Walsall Healthcare NHS Trust

Walsall Healthcare NHS Trust provides local general hospital and community services to around 260,000 people in Walsall and the surrounding area. It is the only provider of NHS acute care in the town, providing inpatient and outpatient services at the hospital as well as a wide range of services in the community.

Library and Knowledge Services is pivotal in supporting the Trust’s vision of becoming your partners for first-class integrated care. Open 24/7 and staffed from 08:30 to 17:00 the library serves approximately 200 users daily, including doctors, nurses, students, health professionals and volunteers. It is also a member of a consortium which provides access to the services and collections of NHS libraries throughout Birmingham, Solihull and the Black Country, collectively known as BASE.

Library facilities include:

  • Computers with Internet access.
  • A self-service machine which allows you to issue, renew and return items loaned from the library.
  • A photocopier with scanning facilities, colour printing.
  • Free WiFi available.

Resources

  • Over 4,000 books (including e-books) on site and a further 83,000 available through the BASE library catalogue.
  • Digital resources.
  • Access to over 3,000 electronic full-text journals and health databases.
  • Fiction collection.

Services

  • Literature search service.
  • Update Your Knowledge information skills training.
  • Read Alert current awareness service including bulletins and journal table of contents alerts to update your knowledge.

Upgrade required for self-service kiosk

The previous self-service and security system was originally adequate for the library needs. However, it was becoming increasingly expensive and difficult to service; plus the existing RFID (Radio Frequency Identification) units had become obsolete.

To upgrade the system, a tender invitation was sent to three major suppliers.

In analysing their responses; and after taking into account the views of other library managers, the library team identified 2CQR as offering the best products, service and price.

Installation

Jacqui Watkeys, Head of Library and Knowledge Services was also impressed with 2CQR’s implementation plan; “We couldn’t fault 2CQR’s delivery on this project. Their pre-installation visit enabled us to plan with them, not just the practical positioning and installation issues, but also our preferred features and functions of the software”. Jacqui was just as pleased with the installation; “Working with our library and Estates team 2CQR were able to complete the installation in just two days”.

After-Sales Service

Liz Askew, Evidence Based Information Specialist “The system had some things we wished to change….small things like wording on the kiosk, and although we had retagged the books there were some barcodes that were rejected…these issues were all resolved satisfactorily by 2CQR”. Liz added that 2CQR staff were supportive at all times.

Practical features

The Totem self-service issue and return kiosk complete with Librid software is a success with both the users and the library staff. For users the Totem is fast and easy to use whilst the monthly management reports are a winner with staff. Detailing stock, users and fines the reports provide a regular, detailed overview of transactions. Updating and customising of features is easy, either internally by staff or, if needed, with instruction from 2CQR.

The security gates, which feature tracker software, have clear panels and a lightweight appearance. Being unobtrusive they reflect the library’s positive user-friendly approach to stock control. The gate tracker is highly effective in identifying, both with a warning alarm and book identification on the librarian’s workstation, any items not checked out using the kiosk.

Launch

The system was officially launched on 25th October 2017, following a successful soft launch which was used to test the functionality of the products. This allowed adjustments to be made before a wider promotional release.

Summary

Now in operation for over six months the 2CQR system is proving effective. The phrase that crops up constantly is “User Friendly”. Staff have found it fast and simple to use and users have appreciated the ease of use and appreciate its convenience.

 

Jacqui said “We have found 2CQR very responsive to all our requests, they answer all our queries either over the phone or, when needed, on site” and “there has been no negative feedback; in fact all our feedback has been positive”.