Which factors predict the time spent answering queries to a drug information centre?

OBJECTIVE: To develop a model based upon factors able to predict the time spent answering drug-related queries to Norwegian drug information centres (DICs). SETTING AND METHOD: Drug-related queries received at 5 DICs in Norway from March to May 2007 were randomly assigned to 20 employees until each of them had answered a minimum of five queries. The employees reported the number of drugs involved, the type of literature search performed, and whether the queries were considered judgmental or not, using a specifically developed scoring system. MAIN OUTCOME MEASURES: The scores of these three factors were added together to define a workload score for each query. Workload and its individual factors were subsequently related to the measured time spent answering the queries by simple or multiple linear regression analyses. RESULTS: Ninety-six query/answer pairs were analyzed. Workload significantly predicted the time spent answering the queries (adjusted R (2) = 0.22, P < 0.001). Literature search was the individual factor best predicting the time spent answering the queries (adjusted R(2) = 0.17, P < 0.001), and this variable also contributed the most in the multiple regression analyses. CONCLUSION: The most important workload factor predicting the time spent handling the queries in this study was the type of literature search that had to be performed. The categorisation of queries as judgmental or not, also affected the time spent answering the queries. The number of drugs involved did not significantly influence the time spent answering drug information queries.