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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

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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


  • What does it look like

    What does it look like?


    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

    • Colin.Davies@cfh.nhs.uk


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