HRA User Satisfaction Report - October 2025 to March 2026

Findings from the online user satisfaction survey

The following graphs present quantitative data collected between April 2025 and March 2026 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 2025 to March 2026) 279 respondents completed the survey. Response rates have slightly decreased from the last reporting period, with 286 respondents completing the survey for the reporting period April to September 2025.

HRA Overall Service

Figure 1 - overall mean satisfaction scores for the period April 2025 to March 2026

The graph maps the mean overall service satisfaction score for each month over the last year (April 2025 to March 2026). The chart details a relatively stable mean score - with the highest score in March 2026 (8.5). The level of satisfaction in March 2026 (8.5) was higher than at the beginning of the 12 month period in April 2025 (8.0). The lowest score during the reporting period was 7.6 in July 2025.

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 2025 to March 2026

The graph 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 2025 to March 2026. The mean scores fluctuate during the 12 month period in all areas. The highest mean score was for Staff in February 2026 at 9.4. The lowest mean score was for IRAS Usability in August 2025 and October 2025 at 6.4.

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 April 2025 to March 2026

The following section outlines the review and action taken by the HRA functions 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 Operations

New Clinical Trials (CT) regulations

The Approvals service continues to prepare for the implementation of the new CT regulations. A series of documents and training is being/has been provided to support the transition to the new regulations.

Management and resourcing of seasonal Research Ethics Committee (REC)

The Seasonal REC provides significant additional REC resource during times of pressure and is incredibly well received by the research community and REC members alike. However, managing the Seasonal REC membership and resourcing has been challenging and involves additional administrative actions.

We have reconsidered the way the Seasonal REC operates, implementing a series of changes which we hope will reduce the administrative burden on chairs, members and staff, whilst still maintaining a dynamic additional resource across the REC service.

Clarify approach to reviewing Request For Information (RFI) responses

The new CT Regulation changes will mean that only one RFI can be issued per application or modification. This means the ‘response incomplete’ decision can no longer be issued to request further information or changes after the initial RFI response has been received.

The operational steps being introduced to manage RFIs will ensure that RFI’s are clearly identified and fully explained to avoid further back-and-forth and enable applicants to address concerns at the earliest stage.

HRA Approvals Support and Improvement

REC members have asked for more training on Artificial Intelligence (AI)

We held four live training sessions on AI and the recordings from these sessions have been uploaded to NIHR Learn. We have also distributed a Shared Ethical Debate on AI to help identify further learning needs. This is this just the start of an exciting journey into AI.

REC members have told us that they enjoy listening to their REC colleagues and taking part in discussions

We have designed the programme for the REC Development Days 2026 to include some sessions run by REC members, including group discussions.

REC members have asked to be informed (and consulted whenever possible) about changes to the RES

We have used our REC Development Days and Chairs' events to ensure that we keep members up-to-date, and consulted whenever possible, on the amended Clinical Trials Regulations. We've also ensured that every edition of the MIE from September 2025 has provided an update on all the changes being made to keep members informed.

Communications

It is not always easy to find the information that people need to complete an application using IRAS, because guidance is spread across a number of locations

The communications team is working with the UCD team to look at clear user journeys between products and services so that it's always easy to find consistent information that you need.

The HRA uses terms on its products and channels which are not always easy to understand

The communications team is working with SMEs in the organisation to refresh the glossary on the corporate website.

HRA Community Group, Community Committee and associated projects

Concerns over whether the HRA Community Committee was operating effectively

We’re changing how we work with our community of volunteers and public contributors to make sure that they have a good experience.

Following a review of the HRA’s Community Committee, which was established in 2023 to make sure that volunteer and public contributor experience is considered when the HRA makes decisions, the HRA Board has agreed to move to a new model.

Instead of a standing committee, a wider range of people will be invited to take part in targeted activities to support individual pieces of work, with feedback regularly collected and acted on.

Further information: https://www.hra.nhs.uk/about-us/committees-and-services/our-community-committee/making-sure-a-greater-diversity-of-people-inform-our-work-and-volunteer-with-us/

The planned review of the ways that the HRA receives feedback and is informed by this should consider making the way feedback is handled more visible - Community Committee steer

We have processes in place to capture and use feedback, which the Community Committee noted. The 2026 HRA Community survey gathered more detailed evidence about our Community's views on feedback - early findings suggesting that we have a strong culture of valuing the giving and receiving of feedback but there is less visibility over how this is used to inform the HRA's ways of working. These insights will inform our next steps, which may include action to ensure that the way that feedback is captured and used is more visible, including where it may not be possible to make requested changes or where these may take time (for example, the development of new digital services) through our communications and resources. The importance of making this process visible and ensuring that feedback is valued and used to inform our work will inform the development of our Target Operating Model.

HRA Community survey should be well-designed and conducted to capture meaningful insights to inform the HRA's work

HRA Community survey developed in-house working with subject matter experts who will use the findings to inform their work. For the first time this is capturing data UK-wide. Ensured that appropriate analysis will take place and will hold a number of workshops with Community members to inform the development of an action plan informed by the findings.

Knowledge and Learning Management

Staff learning opportunities

90 minutes to learn bulletin and webinars. Promoting online webinars run in house and webinars on NHS elect to encourage staff to attend self-development courses.

Fire safety mandatory training module

Created a new fire safety module that will replace the current mandatory training module on ESR. The current one is based around hospital staff and not fit for purpose. Module has been created and signed off, in the process of uploading and replacing the module.

Facilitated AI sessions for REC members

REC members requested more learning on AI to help them review studies coming through. More and more studies are including AI. Worked with the Approvals team to launch a 4 part series covering different aspects of AI with webinars from experts in their fields to help members feel more comfortable when reviewing these types of studies.

Corporate Governance and Risk

Low response rates on user satisfaction surveys

The survey has been reworked by a group of subject matter experts - reducing the question set and the introduction of a QR code to ensure the completion is easy as possible.

The introduction of the central library standard to uploading to the HRA central library

The introduction of the standard will improve the experience of the user, aid searches for policies/procedures, address accessibility requirements and ensure all policies/procedures undergo a QC check to ensure good document control.

New Business Continuity Procedures

In 2025/26 the HRA evaluated its Business Continuity systems and Pandemic and Emerging Infectious Disease Procedure in a national live pandemic exercise called PEGASUS. The key learning was to improve communications planning (including fallbacks for system outages). The HRA has now developed and published a Resilient Communications procedure.

Human Resources

Employee recognition scheme

Employee recognition theme, Spotlight, was launched in Autumn 2025 following 2025 staff survey data around feeling valued and recognised.

Staff buddy scheme

The Staff Buddy Scheme was launched in Autumn 2025 and was designed to help new members of staff settle into the organisation by connecting them with established colleagues who can provide informal support and guidance. This voluntary programme offers a relaxed, flexible approach to workplace mentoring. The scheme pairs new starters with existing staff members who volunteer to act as a friendly point of contact. Unlike formal mentoring programmes, this initiative focuses on creating informal connections that help new colleagues feel welcomed and supported during their early months with the organisation.

Employment Rights Act

Our policies at the HRA were reviewed in light of the new legislation and changes recommended. Bereaved Partners leave has been introduced to our Special Leave Policy and other key policies will be reviewed over the next 12 months to coincide with the phase in of the legislation.

Public Involvement

Payments policy

We have updated our payments policy to take into account feedback from staff and public contributors.

Staff support for involvement activities

Ensure enough resources to support meaningful public involvement at the planning stage of every activity.

Setting expectations for public involvement

Agreement under development with members of the public and staff that will be sent to all people who get involved with our work.

Corporate Portfolio Office

Capacity and Resource management

Further developed / improved the Resource Capacity Summary spreadsheet that captures capacity and demand across the HRA.

For 2026-27 we are including capacity adjustments for sickness, parental leave, vacancy factor etc. and for the Demand Business Case Pipeline.

Strategy delivery report outcome measurement

Development of outcome measurements to meet the request to include measures as part of the strategy.

Neuroscience for Projects and Change

Completion of the webinar series on Neuroscience for Projects and Change to meet the request for people to learn more about project and change management.

L & D have the feedback from the webinars to ‘measure’ the response / outcome as positive or negative.

REC and CAG Chairs and members' feedback

Between October 2025 to March 2026:

• 35 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.
• 34 responses to feedback have been sent out for the reporting period, with one outstanding (at the time of reporting).

User and Stakeholder Register

• A copy of the HRA User and Stakeholder Feedback Register is available on HRA Central Library.
• The register details feedback, through various channels (e.g. surveys, breaches, queries), along with a short summary, dates of collection and a contact for the subsequent results.
• The register is accessible to all members of staff and they are encouraged to use it to inform improvements and understanding of our users and stakeholders needs, requirements and expectations.