Hi Mike and Helen
The NLH has commissioned a pilot 'Libqual' study (first meeting this Friday)
through which it is hoped to develop a toolkit answering this very question.
Alison Turner is leading on this work. Also the Greater Manchester HELP
Quality Group is currently looking collectively into quality standards,
benchmarking, standards etc. All this work is under the broad 'umbrella ' of
the National LKDN Quality Group - so there is joined up thinking out there!
There is also some national work being done on a library impact study led by
Dr. Alison Weightman and Dr. Chris Urquhart. As always good quality well
conducted research unfortunately takes time, but within the next 12 months
the health library community should have some really useful information and
toolkits which they can use to inform local issues.
Regards
Linda
Linda Riley B.A. (Hons) MA MCLIP
Knowledge & Libraries Manager
Education Centre Library
Royal Infirmary
Blackburn
Lancs
BB2 3LR
Tel: 01254 294308
Mobile: 07970015152
email: [log in to unmask]
-----Original Message-----
From: Roddham Mike [mailto:[log in to unmask]]
Sent: 24 August 2005 09:26
To: [log in to unmask]
Subject: Re: Customer charter and service standards/targets
Dear Helen,
Have you asked your customers what standards they expect?
Mike Roddham
W Sussex Health Libraries
-----Original Message-----
From: Helen Thompson (NW PCT)
[mailto:[log in to unmask]]
Sent: 23 August 2005 17:01
To: [log in to unmask]
Subject: Customer charter and service standards/targets
Dear all
I'm trying to draft a customer charter for my library and am also looking to
develop service standards & targets (e.g. X% of requests satisfied within X
days).
If anyone has any examples of charters and/or service targets and are
willing to share - I would be very grateful to hear from you.
I'm happy to summarise the results for the list.
Many thanks in advance!
Best wishes
Helen
Helen Thompson
Librarian
PCTs Health Informatics Service Library
Leeds North West PCT
North West House
West Park Ring Road
LEEDS LS16 6QG
Tel: 0113 30 57408
Email: [log in to unmask]
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