1. Focus on the National Health Service LibQUAL+ International Workshop 2 – 3 February 2006

2. In the next half hour……  Introduction to NHS  The drive for quality  The NHS pilot  Implications

3. The National Health Service (NHS)  Large scale organisation  1.3 million staff  Largest organisation in Europe  3 rd biggest employer in the world

4. 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

5. A local snapshot

6. Avon Gloucestershire & Wiltshire

7. 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

8. 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

9. 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

10. Some of the issues NHS faces  Tribal nature of NHS staff  Hospital vs community settings  IT – access and skills  Time constraints  Awareness  Priorities

11. 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

12. The quality agenda  Drivers Patient-centred NHS Clinical governance Evidence based practice  Implications High quality information Summarised evidence Role of library staff

13. 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

14. 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

15. Challenges for the NHS Pilot  Demographics  Survey language  Reaching users  Time  Site libraries

16. Evaluating the pilot  Will consider The process The instrument The results

17. 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/nlh programme/nsf http://www.library.nhs.uk/forlibrarians/nlh programme/nsf

18. 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

19. Contact details  Colin Davies  colin.davies@cfh.nhs.uk