Frequently asked questions

You can take part online by entering the access code printed on your letter.

Your access code is a 12-character code that is unique to you. You can find your access code on your letter. For example, it will look like this: 72WD KLTC 9JC9. Once you have entered this code and hit next, you should see the start of the survey.

Or you can scan the QR code printed on your invitation letter using the camera on your smartphone or another device. This is unique to you and allows you to access the online survey without having to enter your access code.

We may also send you a text message including a unique link which allows you to take part online without needing your access code. If you cannot take part online, we will send you a paper version of the questionnaire, and a free return envelope. 

The survey is also available online in 11 different languages and British Sign Language. We can also send you a paper version in large print or Braille. To ask for one of these, call the Freephone helpline 0800 470 2983 or email diabetessurvey@ipsos.com. If you need help filling in the questionnaire, please phone the helpline for free on 0800 470 2983.

Answering the questions is completely voluntary. This means you don’t have to answer them all. However, we hope that you will answer as many questions as possible, as this will give us the best possible picture of your experience of living with diabetes. There are some questions we may ask you to skip as they may not be relevant to you.

The online survey closes on 8th July 2024. Or, if you have received a paper questionnaire in the post, please fill this in as soon as you can, to make sure that it arrives before 8th July 2024.

Thank you for your interest in the National Diabetes Experience Survey. People selected to take part in the survey were chosen at random from a list of people living with diabetes. To be eligible for the survey, you need to be living with type 1 or type 2 diabetes, at least 18 years old, and diagnosed at least 12 months ago. To ensure that the results are robust and representative, unfortunately you will not be able to take part if you have not been randomly selected.

However, NHS England are committed to hearing patient’s views on services they have received, and there are other ways you can provide feedback. For example, you can also give feedback on services by posting comments on websites including the NHS website.

You can also feedback on services through one of the following:

• By sharing any comments with the NHS England Customer Contact Centre on 0300 311 22 33.
• Through the Patient Advice and Liaison Services (PALS) or patient services manager for the NHS trust where you received care. You can find your local PALS on the NHS website.
• Through the Friends and Family Test (FFT). This is a quick and easy way to share anonymous feedback that will go directly to the staff providing your care. Please ask staff at your hospital, GP practice, or other NHS services for information about how to give feedback in this way.

You may have seen a feedback form at the end of the online survey. This is a link which redirects those who see it to a Microsoft Form set up by NHS England.

If you see this form, NHS England would appreciate your feedback on taking part in the National Diabetes Experience Survey. The form asks questions which will be used to understand the impact of the survey on people living with diabetes. The form also includes a question asking if you are happy for NHS England to contact you in the future; this would also be in relation to understanding the impact of the survey and developing the survey in the future.

Completing the form is voluntary. If you do not want to share your feedback you can close the online survey window – your answers to the National Diabetes Experience Survey will be saved once you click “submit” in the online survey.

It is important to us that everyone is able to take part so that the results can help the NHS improve diabetes services.

Ipsos provides a Freephone helpline for participants who need help to take part in the survey. You can call 0800 470 2983 between 10am and 4pm Monday to Saturday to take part over the phone.

The online survey has been translated into British Sign Language and 11 other languages. More information can be found on the accessibility and language page.

You can read this easy read leaflet with details of how to take part in the questionnaire.

You can use the Text Relay service to contact our helpline. Text Relay is a service which helps people who are deaf, hard of hearing or speech impaired communicate over the phone by converting speech into text, or text into speech. When a person calls the helpline using Text Relay they type their message, and this will go through a text relay assistant who reads the message out to the helpline operator, and vice versa.

If you take part online, you can change the colour contrast and make the font larger by selecting the buttons at the top right-hand side of the online survey. We can send you a paper version of the questionnaire in large print or Braille. If you would like a copy of the questionnaire in large print or Braille, please call 0800 470 2983 for free between 10am and 4pm Monday to Saturday or email: diabetessurvey@ipsos.com.

If you have any suggestions for how we can make the survey more accessible, please get in touch. There is more information about what else we do to make the survey accessible on our accessibility and language page.

If you would like someone to help you take part in the survey it’s fine to ask a friend or relative to help, but please make sure the answers are only about your experiences. Ipsos also provides a Freephone survey helpline for people who need help to take part. Please call 0800 470 2983 for free between 10am and 4pm Monday to Saturday.

If someone needs your help taking part in the survey, you can offer help. But the answers should be about their experience only. If your relative or friend does not have the capacity to take part, you can complete the survey on their behalf, if they have given you permission to do this (for example, if you are their Power of Attorney). Please answer all questions about their experience only, including the demographic questions at the end of the questionnaire.

You can take part online by going to the website address printed on the invitation letter you have been sent. You will be asked to enter your access code. Your access code is a 12 character code that is unique to you. You can find your access code on your letter. For example, it will look like this: 72WD KLTC 9JC9. Once you have entered this code and hit next, you should see the start of the survey.

Or you can scan the QR code printed on your invitation letter using the camera on your smartphone or another device. This is unique to you and allows you to access the online survey without having to enter your access code.

We may also send you a text message including a unique link which allows you to take part online without needing your access code.

If you have lost your access code, please email diabetessurvey@ipsos.com or call 0800 470 2983 for free and we will email this back to you. Please note, this may take a few days as all access codes are held securely.

Or you can wait until you receive the next reminder letter, which will be sent to everyone who hasn’t filled in the survey. Your access code will be printed on the letter.

Yes, when taking part online your progress saves automatically. You can close the browser containing the survey whenever you like and your progress will be saved. When you’re ready to continue, return to the survey login page. Simply log in with your access code, and you’ll be returned to where you left off.

Once you have answered all the questions, please press the ‘submit’ button at the end of the survey otherwise we will not receive your responses.

If you would like to take part on paper, a paper version of the questionnaire and a Freepost return envelope will be sent in our final reminder. 

If you have lost or didn’t receive the Freepost envelope and would like to send back the filled in paper questionnaire, please put the questionnaire in an envelope marked only “FREEPOST Plus RTSA–ZYGL–KSBX Kings House, Kymberley Road, Harrow HA1 1PT”. You do not need a stamp.

You can also take part in the survey online and use the access code on your invitation letter.