focus on the national health service libqual+ international workshop 2 – 3 february 2006
TRANSCRIPT
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
Largest organisation in Europe
3rd biggest employer in the world
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
A local snapshot
Avon Gloucestershire & Wiltshire
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
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
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
Tribal nature of NHS staff
Hospital vs community settings
IT – access and skills
Time constraints
Awareness
Priorities
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
Drivers Patient-centred NHS Clinical governance Evidence based practice
Implications High quality information Summarised evidence Role of library staff
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
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
Demographics
Survey language
Reaching users
Time
Site libraries
Evaluating the pilot
Will consider
The process
The instrument
The results
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
Can compare effectiveness of tool with home-grown surveys
Opportunity to benchmark services Should facilitate discussion and
sharing of best practice Improve service quality
