Running Virtual NHS Library and Knowledge Services

Through our regional networks we are aware that, in line with government guidance, some NHS library and knowledge services staff are working from home, providing virtual services to support access to evidence which is particularly critical at this time.

Local NHS library and knowledge services staff have shared their tips and work-arounds, including working with Information Technology. They share how the services operate and how the staff teams are supported.

We have also compiled resources on working from home. This includes support for staff well-being that may be valuable to share with NHS colleagues.

Do join the conversation in the comments box below, sharing your experience of what works well and resources we can add.

Bradford District Care NHS Foundation Trust (BDCFT)

How we are providing a virtual service: The BDCFT team can offer the vast majority of our resources and library services remotely and most of the team have a work laptop and should be able to carry on with their duties as normal. BDCFT staff can still access the library with a swipe card and issue/return books on a self-service basis. I will suspend all overdue notifications. We have tubs of antiseptic wipes in the library for folk to wipe down the desks and keyboards etc before use. A member of the library team is hoping to pop-in periodically to check that all is ok/top-up the printer paper/update Heritage with returns etc. We will continue to promote all aspects of the service as widely as possible to let BDCFT staff know that we still here to support them and their information needs.

How we support the library and knowledge services staff working remotely: Most of the team do have a work laptop and I am liaising with IT to try and get laptops for the remaining staff, who are currently using their own devices. We are speaking regularly by phone and in touch by e-mail. I am working with IT to get a MS Teams page set up for us and we currently using the Chat function. When this has been set-up, I am planning a morning huddle each day to catch up with everyone. All members of the team have sent me through a list of what tasks they can work on from home so I can ensure that all possible services are being covered.

Contact for more details: Becky Williams
Mobile: 07747769999

Royal Papworth Hospital

[Note: Papworth has been a virtual service since a site relocation in April 2019]

How we are providing a virtual service: The methods of providing a virtual service are very straightforward. Our laptops have the Library Management Software installed and we access Trust shared drives via VPN.  All user requests are submitted digitally via our website: literature search, training, articles, registrations.

The forms are available on our website. (So please have a look if you think these will be helpful to you.) When the user completes the form, it is delivered to a shared mailbox. Different staff members pick up different tasks. We colour code them so we each know what’s unassigned, in progress or completed. When trouble shooting user problems, we usually talk people through step-by-step over the phone and provide screenshots by email or by screen-sharing through Cisco Jabber.

In our contingency planning for the move, our Clinical Outreach Librarian, Rebecca Rowe recorded 3 of her training sessions: academic writing, reflective writing and writing for publication. These of course will be helpful now training is suspended.  Again, please utilise these if they are of help to you or your users.

How we support library and knowledge services staff working remotely: Firstly, I will say that I have always tried to see each team member once a week and monthly 1-1s are always face-to-face; having said that, it is easy to develop ways to support the team when you are working remotely. I usually begin the day by emailing everyone a ‘hi, how was your evening?’. It opens a dialogue and the responses give you a feel for if there’s anything non-work related that they need to share. I always say call me if you need anything (my work phone number is connected through my laptop with a headset and mic). I might phone them during the day if we’re trouble-shooting something. Feedback is also important so emailing your thanks or recognition for their work is vital. Team meetings can work well virtually too especially if you have webcams because then you can ‘see’ each other and it feels good.

Contact for more details: Becky Scott
Tel: 01223 639733

Gloucestershire Hospitals NHS Foundation Trust

How we provide a virtual service: Currently working from home using “virtual laptop” provided by our Trust. Access to generic email for enquiries, also CLIO for document supply and updating website and Twitter. Can access library catalogue but need for this may be inconsequential. Main service is provision of literature searches and enquiries with patient care and business decision making queries are prioritised. Piloting use of Skype to provide support to those who want help with finding evidence, especially if they are self isolating or working from home. If library becomes unstaffed but still open signage will be placed to say to contact generic email, this will also publicised on Twitter and website.

How we support library and knowledge services staff working remotely: Daily morning call to discuss work for the day. Regular contact throughout the day via phone and email – this may decrease when I am redeployed.

Contact for more details: Lisa Riddington

Hampshire Healthcare Library Service

How we provide a virtual service: This is all about communication – we use our Trust private Facebook pages, twitter, posters with various contact details and have put messages in the Trust weekly bulletins and ensuring that out-of-office messages are utilised. We are keeping all avenues of communication open – we have a work mobile phone that is being monitored (and in order to reduce pressure on that phone we have also offered a text only mobile phone number). I am keeping my team updated with a daily message and ensuring that all appropriate URLS are sent home via email.

How we support library and knowledge service staff working remotely: We have collated all contact details and asked who has the capability for working from home – as we provide services for two Trust it gets complicated, but Hampshire Hospitals staff have all had remote access enabled. Southern Health Foundation Trust staff – three of us have laptops already, but remote access is not enabled for other staff other than using emails or personal emails (with permission). We have ensured that all email inboxes are delegated to at least two other people. We have also signed up to Slack to provide some real-time conversations and social connections without using teleconferences as their library service manager (me!) is deaf which makes life complicated.

Contact for more details: Sam Burgess
Twitter: @samanthaclare

Bodleian Health Care Libraries

How you provide a virtual service: We’ve had to un-staff our libraries and switch to a virtual service in 2/3 days.

  • We’re signposting the available online resources at our libguide (OpenAthens etc.).
  • We’re working with our Director of Medical Education to collate an online list of resources and looking at getting electronic copies of books we’re missing.
  • All books currently on loan have been auto-renewed until 19 June 2020 andny fines will be waived.
  • We’re offering our Searching, Training, Help and Advice services online.
  • We have a rota for enquiry cover including dialling in to check answerphones and enquiry email monitoring. We offer training and consultations via telephone, Skype and other online platforms so will continue to do this.

How you support the LKS team working remotely: We’ve become experts in MS Teams in 2 or 3 days! We’re using it to communicate with each other and store documents. We have a number of channels set up within it including a “staffroom” where work chat is banned – it’s purely for the kind of stuff you discuss over a cup of tea or coffee. So far it’s got pictures of bird feeders, goldfish and biscuits! We’re going to use it to set CPD tasks for staff who may not have work they can complete from home but will still make them feel involved. We also have a member of staff phoning people for a chat and we’re formalising how we’ll keep this going. – a lot of what we’re doing is working out how to keep up communication and pastoral care. Many of our staff live alone so we want to make sure they’re OK personally as well as professionally.

Contact for more details: Owen Coxall

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