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PubMed2001

Assessment of Customer Service in Academic Health Care Libraries (ACSAHL): an instrument for measuring customer service.

OBJECTIVES: In a pilot study, the library had good results using SERVQUAL, a respected and often-used instrument for measuring customer satisfaction. The SERVQUAL instrument itself, however, received some serious and well-founded criticism from the respondents to our survey. The purpose of this study was to test the comparability of the results of SERVQUAL with a revised and shortened instrument modeled on SERVQUAL. The revised instrument, the Assessment of Customer Service in Academic Health Care Libraries (ACSAHL), was designed to better assess customer service in academic health care libraries. METHODS: Surveys were sent to clients who had used the document delivery services at three academic medical libraries in Texas over the previous twelve to eighteen months. ACSAHL surveys were sent exclusively to clients at University of Texas (UT) Southwestern, while the client pools at the two other institutions were randomly divided and provided either SERVQUAL or ACSAHL surveys. RESULTS: Results indicated that more respondents preferred the shorter ACSAHL instrument to the longer and more complex SERVQUAL instrument. Also, comparing the scores from both surveys indicated that ACSAHL elicited comparable results. CONCLUSIONS: ACSAHL appears to measure the same type of data in similar settings, but additional testing is recommended both to confirm the survey's results through data replication and to investigate whether the instrument applies to different service areas.

Consumer Behavior↗
PubMed1983

Medical library support in rural areas.

Physicians in rural areas often feel professionally isolated due to lack of access to medical center services, particularly library services. To test the need for and use of medical library services, an experimental program was established for physicians in southeastern Kentucky. Physicians were given a toll-free number to call for assistance or to make requests, and persons in two rural locations were trained in the use of basic library reference sources. A communication procedure to a university medical center was established to help patrons obtain information. Evaluation of the service showed that users were much more satisfied with the availability of medical library resources.

Kentucky↗
PubMed1996

Comparing and using assessments of the value of information to clinical decision-making.

This paper discusses the Value project, which assessed the value to clinical decision-making of information supplied by National Health Service (NHS) library and information services. The project not only showed how health libraries in the United Kingdom help clinicians in decision-making but also provided quality assurance guidelines for these libraries to help make their information services more effective. The paper reviews methods and results used in previous studies of the value of health libraries, noting that methodological differences appear to affect the results. The paper also discusses aspects of user involvement, categories of clinical decision-making, the value of information to present and future clinical decisions, and the combination of quantitative and qualitative assessments of value, as applied to the Value project and the studies reviewed. The Value project also demonstrated that the value placed on information depends in part on the career stage of the physician. The paper outlines the structure of the quality assurance tool kit, which is based on the findings and methods used in the Value project.

Cost Savings↗
PubMed1975

A survey of the use of on-line computer-based scientific search services by academic libraries.

To explore their use of on-line computer-based bibliographic search services, a one-page questionnaire was sent to 100 academic libraries in the United States having separate departmental chemistry or science libraries. An attempt was made to determine the background training of the persons performing the searches, who the end users were, the growth trend, the funding, the data bases used, and the value to the users. Of the 73 replies, 49.3% indicated use of such services, while 24.6% were planning to use them primarily by faculty and graduate students. Of those reporting, 83.3% used searchers with a background in library or information science; 47.2% had a background in scientific discipline. Two or more on-line services were used by 72.2%. A majority of respondents stated that the user paid all expenses or a portion of the expenses. The searches met the needs of the user most of the time in 83.3% of the cases, and all of the time in 5.4%.

Information Systems↗
PubMed1990

Improving access to computer-based library and drug information services in patient-care areas.

A project to increase access to drug and biomedical information through electronic linkage of drug information and library services to three patient-care areas is described. In February 1987, microcomputer work stations were installed in the Bexar County Hospital District's hospital emergency department, medical residents' office, and ambulatory-care clinic, as well as in The University of Texas Health Science Center's library reference area and drug information service office. Drug information was available on compact disk through the Micromedex Computerized Clinical Information System (CCIS) database, which includes DRUGDEX, POISINDEX, EMERGINDEX, and IDENTIDEX. Each work station was also connected to the library's computer via modem, allowing access to the Library Information System, books, journals, audiovisual materials, miniMEDLINE, and an electronic mail system. During the six-month project, the system was used 5487 times by 702 people. The system was successful in providing drug and other information in clinical settings and in introducing clinical staff members to new information technology. To increase access to the system after the project ended, the CD-ROM version was discontinued, and the distributed tape version of CCIS for VAX computers was added to the library's online information system, making drug information more available throughout the campus and teaching hospitals. In 1988-89 an average of 200 people accessed the tape version of CCIS each month. Although it is difficult to replace the convenience of an onsite library, at least some drug and biomedical information needs in the clinical setting can be met through computer networking.

Computer Communication Networks↗
PubMed1986

The National Health Service and medical libraries in England.

This paper provides an overview of the National Health Service in England, including its history, its present structure, and factors that make it different from the U.S. health care system. The NHS libraries and librarians are discussed. The NHS is divided into fourteen regions in England. Three specific NHS libraries in the Wessex region are described--a hospital library, an administrative library, and a patient education library. The problems and accomplishments of NHS librarians are discussed, as well as some similarities between NHS libraries and U.S. medical libraries. Medical librarians are urged to try to understand the medical library scene in England, so that they can Learn from the unique strengths of their counterparts there.

England↗
PubMed1977

The services of a hospital medical library.

The purpose of a hospital medical library is described under the headings of diagnostic and treatment guide, current awareness and access to published literature. The Wessex Regional Library and Information Services is described.

Hospitals↗
PubMed1994

The Utah education network: a collaborative model.

High-speed data communications networks are transforming the operations, services, and roles of libraries. While the installation of the physical network is often the focus of activity, the administrative and political issues are, in fact, fundamental. For libraries to participate in and influence the development of networks, building new partnerships has proven to be an effective strategy. This paper describes the use of this strategy in the development of the Utah Education Network. This participation is essential if libraries are to take full advantage of the technologies and to ensure that networks reflect the fundamental values of the profession.

Computer Communication Networks↗
PubMed1964

THE DEVELOPMENT OF INTERLIBRARY LOAN SERVICE IN JAPANESE MEDICAL LIBRARIES.

An interlibrary loan system in Japan was established by the Japanese Medical Library Association in 1927. Since then the members of the Association have increased from five to forty-eight-all forty-six medical school libraries and two dental school libraries. The Association's service has been enlarged, particularly since World War II. The number of interlibrary loans among member libraries has increased greatly, especially since 1954, thanks to the development of union lists and photoduplication service. Today, more than 80 percent of the requests are filled with photocopied materials. On the other hand, the growth of medical literature has made interlibrary cooperation very necessary, especially internationally. An agreement was made in 1948 concerning photoduplication service between the Japanese Medical Library Association and the National Library of Medicine.

Computer Systems↗