Focus on the National Health Service Lib. QUAL+ 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 ¡ 3 rd biggest employer in the world
NHS structures ¡ Variety of care providers l l l 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) l 7 Acute Trusts 12 Primary Care Trusts 3 Ambulance Trusts 2 Mental Health/ Social Care Trusts NHS Direct l 25 service providers in a single SHA l l
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 ¡ l 17, 000 nurses 1, 450 GPs 1, 300 consultants 3, 000 allied health professionals l 2003 figures l l l
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 l l l ¡ Patient-centred NHS Clinical governance Evidence based practice Implications l l l High quality information Summarised evidence Role of library staff
Reasons for the NHS pilot ¡ ¡ To explore applicability of Lib. QUAL+ 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: l l Including teaching hospitals, communitybased 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 l The process l The instrument l The results
Implications for a successful pilot ¡ ¡ ¡ Lib. QUAL+ may become part of performance measurement toolkit and be used routinely by NHS libraries Lib. QUAL+ would be linked to National Service Framework for Libraries http: //www. library. nhs. uk/forlibrarians/nlh programme/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 ¡
Contact details ¡ Colin Davies ¡ colin. davies@cfh. nhs. uk
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