Health Management Library and Information Service

Literature Search Survey, 2004-2005

Abstract

In 2004/05 the Health Management Library carried out a customer survey on the literature search service.  This article provides a brief introduction to the Health Management Library and the reasons for conducting the survey.  A summary of the results is provided and a more detailed discussion of the results highlights the main patterns and trends in the use of the literature search and document delivery services provided by the Health Management Library.  The article goes on to make recommendations for future development of the Health Management Library and Information Service based on the surveys findings.

Background

The Health Management Library and Information Service was established in 1965 and holds Scotland’s most comprehensive and extensive collection of resources on healthcare management.  The Health Management Library and Information Service provides services to a wide variety of health care professionals from all areas within NHS Scotland.  As part of this service the library offers a full literature searching service carried out by information professionals using a wide range of health management resources. 

As part of its ongoing commitment to customer services, The Health Management Library conducts an annual customer survey on an aspect of the library service.  This year the survey focused on the literature search service, this decision was based on a number of factors.  

• To measure performance against our customer service standards, and provide more qualitative data to measure customer satisfaction.  
• To investigate and establish reasons for the reduction in the number of literature search and photocopying requests.  
• To investigate and establish reasons for the change in the types of enquiries received. 
• To highlight any impact of the NHS Scotland e-Library on the literature searching and document delivery services.  
• To assess the effectiveness of the literature search service and the impact it has on the wider NHS.
• To identify what courses customers are studying so that the Health Management Library can better support these members of staff.

Methodology

A questionnaire survey was carried out over a period of seven months.  One questionnaire was distributed to every customer that requested a literature search between October 2004-April 2005.  A Total of 132 questionnaires were distributed, and the response rate was 47%, a total of 62 responses.

Survey Results

Table 1 shows, the majority of customers (62.9%) found out about the literature search service through a colleague.  16.1% of customers found out about the literature search service through a member of staff at the Health Management Library. 

51.6% of customers said they did get literature searches from another library service, and 48.4% did not. Table 2 shows that the most popular alternative (33.9%) was for customers to conduct their own literature search using resources available on the NHS Scotland e-Library.  Other services used included; the Scottish Executive Library, Glasgow Caledonian e-Library, the Health Services Management Centre Library at the University of Birmingham and the Queen Margaret University College e-Library.

 

Table 3 shows, the majority of customers (64.5%) stated that the primary purpose for their literature search request was to help with a course assignment.  A significant number of customers (27.4%) use the literature search service to help with a work related situation, and 22.6% use the literature search service for research purposes.  Other reasons for the literature search request included, “updating unit protocols” and “information service for staff.”

 98.4% of customers felt that the library staff understood their search requirements when they made their initial enquiry.  This is further confirmed by the statistics on search relevance.  64.5% found the search results to be “very relevant” and 32.3% thought the search results were “relevant”.  98.4% of customers felt that the search results reached them within acceptable timescales. 

All the respondents stated that the layout of the literature search results was clear and easy to understand.  98.4% of respondents thought that the range of databases used for the literature search was clear.The majority of customers (74.2%) said there were no additional databases they would have liked us to search.  12.9% felt there were additional databases that could have been searched. Suggestions for additional databases included, The Cochrane Library, Pubmed, National Association of Theatre Nurses (NATN). 

As a result of the literature search 71% of respondents had gone on to request copies of the references from the Health Management Library.  The most common reason (25.8%) for not requesting the full document was the ability to download references from the NHS Scotland e-Library (see table 4).

Discussion

The feedback from the survey was very positive, in the vast majority of cases the literature search results are relevant and delivered within an acceptable time scale.  It is encouraging to know that the service standards are being met and are acceptable to customers.

General comments included in the questionnaires were, on the whole, very positive.  48% of the questionnaires included additional comments that were very positive about the literature search service, the staff and the library service as a whole.  27% of the questionnaires referred to the staff as helpful and friendly.  The service was also described as being prompt and efficient, and, a great resource.

Several customers had or would recommend the literature search service and the Health Management Library to colleagues.  This indicates that word of mouth is still a very important and effective marketing tool.  Although the Health Management Library has been employing a number of promotional activities and tools over the years, this survey highlights that these measures are perhaps not working as effectively as we would like. Only three customers found out about the literature search service through the library’s website www.healthmanagementonline.co.uk, which indicates that more use could be made of the website as a marketing tool for the literature search service. 

A significant number of customers use the NHS Scotland e-Library to conduct their own literature searches.  This is very encouraging and in keeping with the general trend towards greater information literacy.  However, there are still a number of customers who do not carry out their own literature searches.  This is a clear indication of the need for traditional literature search services to co-exist alongside portals like the NHS Scotland e-Library.  Positive feedback from the questionnaires indicates that customers appreciate the fact that the service saves them time and provides accurate and relevant information.  As more and more people conduct their own literature searches, the Health Management Library must continue to support them through planned user education to ensure effective use of resources. 

A clear majority of customers use the literature search service to support course assignments.  The courses studied covered a wide range of MScs, BScs, short courses and modules over a variety of different subjects.  This supports moves to working more closely with the course providers to ensure that resources available at the Health Management Library meet the needs of NHS staff undertaking further studies. 

It was felt that the growing number of literature search requests for clinical and nursing subjects, reflected a change in the customer base of the Health Management Library.  A high proportion of these literature search requests were for NHS staff undertaking postgraduate, further or higher education.  This is in keeping with the Health Management Library’s role to support NHS staff in their personal and professional development.  However, it is recognised that the Health Management Library needs to maintain its focus and expertise in the area of healthcare management.

The literature search service is also important for supporting NHS employees in their work and in research, and also has an impact on personal development.  It is difficult from this information to gauge fully the impact that the literature search service has on work practices.  However, customer feedback in the comments section was very positive:

“the service is excellent and has benefits to my personal development and also has impact on patient care as I carry out training to health professionals based on best practice/evidence”

“Very highly recommended as CPD tool”

The fact that a large number of customers went on to request copies of references from their literature search results further supports the feedback given on relevancy and accuracy.  As expected one of the main reasons people did not request items from the Health Management Library was the availability of these items to download on the NHS Scotland e-Library.  Photocopying charges, although not a major issue, were a factor and perhaps more so when customers can obtain articles online for free.

The main consensus of opinion was that the range of databases used was clear.  However, in several cases this view is not consistent with responses throughout the questionnaire.  People seemed unclear about what resources had been used for the search when asked to suggest additional resources.  This inconsistency indicates perhaps more work could be done to clearly state how the search was carried out and what databases were used.

Conclusions

The results from the literature search survey have been analysed and discussed within the library team.  As a result a number of developments will be made to the literature search service.

Comments regarding the accompanying letter and the apparent confusion over databases searched will be taken on board and steps will be taken to improve the layout and content of the accompanying letter. 

Customer comments and responses indicated that photocopying charges were a factor in their decision to obtain articles from the Health Management Library or not.  In light of this the Health Management Library intends to review photocopying charges.

The survey results support moves already made by the Health Management Library to work more closely with higher education.  The library intends to develop stronger links with universities offering postgraduate courses in health management and related subjects.  It is hoped that this will provide the opportunity to promote the library services to new user groups and develop the library stock to better support these individuals.

The survey highlighted some areas for improvement in marketing activities.  The production of a library guide, which will include information on the literature search service, is planned for this year.  The results showed a low level of referrals for literature searches from other libraries. An exercise in marketing the Health Management Library database to healthcare librarians is a business objective for this year.

The results of the survey also highlighted the need to continue to develop the role of the Health Management Library in information literacy training for NHS staff.  Plans are detailed in the business plan for 2005/2006 to further develop this service by targeting specific groups of staff in accessing management resources effectively.  It is hoped that this will also raise awareness of the specific subject coverage and services provided by the Health Management Library amongst NHS staff.

Frances Schofield 
Assistant Librarian
Health Management Library
Scottish Health Service Centre
Crewe Road South
Edinburgh, EH4 2LF

Tel: 0131 623 2511
Email: frances.schofield@shsc.csa.scot.nhs.uk