itself
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 this year. We are currently carrying out testing with users to help us get the design of the service right, you can sign up if you would like to get involved.
You've told us that the document upload process is confusing in standard IRAS as you can upload to two different locations, and you find it onerous to complete all the information associated with each individual document
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 this year. We are currently carrying out testing with users to help us get the design of the service right, you can sign up if you would like to get involved.
HRA guidance and advice
Prior to the new year the guidance team were receiving a lot of queries and feedback regarding requirements for IVDR research taking place in Northern Ireland
Working with the EU IVDR task and finish group the guidance team worked to edit the existing guidance to address the gaps in our information that enquirers frequently got in touch about. This was published after the new year and has resulted in a noted sharp drop off in queries received relating to NI IVDR studies (both by our query lines, Northern Ireland colleagues and the MHRA).
Guidance team receive a high number of queries relating to social care research.
Working with members of the approval ops team the guidance team have updated the existing guidance and produced a new FAQ page for IRAS to provide more information around social care research in all 4 nations. However publication of this updated guidance has been delayed due to ongoing discussion in Wales about the remit of Welsh RECs to review this type of research.
Guidance for new Clinical Trials regulations - what the new regulations will mean for sponsors and how processes will need to change
Working with members of the Approvals directorate, Policy and Partnerships directorate and MHRA guidance has been produced to outline the changes introduced by the new CT regs. This guidance is drafted and is currently out for comment with external stakeholders and should be published in May.
REC and CAG Chairs and members' feedback
Between October 2024 and March 2025:
- 43 Chairs or Members submitted completed feedback forms to the Quality Assurance 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 and chairs and member training/development days. In addition, comments were received relating to possible improvements to HARP functionality and a number of negative references to workload and online meetings.
- 42 responses to feedback have been sent out for the reporting period, with one outstanding (at the time of reporting).