1. Working Smarter for Better Health
The Role of the Outreach
Librarian
Carl Marsh - Head of Client Operations
Kieran Lamb – Head of Evidence Services
Working Smarter for Better Health

2. 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

3. Working Smarter for Better Health
Who We Are
Clinical
Support
Services
Corporate Services

4. Working Smarter for Better Health
Our Vision & Values
Our 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 Values
We
Put 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

5. 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.

6. Working Smarter for Better Health
Outreach Librarian
Role 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

7. 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

8. Working Smarter for Better Health
Document Request Supply
Knowledge
• 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

9. Working Smarter for Better Health
E-Resources Management
Managing 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

10. Working Smarter for Better Health
Keeping Up-to-Date
Horizon 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

11. 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

12. 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

13. Working Smarter for Better Health
Ensuring We Deliver
Customer 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

14. 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

15. 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.