Client satisfaction with the New Zealand National Poisons Information Service

A telephone survey of a random sample of callers to the New Zealand National Poisons and Hazardous Chemicals Information Centre (NPC) was undertaken to assess public satisfaction with, and knowledge of, the NPC and to determine whether the NPC was meeting the needs of its users. The response from a sample of 433 individuals (354 members of the general public and 79 health professionals) was 79%. Maori and Pacific Island people were under--represented in the sample. Overall the level of satisfaction with the NPC was high with 91% of the respondents finding the information they received very useful. If the NPC had not been available, 81% of the public would have sought advice from a medical facility and 59% would have visited such a facility. It was estimated that the NPC could be saving the public health services in New Zealand (NZ) up to NZ $1.3 million annually. It was concluded that the NPC was meeting the needs of current users, although greater public awareness and improved access are needed particularly for Maori and Pacific Island people.