Skip to main content Skip to footer

Surveys and research

We want our customers and service users to help us review and develop our services. To do this, we carry out research so we better understand the needs of our customers and improve their experiences.

There are lots of different ways that you could get involved, including completing surveys or volunteering for our research panel.

You can find out how we use your information when you take part in research.

Our research panel

We strive to continually improve the way we design and run services for our customer groups, including: 

  • our users - anyone who uses our services, from a member of the public to clinical providers
  • internal customers - our NHSBSA colleagues
  • our commissioners - anyone who commissions a service from us, for example, NHS England or the Scottish and Welsh Assemblies
  • our sponsor - we are accountable to the Department of Health & Social Care

To help achieve the promises and agreements set out in our Customer Charter, we regularly carry out research so that we can better understand the needs of our users to help plan improvements to NHS services. To get involved, you can sign up to be part of our research panels where you can be invited to take part in research with us. This could include taking part in surveys, group sessions, informal interviews, testing, or diary studies - over the phone, online, or face-to-face. You must be at least 16 years old to join our research panels.

There are 2 research panels of people who have signed up to help us with this research, which you can join using these links:
The NHSBSA Citizens PanelAs a member of the public, you could join the Citizens Panel to support us in research about NHS services, including providing feedback on your expectations and experiences using these services, or testing services before they go live.

The NHSBSA Professionals PanelOur Professionals Panel supports us in carrying out research with those who work with our services or systems in their job role so that we can better understand the needs of our users to help develop and improve NHS services. This includes medical, dental, and pharmacy staff as well as those working in local authorities, charities, and retail.

Storing your details

All contact details and information supplied by research volunteers will be stored in accordance with the Data Protection Act 1998.

We'll store and process your information, adhering to strict rules to protect the personal data under our control. 

You can read more about this in our Data Protection Policy

We'll only use your details to contact you about research opportunities and not for any other purpose. 

Occasionally, we may work with our research agency to help us conduct interviews or focus groups. They work to the 'Market Research Society Code of Conduct' and will not use your details for any other purpose. 

Your details may be shared with related organisations such as the Department of Health or NHS England, for research invitations related to our services. 

We'll store your details for two years, although you can contact us at any time before that to have your details removed.

Leaving the panel

You can withdraw from the research panel at any time by emailing us at

Terms and conditions

We respect your right to confidentiality and anonymity. 

Evidence collected from our research will be reported anonymously. It will not be possible to identify you individually from your responses. 

Your contact details may be shared with our research agency for the purpose of the stated piece of research only. 

Your details will not be shared with any other third-party agencies. 

By joining our research panel, we require you to respect the general terms and conditions found on our website. 

If you choose to take part in our research, we ask that you do this honestly and in good faith.

Prize draw rules

If you'd like to take part in the prize draw for your chance to win £50 in shopping vouchers, provide your name and contact details at the end of the survey.

We'll only use contact details to notify the prize draw winners. All other information gathered in the survey is anonymous.

Prize draw rules

  1. There are 3 prizes of £50 in shopping vouchers and three winners per quarter.
  2. The prize draw is open to people who have entered in the quarter and have completed one of the surveys about:
    • prescription prepayment certificates
    • medical exemption certificates
    • maternity exemption certificates
    • the NHS Low Income Scheme
    • European or Global Health Insurance Cards
    • NHS Tax Credit Exemption Certificates
  3. Entry to the prize draw is restricted to one entry per person per quarter.
  4. Multiple entries will be disqualified.
  5. Our employees are not eligible to take part in the prize draw.
  6. The prize draw will take place quarterly on 1 October, 2 January, 1 April and 1 July, or the next working day if the date falls on a weekend or bank holiday.
  7. All entrants must be 16 and over and residents of the UK.
  8. The prize is non-transferable and no cash alternative prize is available.
  9. Three winners will be chosen at random from all entries.
  10. Winners will be contacted by email or telephone within 6 weeks of the draw date.
  11. Prizes should be claimed within 3 weeks of initial notification. Failure to claim a prize will result in a redraw to select another winner.
  12. The use of shopping vouchers will be subject to terms and conditions of the vouchers.
  13. The judge's decision is final and no correspondence will be entered into.
  14. By entering the prize draw, participants consent to the disclosure of their name in the event of a win, to people enquiring.

All personal data we collect is handled in accordance with the requirements and safeguards of the Data Protection Act.

If you would like to enter the prize draw without having completed a survey, write to us, using pre-paid post, at:

NHS Business Services Authority
Customer Insight & Research
Stella House
Goldcrest Way
Newcastle upon Tyne
NE15 8NY  

Such requests must be in English, legible, and include your full name, contact telephone number, and UK residential address.

For more information about how your data is used and stored view our privacy notice.