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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


Contact details
Contact details

  • Colin Davies

  • colin.davies@cfh.nhs.uk