Working Smarter for Better Health

The Role of the Outreach Librarian

Carl Marsh - Head of Client OperationsKieran Lamb – Head of Evidence Services

Working Smarter for Better Health

Working Smarter for Better Health

Outline• Who we are• Outreach Librarian• Evidence Based Decision Making to Support Population Health

and Commissioning• Enquiry Service• Document Supply• E-Resource Management• Awareness and User Education• Keeping Up-to-Date• User Satisfaction and Understanding Users• Ensuring We Deliver

Working Smarter for Better Health

Working Smarter for Better Health

Who We Are

Clinical Support Services

Corporate Services

Working Smarter for Better Health

Our Vision & ValuesOur Vision"By working smarter, we will be the leader in professional services and solutions that support and transform the way our clients improve the lives of their populations"

Our ValuesWePut our clients first… the focus of our efforts

Work better together… through teamwork, partnership and collaboration

Have integrity professionalism, respect and honesty

Get creative ... thinking differently about the way we work to create a culture of improvement

Have fun… passionate about what we do, and how we do it

Look after each other ... creating an environment in which staff can flourish

Working Smarter for Better Health

Evidence Based Decision Making to Support Population Health

Commissioning Support•Support redesign of therapy services in the community by providing the evidence of what a great service looks like elsewhere.•Supporting the redesign of wheelchair and equipment services. Looking particularly at guidance.•Using different funding models to transform delivery of care.

Population Health•Recent examples are around supporting Liverpool Public Health to develop evidence based guidelines to inform the commissioning process.•Supporting understanding of the delivery of social prescribing in a primary healthcare setting to improve mental health.

Working Smarter for Better Health

Outreach LibrarianRole of the Outreach Librarian

• Embedded with clients teams – sit with them to understand their needs

• Enable the outreach librarian to be effective by utilisation of the wider library network

• Delivers two way communication with team

• Simplifies access to information resources• Physical embodiment of knowledge

services• Link to wider library network

Working Smarter for Better Health

Enquiry Services• Outreach librarian leads on

local delivery of enquiry services

• Can call on expertise of wider team and capacity as required (62 years of experience)

• Key is dialogue with end user so people are aware of what is happening with request

Working Smarter for Better Health

Document Request SupplyKnowledge• Document supply is based on

knowledge of likely sources• E-resources• Local Holdings• Regional Holdings• National Schemes• Knowing who to ask – utilising

professional experience• Format that is useful to end user• Library network brings additional

capacity

Working Smarter for Better Health

E-Resources ManagementManaging eResources• Athens administration is about

granting permitted access and disseminating permitted access.

• We are cogniscient of the flow of Athens registration process, self-registration not simple from a LA environment

• Link resolver must be maintained to maximise use of resources.

• Promote, promote, promote

Working Smarter for Better Health

Keeping Up-to-DateHorizon Scanning and Current Awareness

• Table of Contents – great where relevant but a bit hit or miss but can be made precise using RSS

• Horizon Scanning – more grey, key is the focus, get the scope right the rest follows

• SDI – repeated search based on negotiation with end user to deliver a bespoke/tailored service

• Outreach Librarian needs to apply local knowledge and relationships to service delivery

Key criteria to consider for relevance of Horizon Scanning

Working Smarter for Better Health

Awareness and User Education

Awareness and User Education

• Utilise blended learning for delivery of end user training:– 1 to 1– Group– Webinars

• Training is marketing (gives permission to request services)

• Utilise existing communication channels where possible and Athens

Working Smarter for Better Health

Service Quality and Understanding Users

Measuring What We Do• Annual Library Quality Accreditation

Framework Submission• Activities subject to simple impact

evaluation• Annual user satisfaction survey shows

100% desire to reuse service and Exceeding Expectation in 94% of service delivery

• Focus groups/depth interviews used to triangulate information received from quantitative reviews

Working Smarter for Better Health

Ensuring We DeliverCustomer Relationship Management Software

• All requests are tracked by CiviCRM

• Allows us to review times of delivery – check we are meeting target times

• Understand use patterns• Distribute work amongst the

wider team• Understand client better

Working Smarter for Better Health

Ensuring we deliver• Tactical Delivery Meetings• Contract Review Meetings• Individual Interface Meetings• Client Reports – Biannual

Reports to Commissioner and Activity and Outcomes Performance Measures

• Client Satisfaction Survey• Strategic Review Board• Risk management

Working Smarter for Better Health

What Do We Offer You?

• An established Service with a track record for delivering support for beneficial change

• Skilled staff with subject expertise and experience

• A wealth of knowledge supported by physical and electronic resources.