UKMi Service Development

Laura Kearney, Regional Principal Medicines Information Pharmacist, Midlands and East Medicines Advice Service (Midlands site) & UK Drugs in Lactation Advisory ServicePublished
Topics: Service advice

UKMi Quality and Risk Management Group


UKMi have developed a number of Key Performance Indicators (KPIs). Five key indicators have been recommended for all centres to collect but it is recognised that some centres may want to collect data on a wider range of indicators for performance management locally.

The spreadsheet below has been developed to facilitate data collection on a monthly basis. There are two sheets, one listing the nationally recommended KPIs and another sheet listing additional suggested KPIs as well as some Key Risk Indicators (KRIs). These can be used as a basis for discussion within your organisation or can be adapted for your own requirements.

In due course the nationally recommended KPIs may be collated either regionally or nationally.


The Time Activity Matrix has been prepared as a tool for local centres to calculate the required staffing level for a given level of Medicines Information activity. It may also be helpful when calculating the staffing implications for an additional service or as part of an external audit. It may be adapted for use by regional centres.

The time required for MI activities can then be compared to the time available. If there is a deficiency this will be highlighted, as will areas of high activity. Potential reasons for discrepancies or peak activity can then be considered and may be investigated further. For example, solutions may be sought through preparing business cases or by allocating staff time and other resources according to levels of activity.