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Focus on the National Health Service. LibQUAL+ International Workshop 2 – 3 February 2006. In the next half hour……. Introduction to NHS The drive for quality The NHS pilot Implications. The National Health Service (NHS). Large scale organisation 1.3 million staff

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focus on the national health service

Focus on the National Health Service

LibQUAL+ International Workshop

2 – 3 February 2006

in the next half hour
In the next half hour……
  • Introduction to NHS
  • The drive for quality
  • The NHS pilot
  • Implications
the national health service nhs
The National Health Service (NHS)
  • Large scale organisation
  • 1.3 million staff
  • Largest organisation in Europe
  • 3rd biggest employer in the world
nhs structures
NHS structures
  • Variety of care providers
    • Acute Trusts – hospital-based
    • Primary Care Trusts (PCTs) – mainly community based
    • Mental Health Trusts – a combination
    • Ambulance Trusts
    • NHS Direct – telephone and online
the local level
The local level
  • Avon Gloucestershire and Wiltshire Strategic Health Authority (SHA)
    • 7 Acute Trusts
    • 12 Primary Care Trusts
    • 3 Ambulance Trusts
    • 2 Mental Health/ Social Care Trusts
    • NHS Direct
    • 25 service providers in a single SHA
south west region has 3 shas
South West region has 3 SHAs
  • Avon Gloucestershire and Wiltshire
  • Dorset and Somerset
  • Peninsula Health Authority (Devon and Cornwall)
  • 28 SHAs in England…..
  • How many organisations providing care? See…..www.nhs.uk
nhs is a very complex organisation
NHS is a very complex organisation
  • Lots of organisations, lots of staff groups
  • Avon Gloucestershire and Wiltshire
    • 17,000 nurses
    • 1,450 GPs
    • 1,300 consultants
    • 3,000 allied health professionals
    • 2003 figures
some of the issues nhs faces
Some of the issues NHS faces
  • Tribal nature of NHS staff
  • Hospital vs community settings
  • IT – access and skills
  • Time constraints
  • Awareness
  • Priorities
the constant library user
The Constant Library User
  • NHS loves to reorganise
  • In the service, the one constant is the patient
  • In NHS libraries, the one constant is the user
the quality agenda
The quality agenda
  • Drivers
    • Patient-centred NHS
    • Clinical governance
    • Evidence based practice
  • Implications
    • High quality information
    • Summarised evidence
    • Role of library staff
reasons for the nhs pilot
Reasons for the NHS pilot
  • To explore applicability of LibQUAL+ in NHS environment as a tool for measuring customer satisfaction and benchmarking services
  • To reduce duplication of effort across libraries in the NHS
participants in the nhs pilot
Participants in the NHS Pilot
  • 10 libraries participating, in a range of settings:
    • Including teaching hospitals, community-based services, professional body
    • Participant libraries are geographically dispersed
challenges for the nhs pilot
Challenges for the NHS Pilot
  • Demographics
  • Survey language
  • Reaching users
  • Time
  • Site libraries
evaluating the pilot
Evaluating the pilot
  • Will consider
    • The process
    • The instrument
    • The results
implications for a successful pilot
Implications for a successful pilot
  • LibQUAL+ may become part of performance measurement toolkit and be used routinely by NHS libraries
  • LibQUAL+ would be linked to National Service Framework for Libraries
  • http://www.library.nhs.uk/forlibrarians/nlhprogramme/nsf
implications for pilot participants
Implications for pilot participants
  • Can compare effectiveness of tool with home-grown surveys
  • Opportunity to benchmark services
  • Should facilitate discussion and sharing of best practice
  • Improve service quality
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