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LibQUAL. +. National Library for Health pilot. Cath McCafferty Mersey Care NHS Trust. What is LibQUAL+ ?. Survey tool for assessing quality of library services Developed by Association of Research Libraries in the United States Used widely in UK Higher Education

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national library for health pilot

LibQUAL

+

National Library for Health pilot

Cath McCafferty

Mersey Care NHS Trust

what is libqual
What is LibQUAL+ ?
  • Survey tool for assessing quality of library services
  • Developed by Association of Research Libraries in the United States
  • Used widely in UK Higher Education
  • $2250 per library – around £1500
  • First used in 2001 – to date over 500 libraries have taken part
a tool that enables the library to
A tool that enables the library to:
  • Solicit, understand, and act upon users’ opinions of service quality
  • Foster a culture of excellence in providing library service
  • Help libraries understand user perceptions of library service quality
  • Collect and interpret library user feedback systematically over time
survey data
Survey Data
  • Poses questions in three sections: effect of service, library as place and information control
  • Identifies best practices, analyses deficits, and effective allocation of resources
  • Enables the assessment of whether the library service is meeting user expectations
  • Aggregates data and allows comparison of library performance with peer institutions
nlh pilot
NLH Pilot
  • The pilot is part of the work programme developing the National Service Framework (NSF)
  • The NSF will define what users should expectfrom library services.
  • So … can LibQUAL+ be used by NHS libraries as a tool for measuring user expectation?
nlh pilot sites
NLH Pilot sites
  • Avon and Wiltshire Mental Health Partnership NHS Trust
  • Berkshire Shared Services
  • East Lancashire NHS Trust
  • Gloucestershire Hospitals NHS Trust
  • Hull and East Riding Primary Care Trusts
  • Islington Primary Care Trust
  • John Radcliffe Hospitals NHS Trust
  • Leicestershire General Hospitals NHS Trust
  • Merseycare NHS Trust
  • Royal College of Nursing
mersey care nhs trust
Mersey Care NHS Trust
  • Mental Health Trust with 32 service points
  • 4, 500 staff
  • 3 library service points for staff
  • Approx 2,000 library members
  • 132 completed surveys/792 attempts
the pilot
The Pilot
  • Questionnaire live for 3-4 weeks during April / May and one final site in July (pilot not yet ended)
  • Promotional material raised awareness of the questionnaire
post pilot
Post Pilot
  • Pilot sites receive a report from LibQUAL+ based on response data
  • An SPSS file containing local response data, plus any qualitative data.
the questionnaire
The questionnaire
  • Online or written (but if written library staff have to input the response online)
  • Questions cover:
      • The library space
      • Library staff
      • Library resources
  • The pilot questionnaire contained 35 questions divided into 3 sections
preliminary issues identified
Preliminary issues identified
  • Questionnaire Sampling
  • Demographic information
  • Some of the questions not appropriate to all users
    • Library as space inappropriate for community based staff or those accessing services remotely
  • Usability of the online questionnaire
    • Around 75% who looked at the questionnaire did not complete it
    • Disappointingly small response rate
feedback the good
Feedback – the good
  • Straightforward and easy to set up
  • Having such rich data is amazing
  • Comments made about library services very positive
  • We have found out information that we might otherwise never have discovered.
  • If the NHS could afford to get LibQUAL to tailor it more to our needs it would be brilliant
feedback the bad
Feedback – the bad
  • The concept of answering a question 3 times is hard to grasp
  • Insufficient training from LibQUAL
  • Not having an effective email base, we could not send out targeted email reminders
  • Numerous telephone calls and emails asking for explanations and guidance on filling the form in
  • Required quite a lot of staff time to set up, learn about, publicise etc
feedback the ugly
Feedback – the ugly
  • I would be disappointed if LibQUAL became the survey tool for NHS libraries
  • It is fine to pilot these tools, but I hope the NHS does not now feel duty bound to purchase the product
  • It was “absolutely awful” and [doctor] couldn’t do it.
  • Too gimmicky….purchasing LibQUAL would be a huge mistake
in a nutshell
In a nutshell
  • If the NHS could afford to get LibQUAL to tailor it more to our needs it would be brilliant
project report
Project Report
  • The project report will be available in October 2006
  • Colin Davies
  • Service Development Programme Manager
  • National Library for Health
  • 07880 772495
  • [email protected]
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