Evaluation of RDDirect: an innovative telephone research advisory service

RDDirect is a novel telephone help line which was established in response to national policy to improve research consciousness and capacity in the NHS. This regionally funded telephone referral service takes research enquiries from aspiring or experienced researchers, which are then "diagnosed" and directed to relevant sources of advice and information. The infrastructure for RDDirect includes a panel of research specialists, a Web site with links to relevant research resources, and a monitoring and follow-up system. The first year has been subject to both internal monitoring and evaluation and an external evaluation. Findings from both approaches show that user satisfaction was high, although uptake was low. Advisors were also satisfied, both with interactions with RDDirect staff and referrals received. The Web site was accessed far more than anticipated. A key area of concern is effective publicity for the service.