Marketing of service to nursing and allied health staff. 5. Continued promotion ... Library Service membership is open t
Affiliated Teaching Hospital
Knowledge & Library Service
User Survey Report 2015
Margaret Theaker Library Services Manager
January 2016
Chairman: Graham Foster JP Chief Executive David Sissling
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CONTENTS: Summary:
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1. Introduction.
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2. Methodology.
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3. Results. 3.1 Who responded to the survey
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3.2 Access
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3.3 Satisfaction with Library Services 3.3.1 Quality of Resources 3.3.2 Facilities and Environment 3.3.3 Services provided 3.3.4 Staff 3.3.5 Overall Rating
7 8 10 11 11
3.4 Impact
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3.5 Current Awareness
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3.6 Marketing and Promotion
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4. Conclusions
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SUMMARY:
The Library Service normally conducts a User Survey on an annual basis. All members are invited to participate and encouraged to convey their opinion as to how well the Library Service is performing. The results of this year’s survey are broadly in line with those from the previous year. Overall the service is appreciated by users with many positive comments particularly relating to the staff who are generally seen as helpful and knowledgeable. Although the library service is continuing to work to promote online and remote access to its services many users still prefer the human touch. Although the general comments and the answers to questions around impact reveal a tendency for most library use to revolve around education and training there is some evidence of an increase in its contribution to research and service development. Below are listed the major action points arising from the survey. Actions: 1. 2. 3. 4. 5.
Continuing development of current awareness services Continued promotion of specialist subscriptions to ensure uptake Continue the review of book stock Marketing of service to nursing and allied health staff Continued promotion of the contribution library services can make beyond individual education and cpd.
We would like to thank all those who took the time to give us their opinions of the services we provide.
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1. INTRODUCTION: This is the report of the eighth User Survey which was conducted by KGH Knowledge and Library Service in Nov-Dec 2015. The previous survey was carried out in 2014. We have a duty to provide an effective and efficient information service which meets the needs of our users. The survey is a key performance indicator, collecting the opinions of our users on current performance and desired enhancements. It provides the opportunity for reflection, enhancement and change. All comments are reviewed and answered. Library Service membership is open to all East Midlands NHS & Social Care Services staff, those that deal with NHS patients and students on placement at KGH. We market our Service to all new starters within the Trust and as of 12/01/2016 the total membership was 2295. 2. METHODOLOGY: The survey was made available in both paper and electronic form, the latter using Survey Monkey software. All members received a copy of the survey via email. It was also sent out via the Trust A-Z email, links were available on the Library Intranet and Internet pages, NHFT library website and twitter feed. As in previous years a chance to be entered into a £30 draw was offered as an incentive to encourage completion of the survey. Users were asked 24 questions which included the opportunity to post comments related to each question. We received 262 replies (11.4% of the membership) this year compared to 273 from the previous survey.
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3. RESULTS: 3.1 Who responded to the survey? We received 262 responses to the survey of which 70% were library users and 30% were not. Results showed that the vast majority number of responses were received from staff of Kettering General Hospital NHS Foundation Trust (KGH). Whilst 25% of current library members are affiliated to organisations other than KGH only 15% of the responses were from this group so their views could be underrepresented.
Affliation of respondents 2%
1% 1%
0% Kettering General Hospital Foundation Trust Northamptonshire Healthcare Foundation Trust University of Northampton
11%
85%
University of Leicester
90% of those responding were based in the hospital, and 10% in the community.
Occupation of respondents Nurse/Midwife/Health Visitor Medical/Dental Allied Health Professional Scientific/Technical Estates and Facilities
Administration and Clerical Support staff (HCA, Therapy Assistants, OTA etc.) Management Student on placement
5%
5%
6%
4% 1% 29%
9% 15%
26%
We had fewer responses from doctors and students than last year. Those who identified themselves as non-library users tended to be from the Administration and Clerical group (38%), although 23% were Nurses/Midwifes and 9% were Managers.
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3.2 Access The vast majority of library users whether based in the hospital or in the community come to the library in person. Communication by other means was very much a secondary option, although one user cited Twitter as a means of access.
Access 60 50
Excellent
40 30
Good
20
Satisfactory
10
Poor
0 Staffed opening hours
24 hour access provision
The major barrier to using the library was time (40%), with parking being cited by 66% of those based in the community. 27% of users felt there were no barriers. As time is a barrier to library use one avenue would be to promote enquiries via telephone, email and our website. Comments related to access included: Would like it to be staffed at weekends Access via front PWEC is needed to improve 24 hour provision Staffed hours could be increased till 6:30pm so I can come in more frequently after work I use the service as and when needed. I work late but cannot access the library after 5pm as PWEC closes.
Frequency of use
47% of users said they accessed the service at least once a month, 37% occasionally.
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3.3 Satisfaction with Library Service Provision 3.3.1 Quality of resources Generally the pattern of responses is unchanged from the previous year except for the ratings for eJournals where there has been 10% increase in those rating them as excellent.
Resources 60 50 40 30 20 10 0
Excellent Good Satisfactory Poor
Map to the current reading lists suggested from the surrounding universities for the BSc, MSc modules etc Corporate HSJ subscription would be really useful for my role Might I suggest audio books should be added to the catalogue I often make suggestions which the library team respond to more quickly than I would imagine or expect I was unware the Library stocked anything other than medical books. I think the stock has been fine for my use Journals could be increased and up to date
Specific areas that were mentioned which will be looked at include: child psychology, paediatrics, andrology, palliative care, examination texts, research, operating department, IELTS, OT and mental health, infection control, leadership and management. Those who don’t currently use the library highlighted the need for the purchase of stock in non-clinical areas such as estates We are still conducting a rolling programme updating the book stock, and again the areas highlighted tend to be those that haven’t yet been reached. The Library website and catalogue received much the same ratings as previously.
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Tools for locating information
60
Excellent
40
Good
20
Satisfactory
0 Library catalogue
Library website
Poor
3.3.2 Facilities and environment The environment is an important part of Library provision and includes equipment, I.T. Suites and studying facilities.
Environment 50 45 40 35 30 25 20 15 10 5 0
Excellent Good Satisfactory Self issue machine
Quiet study General area environment (noise, temperature etc.)
Coffee machine
Poor
General environment The temperature in the computer room is an issue that has been highlighted. Very hot in the pc area upstairs Great place to study nice IT suite and casual reading area upstairs IT suite is always cold. The self issue machine is great when it works but if it does not pick up the barcode you need to do this through the library staff which defeats the object A separate room off the library would be nice for silent study if not already available Main library can get very hot on sunny days and is uncomfortable to sit in. The library is a comfortable calm environment and is ideal for study or for a quiet hour with a book and the out of hours provision is absolutely excellent and very useful given my occasional odd hours of work.
IT Provision Ratings for the IT facilities are much the same as last year. The computers in the IT Suites were replaced in March 2014, and Wifi access is available. Slight surprise at the comment below as we are unaware of current issues with the speed of login which certainly was an issue before theupgrade. Last time I visited and needed to print something but the PC was so slow to log in that I gave up. It will be useful to have few computers in the reading room to help with searching answers while reading books there.
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IT Provision 50 40 Excellent
30
Good
20
Satisfactory
10
Poor
0 Provision of IT (PCs, WiFi etc)
Photocopying/Printing facilities
Use of electronic resources
Use of electronic resources 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% 0%
Not relevant Unaware of No Yes
The catalogue and website are the most heavily used resources. Usage and awareness tails off as the chart moves towards more specialist resources and those requiring an Athens login. This will be in part because not all users require these resources but also suggests that more marketing is needed.
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3.3.3 Services provided by the Library Services provided by the Library were rated as good or excellent by over 80% of those who use them. The scores were very similar to the previous survey. The lowest rating was 82% for the Journal Table of Contents service and the current awareness updates, and the highest was 92% for library staff support.
Quality of services provided by the library service 60 50 40 30
Excellent
20
Good
10
Satisfactory
0 Access to Service to Literature Library Current Journal and obtain search and training awareness table of borrowing books and enquiry sessions/1 updates contents of library articles service to 1 alerts stock from other sessions libraries
Library staff support
Poor
More detailed individual feedback for library training and literature searches provided is collected separately, and will be collated and reported on in the Annual Report. as a bank member of staff restricted to 3 books an increase to 5 or more would be good Some of the books on the subject I am interested in are a bit out of date. short return dates The 1 to 1 session I have had was of great benefit and learnt more from that time than I Did for a whole day session at the university Very helpful with even a trivial query Excellent support Used twitter feed to read articles relevant to my role would value training in SPSS The literature search facility should be marketed to trainees/ doctors more.
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Library staff
3.3.4 Staff
The staff are very much appreciated by library users. Customer service is very important and we take seriously any reports where we have not maintained our standards.
100 80 60 40 20 0
Excellent Good Satisfactory
They are very helpful and always smiling They are helpful and approachable and accommodating, especially to new staff of KGH I think we are so fortunate to have such a personable team of library staff who take pride and are so enthusiastic about their service The staff are great and always have time and support for you Very helpful and friendly. An asset to the trust All are helpful headed by knowledgeable and progressive lead Very good but I found that when I was being introduced by a librarian a consultant came in and I was excused for 5 minutes- I felt that it wouldn't have been the other way round! Staff always pleasant and willing to help in any way they can
3.3.5 Overall rating Service Overall the library service provided to me is …
Excellent 54.7
Good 41.5
Satisfactory 3.8
Poor 0
Many user comments are very positive. The library and the service it provides is a great asset to the facilities for learning and development within the trust Good service overall Excellent service - I will try and find time to make more use of it! You are a fabulous team and I am so thankful for the service that you provide :) I am grateful because I have found everything I needed. Fantastic library! The staff are so helpful as well No issues with the library, well run, well managed, wonderful group of staff
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3.4 Service Impact: So what difference have the services provided by the library made to our users?
To what have library services contributed? Publication (book/report/paper/review) Service adminstration Quality assurance Audit Management No impact Service development/planning Teaching/Case presentation CPD Clinical guidelines/policy Patient education Research Individual patient care 0.0% 5.0% 10.0% 15.0% 20.0% 25.0% 30.0% 35.0% 40.0% 45.0%
Unfortunately we failed to include coursework in the list of options – rather an oversight as it would probably have gained the top place again. CPD is cited at much the same level as the previous survey. It is good to see that research has gained 10% points over the previous survey, and the contribution made to clinical guidelines, service development and management has also increased. Examples cited by respondents included: becoming a better mentor; help with a mental health course. Unfortunately no one choose to give us examples of how information gained had been used in patient care or service development.
Contribution to individual patient care Diagnosis - confirmed/changed choice of test Identified/evaulated alternative therapy Diagnosis - faciltated recognition of condition Revised treatment plan Confirmed proposed therapy Improved quality of life for patients or family Advice given to patients/carers 0.0% 10.0%20.0%30.0%40.0%50.0%60.0%70.0%
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In most cases the information confirmed knowledge, but on occasions it was new and changed thinking. It was also sometimes passed on, often in a local context (simply sharing or teaching) but sometimes it contributed to a publication which would reach wider audience.
Contribution to individual's knowledge It refreshed my memory It confirmed my prior knowledge or belief It satisfied my curiosity It helped with CPD
How the information was shared I shared information and knowledge with… It helped with coursework It informed a presentation It aided supervision, mentoring, teaching
It was new to me It was different to my previous thinking 0.0% 20.0% 40.0% 60.0%
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Publication 0.0% 10.0%20.0%30.0%40.0%
3.5 Current awareness Developing current awareness provision remains an important goal for the service. This year we continued to send out BMJ Update Alerts to medical staff, and started a Twitter feed to highlight items of interest to our users. However we still lack a structured approach, and wish to develop a service which will be useful to our readers whilst not duplicating effort already put in by other organisations, and capable of being created within our current resources. To this view we asked what our current readers found useful in what we already do, and what aspects they would look for in a new service.
Uptake of current CA services Newspaper cuttings (displayed in…
Receive
Twitter (@KGHNHSLibrary)
Interested in receiving
Journal table of contents alerts
Unaware of
BMJ Evidence Updates
Not useful to me 0%
20% 40% 60% 80% 100%
Twitter had the smallest uptake and was not of interest to the majority of users. There was most interest in BMJ Evidence Updates, however the content is very much directed at doctors. An equivalent source for nursing and allied health staff would be useful.
Characteristics of an ideal CA service eMail Guidelines Reviews Primary research Summarized Appraised Monthly As and when Quarterly Bulletin/newsheet Single items Tailored Specific Overview Broad brush Blue sky 0.0%
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5.0%
10.0%
15.0%
20.0%
25.0%
30.0%
35.0%
The ideal service looks as though it would concentrate on secondary sources providing summaries in a bulletin format sent out monthly, but tailored and specific to an individual/clinical area.
3.6 Promotion and marketing Promotion to current library users Whilst not all the services on offer will be of interest or appropriate to all our users this information gives us an idea of which services we could promote further. In the last year we have created subject specific leaflets alerting users to the eJournals and eBooks available. In general it appears between 80-90% of our users are aware of what we offer.
Services current users are unaware of SPSS (Statistics package) Newspaper cuttings (displayed in library) Twitter (@KGHNHSLibrary) Trip Database BMJ Evidence Updates DynaMed/DynaMed Plus Newspaper provision Journal table of contents alerts BMJ Case Reports HDAS Databases (e.g. Medline, Cinahl, Embase) Electronic books Library training sessions/1 to 1 sessions Fiction collection 0
5
10
15
20
25
Promotion to those who don’t currently use Library Services We received 79 replies from those who regarded themselves as non-users of the Library Service – double the response from the previous year. ‘Time pressures’ and ‘Not knowing enough about what is available’ were the top two reasons for not using the library service.
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4. Conclusions The results of the survey are broadly the same as the previous year. The KGH Library Service continues to be much appreciated by those who use it. The staff and the overall rating were described as excellent by over 50% of our users. The library environment is clearly appreciated but the ratings for our resources lag behind so we will continue the work on updating the book stock. Our services attracted better ratings than our resources, but there is still work to do in improving the quality and awareness of our current awareness services. In thinking about the design of current awareness services we need to bear in mind that most users would favour a service that would concentrate on secondary sources providing summaries in a bulletin format sent out monthly, but tailored and specific to an individual/clinical area. Actions: 1.Continuing development of current awareness services 2.Continued promotion of specialist subscriptions to ensure uptake 3.Continue the review of book stock 4.Marketing of service to nursing and allied health staff 5.Continued promotion of the contribution library services can make beyond individual education and cpd.
The comments and feedback are all gratefully received
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