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Focus on the National Health Service

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

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Focus on the National Health Service

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  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 • 3rd 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/nlhprogramme/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

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