Library Standards

 Our customers include:

  • Health care providers, researchers and students

 

 Customer Service Values:

  • We will treat all of our customers with courtesy.
  • Our customers will be assisted by knowledgeable staff.
  • We will provide information and instructional materials to assist our customers in using our products and services.
  • We will meet or exceed our established deadlines for providing customer service.
  • We will assess our customers’ needs and level of satisfaction with our services.

 

Customer Service Commitment:

Our goal is to respond to your enquiry according to the follwing standards.

  • If you contact the Library…….staff will be available to assist you during business hours.  Our businesshours will be prominently posted and noted in our guides, intranet site and through other information sources. We will try to answer your enquiry immediately.  If this is not possible then we will endeavour to contact you within 24 hours and complete the enquiry within 5 working days.
  • If you request an article or an Inter-library loan from the Library…..staff will be available to assist you during business hours. Where possible, we will try to process your request straight away.  If this is not possible then we will do so within 24 hours.  You will be contacted if the item is not available.
  • If you request a photocopy/download from the Library……staff will be available to assist you during business hours. Where possible, we will try to respond to the request straight away.  If this is not possible then we will do so within 24 hours.  You will be contacted if the item is not available.
  • If you request a Literature Search from the Library……….staff will be available to assist you during business hours.   Where possible, we will try to undertake the search and make an initial response within 24 hours.  We will produce a final response with 3 working days. 
  • If you request to become a new member of the Library………staff will be available to assist you during business hours.  Where possible we will have your registration card ready within 24 hours of receipt of your membership form. 

 

Customer Care

The Library and information service aims to provide an efficient, effective, multi-disciplinary, high-quality, needs- based service giving access to health sciences, nursing and other related information. 

The library’s collection is intended to serve the information needs of all health professionals and students, but access to information in the collection is available to everyone

 

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