Transcript HLC - Chartered Institute of Library and Information

Customer Service Triage: the changing
role of the Library Assistant in NHS
Greater Glasgow and Clyde
Lynn Easton
Manager
Forrester Cockburn Library, Royal Hospital for Sick
Children,
Southern General Hospital Library, Glasgow
Judith Grady
Library Assistant
Forrester Cockburn Library
The demise of journal receipting on site
1800s
2006
2011
Acronyms - the world’s full of them
ELLA –
POC-
A new member of staff?
Piece of cake
Electronic live library assistance
Point of care
Employment law legislative affairs
Philippine Olympic Committee
SMT-
LSS-
Scottish medical training
Life support system
Senior management
Team
Literature search service
Lotus smart suite
Scars, marks & tattoos
CABQUEST-
Current awareness bulletin
Quality electrical systems test
Choose and book
Because you are on a quest to find something
Cakes and biscuits
Quantum entanglement science and technology
Copyright
Learn and remember the
difference between policy and law
Cross site working
RAH
RHSC
WI
GRH
IRH
Lib
service
VI
GRI
SGH
VOL
GGH
STB
BOC
Cross site working
Covering sites:
Staff named sites they were willing to cover
eg 3 hospitals on bus route to work
Athens:
5 person team, each with dedicated day, to
check emails and web site (Mon – Fri)
Cross site working
Task board:
Suggestion from staff at Library Team Away
Day, as a way to get assistance when
swamped
Overdues:
Working with colleague at RAH spearheading
the drive to get the books back or posted
missing
Enabled sites by training colleagues how to
use filter function on library catalogue
Contacting users?
Try nhs.net text facility
Electronic Live Library Assistance (ELLA)
Future fields of communication?
Apps?
QUEST
Dynamed
Thank you for your time
[email protected]