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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]