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Customer Feedback Suggests Satisfaction With NIAID’s New Protocol Development Program

Thursday, October 11, 2012 — Poster Session IV

2:00 p.m. – 4:00 p.m.

Natcher Conference Center, Building 45




  • VS Sevastita
  • TJ Miller
  • DG Chaitt
  • SM Stallings
  • KG Young
  • SL Kopka
  • JF Pierson


Introduction: The Protocol Development Program (PDP) was instituted within the Regulatory Compliance and Human Subjects Protection Branch at NIAID to provide logistics and writing support to intramural investigators. Methods: A feedback tool was developed to collect data about customer satisfaction with PDP services. The tool was structured into 3 sections: one section to capture information about the users, a second section to glean satisfaction with PDP services via a series of 9 questions, and a third section intended for additional comments. Responses to the questions were rated on a 5-point scale, with 5 being the highest score possible. Results: Eighteen respondents have completed the customer feedback tool for 15 studies approved through 2011. Overall satisfaction with PDP services was rated with a score of 5.0. Most respondents (77%) were first-time users of PDP services with ≤5 years of clinical research experience. The main reasons for using PDP services were to receive assistance with protocol and consent documents, to hasten the protocol approval process, and for support due to a lack of resources. Predominantly positive comments were received for the narrative portion of the tool. Conclusions: Preliminary results suggest that investigators are satisfied with the PDP services received.

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