awhiles partnership newsletter · 2017-02-01 · awhiles partnership newsletter 1 note from the...

Bronllys ▄

AWHILES Partnership Newsletter All Wales Health Information & Library Extension Se rvices

July 2014 Volume 5 | Issue 3

Llandudno ▄

▄ Bangor

▄ Aberystwyth

▄ Bodelwyddan

▄ Newport

Haverfordwest ▄

Abergavenny ▄

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Neath Port Talbot

Bridgend ▄

Llanelli ▄

Cefn Coed ▄

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Hafan Derwen

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Morriston ▄ Merthyr Tydfil

Wrexham ▄

▄ Cardiff University

Hengoed

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Llantrisant

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Llandough

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Caerleon Singleton

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Velindre ▄

Glangwili ▄

AWHILES Partnership Newsletter

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Note from the Editor This edition includes an account from the AWHILES Annual Support Staff Study Day. We also have news and photos from the AWHILES Conference, which was held in Llandrindod Wells in June. Richard has asked me to thank everyone for the lovely cards and good wishes he has received. You will be pleased to hear that he is recuperating well, enjoying the sunshine and reading lots of books!

Siân White , John Spalding Library

Contents

Abertawe Bro Morgannwg University Health Board Morriston Hospital Integrated Education Centre 2 Learning at Work Day June 2014 2 British Library ‘Treasures’ 3 Financial Management 3 DeaneryView – Magazine of the Wales Deanery 3 Betsi Cadwaladr University Health Board CyMAL Marketing Innovation Awards 4 AWHILES Annual Support Staff Study Day 2014 4 New Librarian 6 WiFi Available Here 6 Cardiff & Vale University Health Board Medical Work Observation Programme 7 ERASMUS: Cardiff University Erasmus Staff Development Programme 2014 7 Research and Development Conference 8 Subject Web Pages 8 EASL Craft Sale and Go Zambia 8 Cwm Taf University Health Board WiFi @ Work 9 Comings and Goings 9 Cwm Taf ‘Eyes on the Evidence’ 9 Hywel Dda University Health Board Letter from Tricia Chapman 10 Commonwealth Games Baton 10 e-Learning Experiences 11 WeLIS Project Update 11 AWHILES Conference 2014 12


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Abertawe Bro Morgannwg University Health Board Morriston Hospital Integrated Education Centre

The new Integrated Education Centre at Morriston is nearing completion. It will house the Undergraduate department, the Postgraduate department and the Learning and Development Department. Facilities will include 2 state of the art lecture theatres and a simulation suite which should enhance user training. The Morriston Library service will not relocate to this new building but we will receive more space for a quiet reading room and extra shelving when the Undergraduate department moves out of their existing building later in 2014. This should help resolve some of our overcrowding issues and the complaints we receive because of noise levels. Unfortunately the Library has been situated next to a building site since January 2013 and users have complained long and hard about the construction noise. Just as that noise is beginning to abate, the Library is again about to be situated in the middle of a building site as they adapt the Undergraduate department building, of which it is a part, into laboratories and medical records department. This work is due to begin in November and may last another 9 months. The library staff just hope that the work will be over sooner than that!

Sarah George

Learning at Work Day June 2014 All the HB Libraries participated in Learning at Work Day on 19 June 2014. Anne (Library Manager) and Lisa (Library Assistant) from Morriston Staff library had a stand in the canteen to promote Adult Learners week. It was organised in collaboration with Adele Richards from Learning & Development and was designed to inform staff on the courses that are available to them through work as well as courses they could do in their own time. Adele had lots of information on offer, such as pamphlets and prospectuses from Swansea University, Gower College and the Open University. We took the various books we have on adult learning, studying, essay writing, information on Athens and also some freebies. It was a really good turn out with lots of people interested in what we had on offer. Our Doctors were also very encouraging and took some of our materials to the wards to put up on the notice boards. We signed up quite a few new members and encouraged long standing members to come and see us. It was a positive event and one which we will repeat in the near future. We will look forward to building upon a mutually supportive partnership with the learning and development department when they move into the new Integrated Education Centre in November 2014. At the Singleton Hospital Canteen, Robert Morgan (Library Assistant) joined Ruth Gates from the Learning & Development Team to assist in promoting Adult Learners Week. There were free demonstrations and representatives from Gower College, Learning & Development and Well Being at Work on hand to offer advice to prospective Students.


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Rob was able to meet staff who wouldn’t normally need the Library and explain to them what the Library service could offer in terms of resources and support while taking up learning and training opportunities. Some staff didn't realize that there was a Library Service and that it is available, at any time, to all staff in ABMU.

Sarah George British Library ‘Treasures’ On a recent short break in London, I visited the British Library at St Pancras. I had a fascinating day. I joined a short tour of the building which was excellently led and gave out lots of trivia.

The British Library at St Pancras

Did you know that the BL receives 8000 books a day! Or that the building is shaped like a ship but is more like an iceberg, in that most of it is hidden underground. We were also briefly allowed into a reading room. I was astonished at how busy it was in all parts of the library. There were queues to register as a reader and apparently Johnny Depp had recently been in to renew his membership. I also visited the free exhibition of ‘Treasures’ which contains items such as Beatles hand written songs, a Gutenberg Bible and notebooks of Leonardo da Vinci. Many of the Treasures can be seen online also. They also have a Magna Carta (1215) and for the 800th anniversary in 2015, the BL will be displaying 4 copies of

this plus a copy of the US Declaration of Independence. If you fancy a ‘busman’s holiday’, then I can recommend a visit to the BL at St Pancras.

Sarah George

Financial Management The Library Managers have recently attended training on using a new financial management system within ABMU. The system is called a Budget Holder dashboard.

Budget Holder Dashboard

It enables the Library Managers to see more details of their financial status as well as the ability to see current and unpaid orders.

Sarah George

DeaneryView - Magazine of the Wales Deanery

The Summer edition of DeaneryView is now available on the Deanery website: www.walesdeanery.org The magazine highlights various Deanery activities and projects.


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Betsi Cadwaladr University Health Board CyMal Marketing Innovation Awards On 3rd April, Meg Gorman announced that the North Wales NHS Library Service had won the Health Libraries Sector Award in the CyMAL Marketing Innovation Awards 2014.

The judge, Dr Jonathan Deacon, Reader in Entrepreneurship and Marketing at the University of South Wales, commented on the entry:

“Well done team! This is one of those entries that is so well presented it needs to be used as a case study throughout the sector. You cover all the right areas in the right order – just as the ‘How do you like your eggs’ plan suggests – but then you implement the plan – this is always the hardest part of course – sticking to the plan and making it work......... Overall: a really competent entry – but more importantly a really competent marketing plan and execution - your work here (and how I hope you continue it) would put many commercial organisations in the shade!”

Award Ceremony

In May, members of the Marketing group attended an awards ceremony at Glan Clwyd Hospital Library. The award was presented by Bethan Rogers, Marketing Officer for CyMAL. A special

cake decorated with the front cover of our competition entry ‘Meeting the Marketing Challenge 2013’ was served to attendees.

Pamela Jones, Library Services Manager at Ysbyty Gwynedd, holding the award

AWHILES Annual Support Staff Study Day 2014 The AWHILES Annual Support Staff Study Day was held, at Cardiff University, on 23rd May. Following a warm welcome and plenty of cake, Wendy Foster (AWHILES Chair) and Janet Peters (CU Librarian) welcomed the Library Assistants from across Wales to what would be an enjoyable, inspiring and informative day. The day began with a presentation, and an open question time, on the New Shared Library Management System Project. The suggestions and ideas of the Library Assistants were listened to and it is apparent that the new system will be an exciting and positive venture, which will ultimately enhance and shape the future of our Libraries.

Discussion time


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Following a presentation from Tracey Stanley (CU Deputy Librarian), individuals were split into groups in order to discuss and evaluate the library experience within the realms of their own libraries. We looked at the ‘whole library experience’, through the eyes of the user, along with the emotions they encounter on their journey. This allowed us, as library assistants, to empathise and, ultimately, to realise that the information that we provide not only supports but also makes a real difference to the individual.

‘Library experience’ group work

The final presentation of the morning was provided by Meg Gorman. She informed us of the New Inter Library Loan Policy, which included Copyright Law. Copyright was to be the theme for the quiz over lunch, so we were advised to listen hard during the presentation, as the clues were there!

After a hearty lunch, which comprised more cake, there was a chance to network and complete the quiz before breaking off into chosen groups to take tours of either the Health or Dental Library.

‘There’s an App for That’ was the penultimate presentation of the day. This highly entertaining and informative talk, provided by Nigel Morgan and Rob Beadle, highlighted various apps available, including those which could be beneficial to the library user within the workplace.

Apps for reading, education, managing references, note-taking and presenting were explored. Not to mention an App on How to boil an egg!

There’s an app for that

Later, Prof. Alison Bullock (Cardiff Unit for Research and Evaluation in Medical and Dental Education – CUREMeDE) gave a presentation on the iDoc project. She explained that this resource helps newly qualified doctors make a smooth transition from medical student to medical professional and was highly beneficial on the notorious ‘Black Wednesday’. The ability to download this resource onto an easily accessible smartphone provides the user with a valuable hands-on tool, with a multiplicity of up-to-date medical and patient information, including drug dosage data. This not only helps patient safety, but also has an impact on learning. We asked Prof. Bullock whether posters could be distributed to all libraries in order for them to be display and promote this in readiness for August 1st.

The day was rounded off by an announcement of the prize winners. Jane Scott (Glan Clwyd) won the quiz and Lynne Murdoch (Royal Glamorgan) won a prize for her feedback form which was drawn at random. Each received prizes donated by the Copyright Licensing Agency.


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Wendy Foster & Janet Peters

Finally, Wendy, Meg and Janet summed up the day and distributed goodie bags before final farewells.

Lucy Roberts & Joanne Holmes, John Spalding Library

New Librarian I recently qualified as a Librarian, having studied Library and Information Management at Manchester Metropolitan University. I have worked in various academic and public libraries across North Wales and Manchester. My previous post was at Bangor University where I provided a student-centred library service for the Health, Arts and Education libraries.

Lisa Jones,

New Librarian at Glan Clwyd Hospital Library

Within my current role, I will be answering enquiries, delivering training sessions on information and critical appraisal skills and ensuring that relevant materials are available to support evidence-based practice. I will also be the Student Liaison Librarian, supporting the information needs of students during their hospital placement, running library induction sessions and demonstrating the library services and resources.

Lisa Jones

Glan Clwyd Hospital Library WiFi Available Here Betsi Cadwaladr University Health Board is currently rolling out a new public WiFi service, provided jointly by BCU and a company called WiFi Spark. It went live at Wrexham Maelor Hospital, Glan Clwyd Hospital and Ysbyty Gwynedd in July, enabling Internet access at these sites using personal devices such as smart phones and tablets. In the future, it is intended that the service will be available at other BCU sites at public areas with corporate WiFi coverage e.g. community hospitals. The service is intended for the visiting public, in patients, out patients, visitors, and visiting contractors. The service will not be accessible from BCU corporate devices. However, it will be accessible by staff from their own personal devices, during breaks and subject to normal acceptable use policies.


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Cardiff & Vale University Health Board Medical Work Observation Programme Every year Cardiff and Vale UHB hosts a Medical Work Observation Programme for local sixth-formers who are considering studying medicine. They spend a week observing in clinics and theatre, and get to know more about the Cardiff University curriculum. Previous groups have been welcomed to the Archie Cochrane Library where they are able to look at text-books and journals, perhaps to find out more about the illness of a particular patient they have seen. This year we were offered the chance of a library slot at UHW and UHL, which we thought would be a good opportunity to highlight library services and encourage students to apply to Cardiff. Meg and Rosemary joined forces with our subject librarian colleagues Angela Bowyer, Nigel Morgan, Delyth Morris and Rowland Somers to prepare a lively interactive session which gave an overview of the libraries before using a case study of Tom Hanks, who has diabetes. The students were asked to find some basic information and then evaluate the sources – they were very surprised when told that Wikipedia, when used carefully, can be a worthwhile starting-point. We then asked them to use a checklist to evaluate the Vegetarian Society website, before showing them two academic papers on vegetarianism. To round off the session they had a tour of the library. Feedback so far suggests that they enjoyed the session and joined in the activities with enthusiasm.

Rosemary Soper, Archie Cochrane Library

ERASMUS: Cardiff University Erasmus Staff Development Programme 2014

Some of the 2014 Erasmus visitors outside the

National Museum Cardiff Sonja Haerkonnen was the programme organiser with a team of three other members from the University Library Service. This involved several planning meetings to organise the programme and to ensure it ran smoothly. The logistics of organising a large group made it more realistic to stick to twenty six people, with a waiting list of delegates who wanted to attend. What seemed like months away at one time was suddenly upon us, so at the end of March 2014 the twenty six arrived from all over Europe e.g. Finland, German, Spain, Sweden. The busy five day programme included presentations from each of the visitors, visits to Trevithick Library, Arts and Social Studies Library and Archives and Special Collections, the Health Library and the European Document Centre. Our staff also gave presentation on Information Literacy, Patron Driven Acquisition, Open Access, work of SURE-Systematic reviews, Ask a librarian Service, social networking and support for researchers. There were also visits to Cardiff Public Library and the Library at the National Museum. There was a social evening on the first night and a visit to St Fagan’s National History Museum. Certainly it is very interesting to meet with other librarians from different settings/countries and makes you realise they face the same


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challenges as ourselves. Apparently there is only one other institution that organises a similar programme but it is very expensive to attend. The programme evaluated well and we look forward to the next group visiting in 2016. http://www.cardiff.ac.uk/insrv/outreach/erasmus/index.html

Angela Bowyer, Health Library

Research and Development Conference Cardiff and Vale UHB R & D Conference was held in the Cardiff City Stadium in June, and I took along our library banner, scanned front covers of relevant books, some library guides and a specially-written information sheet on Help for Researchers. The day began with a presentation from Professor Jon Bisson, who is now Head of NISCHR and was formerly the Director of R&D in Cardiff and Vale. The current Director, Professor Chris Fegan, spoke in the afternoon and clearly has big plans for future work. He was interested in what the library can offer and is passing on an e-version of the Help for Researchers sheet to his colleagues. I found it a useful day, and the Stadium is a large and impressive venue (with a big car-park!)

Rosemary Soper, Archie Cochrane Library

Subject Web Pages A group of CU subject librarians is revising our ‘Resources for your Subject’ web pages, with the new versions due to be launched before the start of the Autumn semester. The aim is to provide an easier path for finding information and to group resources more logically. Look out for an announcement in the next month or so when we go live.

EASL Craft Sale and Go Zambia A new fund-raising idea for EASL (Educational Awards in Sierra Leone) was a Craft and Cake Sale at several venues during June, around the day of the African Child (9th June). EASL is a registered charity run by a small group of library staff plus other colleagues, and we support secondary education for children in Sierra Leone who might not otherwise be able to go to school. Our partners in Freetown sent us a batch of locally-made crafts including jewellery, carved animals and textiles which we sold alongside cakes provided by EASL members. This was a successful venture which gave us a profit of £324.65, with some crafts left for our next sale in November, ideal for Christmas presents!

As part of the EASL sale, the Director of Media Resources, Paul Crompton, gave two talks entitled “Go Zambia” which illustrated the work of this project, set up by Cardiff medics to share expert knowledge with the Chongwe District of Zambia, helping to reduce maternal and child mortality, promote environmental sustainability and achieve universal primary education. Paul’s slides showed the difficulties of the geography and infrastructure in Zambia, with considerable variation in availability of health care, and also how support from Cardiff can make a difference. His audiences were very interested in his descriptions of his visits and impressed by what has been achieved.

EASL stand in the Health Library

Rosemary Soper,

Archie Cochrane Library


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Cwm Taf University Health Board WiFi @ work Following a major investment by the Health Board WiFi is now available across all sites. The service is being provided by The Cloud, part of the Sky group of companies and went live on the 19th May. To gain access users must register with Sky but it’s quite a straight forward process. Usage rates have increased steadily since the launch with about 1600 users on average between 9 and 5. Comings and Goings After 13 years of working in the Library service Graham Hughes retired at the end of February. The occasion was marked with a small party to celebrate his time with us. Linda Foster and Marilyn Lewis returned to see him off and Andrea Gristock, Head of Clinical Education, provided the cake and kind words wishing Graham all the best in his future endeavours. Graham is interested in family history and is hoping to spend more time tracking down relatives in far flung places such as Canada. Graham has subsequently been replaced by Emma Sheppard. Emma worked on a surgical ward previously so it has been quite a culture shock moving to the Library. She has gained lots of new skills and brings her clinical knowledge to bear in her new role. She attended the Library Assistants Away Day and enjoyed herself immensely, surprising herself with the amount that she had learned since joining our team. In a further change to Library personnel Rhydian Williams has also decided that it is time for him to retire. Rhydian brought lots of valuable experience to the post and will be sorely missed.

He is looking forward to an action packed retirement spending more time with his grandchildren and possibly doing some voluntary work. Cwm Taf ‘Eyes on the Evidence’ The provision of high quality patient care based on good quality evidence is an essential part of modern healthcare. Information or knowledge gaps within the Health Board exist amongst staff and can affect the standard of patient care provided. This could results in decreased patient satisfaction and an increased risk of complaints and litigation for the organisation.

Access to the required information for evidence based care can prove difficult due to time restraints, a lack in research skills and information overload.

Eyes on the Evidence screenshots

To counter these information barriers the library has been involved in developing a current awareness newsletter/website Cwm Taf ‘Eyes on the Evidence’. This has evolved as a method to improve access to up to date information ensuring the care provided is based on high quality evidence, recent guidelines and research.

A new topic will be available every quarter, ‘Falls’ is the first topic covered and the next issue will be on ‘Dementia’.

Sian Robins


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Hywel Dda University Health Board

Letter from Tricia Chapman

Tricia at the Jun 2014 AWHILES Conference

Dear Colleagues

Thank you all so much for my retirement gifts and for the many best wishes I have received for the future. It was lovely to see so many of you at my final AWHILES conference. On reflection I realise that I have been to every conference since the first one in 1991 in Gregynog. Same wonderful colleagues, same fantastic cooperative spirit, just with better food and facilities!

I'm looking forward to having an AWHILES group picture to put in my photo frame, and of course to a shopping trip in John Lewis. I've not decided yet what to buy, but I'm anticipating needing some classy holiday accessories. I'm planning to go to Australia next year for the World Netball Championships in Sydney in August 2015. The Welsh Netball supporters club organises an all inclusive tour with tickets for matches, flights, accommodation and day trips, plus good company. In the meantime, I'm enjoying my garden in this lovely summer weather and catching up with my long list of "must reads". Of course I will keep a lookout for AWHILES activities in the news and I hope to take up your kind invitations to drop in for coffee if I'm in your area.

Thank you again, Tricia.

Commonwealth Games Baton On Tuesday 27th May, I was honoured to have been selected by Sports Development to be a Commonwealth Games Baton Bearer in the town of Laugharne.

Valerie Evans and Hilary Jones

Laugharne is the focus of many celebrations this year marking 100 years since the famous Welsh poet, Dylan Thomas’s birth. We had an early start and had to meet at 6.30 a.m. with the baton arriving in its own mini bus with a bodyguard at 7.00am. It was a fascinating day with the march arriving at the designated points at the exact time that live TV cameras and the radio linked in to interview the spectators and organisers and listen to Dylan Thomas’s poetry being read in his Boat House. The Commonwealth Games Baton left Laugharne 9.00 a.m. promptly when and we were able to relax with our tea, bacon rolls, Welsh Cakes and Bara Brith in the Boat House.

Angela &Valerie Hafan Derwen Library


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e-Learning Experiences June 2014 Hywel Dda University Health Board, along with other NHS Wales employees, is now engaged in the Mandatory Training using the E-Learning portal. In Pembrokeshire, having just done our PDRs, Debbie and Angie set to action, by working through the list of Mandatory Training and it has been an interesting experience.

Getting onto the system successfully was the first hurdle, and although we like an odd obstacle to climb over, this seemed to be an off-putting starting point.

Once logged in, and then proving we could remember the obscure login process, to be able to re-enter, we endeavoured to work through the minefield of “pressing” the right buttons, to proceed. The biggest joy was to complete the end test for each course successfully and print off the certificate.

We realise, we should have closed the office and concentrated on the training sessions, instead of trying to multi-task and run a library enquiry service at the same time, but as we are currently short staffed, this was not a luxury we could afford. Most of the training went without too much of a struggle, Working Safely, Infection Control, POVA, Safeguarding Children etc – but the Resuscitation session, when we were scenario based and saving lives by pressing keys on the keyboard, this was a little traumatic, especially when a customer came into the office and caught me violently tapping two keys of the keyboard to keep the CPR going until the “fictional” paramedics arrived! Only pleased we did not have to “kiss the technology” as on the Wonga TV Advert – that vision would cause our clients much more concern. Shame all our training can’t be as action-based and memorable as this – but now we have completed it, we can, “hopefully” share our experience and empower our

library users and other Health Board employees how to do the same.

Angie and Debbie, Withybush Library

Keeping hope alive!

WeLIS Project Update At last we have positive news to tell you! Two weeks ago, the WeLIS project was informed that we have been given the go ahead to be included with the other NHS Wales e-learning courses on the Moodle platform. At present we are preparing the information to go on the Welcome page and finalising where the course will be located on the NHS Wales e-learning home page. It looks as if the logical heading would be Informatics. The next step will be to transfer the two completed modules, Searching the CINAHL database and Introduction to the e-Library on to the Moodle platform. So, hopefully, AWHILES librarians will be able to offer e-learning courses to the list of services we provide to our users soon. WeLIS Group Philip Rawle tended his resignation from the group earlier this year and we would like to thank him for all the work the work he as put into the project over the past few years. Modules Update Angela Selvam and Felicity Armstrong have agreed to work on the OVID databases module. I am working on the Planning your Search module and we hope to continue with the work carried out by Philip Rawle on the Cochrane Library module.

Nia Morris, WeLIS Chair


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AWHILES Conference 2014 With AWHILES in its 42nd year, the 2014 conference returned to the magnificent Metropole Hotel in Llandrindod Wells on 25th & 26th June. The conference theme was ‘Quality Routes to Excellence’.

Wendy Foster, Chair of AWHILES welcomed all the delegates and thanked the Wales Deanery for all their support. Special thanks went to Sue Hancock for her work as AWHILES secretary for the past few years, and a warm welcome was extended to Liz Field, who will take over the role from Sue in July. Wendy highlighted AWHILES achievements during the year: completion of the ILL policy and designing of an ILL request form, adoption of the Marketing Toolkit, and BCUHB Library Service’s success in the 2014 CyMAL Marketing Innovation Awards.

Janet Peters, Director of University Libraries & University Librarian at Cardiff, provided an update on the procurement of a shared Library Management System and the completion of LQAF.

Our keynote speaker, Lyndsay Rees-Jones from Real Time Release, introduced an interactive session entitled United We Stand, where she used the concept of mind mapping to enable us to ‘focus on the essential’ and stimulate our thoughts and ideas about our qualities and our strength as a collaborative network of librarians.

Lyndsay Rees-Jones

After an afternoon tea break, delegates were assigned to different groups and participated in workshops themed: Marketing Yourself; Define your USP; Create a Marketing Poster and Push the Boundaries. We were tasked to develop a marketing idea, which could be adopted across AWHILES libraries. This was an excellent opportunity to brainstorm and unleash our creativity with colleagues. Each group presented their work, which included creating a library bag with promotional ‘customer loyalty’ tags; using a generic tag line ‘we can make it easy’ to promote individual services; a poster aimed at promoting the link between the library’s role in providing access to evidence based information and patient care; encouraging all staff groups to use libraries, and opening up libraries to new activities such as speed dating! The use of tag lines, e-mail signatures, QR codes and promotional bags & tags were seen as possible ideas which could be used in our libraries.

Playtime at the ‘Push the Boundaries’ Workshop

A Deanery Update was presented by Dr Anton Saayman, Associate Dean for Postgraduate Educational Support. Dr Saayman spoke of a review of medical training and highlighted information professionals’ role in supporting both trainers and trainee doctors. Dr Saayman also spoke of the GMC’s vision of learning cultures, suitable learning environments, access to libraries and raising awareness of the availability of electronic resources.


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During dinner, presentations were made to Tricia Chapman and Audrey Micklewright who recently retired, and also to Sue Hancock. Bernadette hosted a quiz, which included some very challenging general knowledge questions!

Day two of the conference started promptly with a 2014 legal update on copyright exceptions, presented by Jim MacNeilage of The Copyright Licensing Agency. Jim also highlighted the usefulness of the CLA Title Search tool (and app version), available on the Agency’s website, which enables libraries to check what can be copied under their CLA licence.

The vendor panel, chaired by Janet Peters, provided informative responses on the following topics: enabling libraries to save money; making e-books more accessible, providing collections lists of updated editions, generating lists of available e-journals and the effect of Open Access on the publishing industry. Their responses were well balance and provided differing perspectives on the topics discussed.

Networking

Neil Potentier, from EMQC Ltd, outlined the Customer Service Excellence ® (CSE) standard: ‘a process of continuously reviewing services and ensuring that they are customer-focused’. In her presentation, Tracey Stanley, Deputy University Librarian, gave an insight into the ‘Cardiff experience’ and highlighted

the benefits of working through the standard, which resulted in increased customer satisfaction and staff enthusiasm.

The last speaker of the conference, David Steward, Director of Health Libraries North West, gave a comprehensive and clear overview of the complex changes taking place within the NHS in England.

In her conference ‘round-up’, Janet Peters spoke of the conference’s overall spirit of community and collaboration. Delegates were reminded that it was always good to invent new ways of ‘spreading the message’ when marketing services. Janet mentioned the consultation on medical training in England and Wales, and the importance of AWHILES submitting recommendations. There was also a request for volunteer libraries to work towards the Customer Service Excellence ® (CSE) standard.

Conference delegates

AWHILES would like to acknowledge support from: Blackwell’s, BMJ Case Reports, the Copyright Licensing Agency, EBSCO, Elsevier, Emerald, Swets, Tomlinson’s, Wolters Kluwer Health: Ovid and Wolters Kluwer Health:UpToDate.

Thanks also go to Nathan Owen, Senior Library Technician, Ysbyty Gwynedd, for taking photographs during the conference.

Nia Jenkins Ysbyty Gwynedd

awhiles partnership newsletter · 2017-02-01 · awhiles partnership newsletter 1 note from the...

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