Key Performance Indicators (KPIs)
Our key performance indicators are:
- All enquiries, comments or suggestions from Library users received by phone or via email on working days, will be acknowledged and responded to within two working days of receipt.
- Inter-library loan requests will be verified and processed within two working days of receipt.
- 98% of requests for articles and books available within our collection will be actioned within two working days.
- Advertised opening hours will be maintained for 100% of the year, except in an emergency situation beyond our control.
- 95% of evidence searches will be completed according to agreed deadlines
- Urgent search requests to do with patient care made before 3pm during working hours will be actioned immediately within two hours, requests made outside normal staffed hours will be actioned on the next working day
- Library controlled systems (e.g. library management system, self-service kiosk etc.) will be available 98% of the time during standard opening hours.
- No user should wait to be acknowledged for more than 5 minutes to be helped from the Library front desk during staffed hours.
- 95% of library members will be invited to register for an NHS OpenAthens and a KnowledgeShare account
- We welcome feedback on any aspect of Library Services and will consider to incorporate suggestions into the improvement of our services. Queries received from any of our contact channels and that can be resolved within the Library, will be responded to within five working days.
These KPIs will be monitored as an ongoing process and the results will be included in our annual Library and Quality Improvement Outcome reports.
