UPDATE on the development of the National Service Framework and National Standards for NHS knowledge services in England

The following update on the development of the NSF for NHS knowledge services has recently been circulated to NHS librarians. It is of strategic importance to us in respect of the effects it will have on shaping the wider knowledge services environment within which the RCM library operates, and in turn the experiences and expectations of the NHS staff who use these services.
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The consultation on the National Service Framework (NSF) has been completed and the work on creating national standards is well underway.

A Task and Finish Group was established at the beginning of the year and is made up of 10 members who were invited to participate because of their knowledge and experience of standards creation, quality performance monitoring, and/or of the needs of service delivery. The Group will submit its work to the new Library Service Development Group when it meets on the 26th April. It is intended that the first draft document will then be available to librarians in early May 2007.

The NSF and standards work will establish quality assurance for knowledge services and a performance monitor process. The work has been facilitated by Health Accreditation Quality Unit (HAQU), who is an operating division of CHKS Ltd, a company specialising in healthcare knowledge systems.

HAQU aims to improve the quality of service offered by health care providers and other associated organisations and works with a wide range of health care providers and their standards-based quality assessment programmes have been developed for hospitals, primary health care teams, community health services, mental health and learning disability services, nursing and residential care homes, primary care trusts and hospice services.

The NSF

The national service framework establishes the core and developmental requirements for library services, focusing on the outcomes for knowledge services and emphasising access to the knowledge base.
The framework establishes the principle that a knowledge service is not expected to be delivered by an individual organisation. Rather, knowledge services must work collectively to deliver an integrated and seamless service to their customers and stakeholders.

It is intended (hoped) that this principle will build on the professional tendency of librarians to work in networks.

National Standards

The national standards for NHS Knowledge Services in England are being designed to continuously improve the quality of knowledge services within healthcare organisations. The standards reflect government health policy and guidance in the United Kingdom and statutory requirements (e.g. Improving Working Lives and Standards for Better Health), the core and developmental components defined in the National Service Framework, and alignment with the requirements of the International Standards for Quality in Healthcare and other international standards (e.g. ISO 9001:2000 International standard for quality management systems).

The standards address core and developmental elements that aim to deliver high quality information services and resource that support evidence based practice, clinical governance, leadership, the quality of the learning environment, the experience of staff working within knowledge services and teamwork. The standards include those essential elements concerning systems, processes and environment.

The philosophy that informs our work is that:

a. Knowledge must be embedded within the strategic direction and operational activity of all health care organisations. Knowledge is a key organisational asset, that when managed and mobilised can underpin organisational activity
b. Access to knowledge is a right and not a privilege.
c. Knowledge services must be aligned with the requirements of the organisation and stakeholders, as well as being integrated with wider regional and national service provision.
d. There is a strong commitment to continuous improvement in patients’ care and experience whilst ensuring the resources are used well.
e. The requisite physical, technical and organisational environments are in place to enable staff to give of their best.
f. Those who provide and deliver service are fully engaged and supported in influencing and achieving desirable change.
g. The promotion of continuous improvement and self-development is based on proper accountability and the achievement of essential standards of good practice.
h. The whole organisation, service or systems are functioning well.

Quality improvement

The programme is a powerful tool for healthcare organisations to put in place systems for continuous quality improvement. That is, making sure that at all suitable points, staff within the knowledge service are questioning what is done, how they do it and how better results could be achieved, more efficiently and more effectively.

The programme enables the health knowledge service to examine itself critically against a nationally recognised framework of knowledge services standards. The process of self-assessment and external peer review highlights good practice, whilst setting an agenda for service and team development throughout the healthcare organisation.

Links with other programmes

The NSF/standards and assessment programme aim to complement local and national quality initiatives. Many of the criteria statements are referenced to legislation, statutory guidance, Department of Health guidance, National Service Frameworks and other required assessments such as the Standards for Better Health. The references will help staff to understand where the statements have come from and provide a guide as to where to go for further information about the issues covered in the criteria.

What next?

The details for the next stage are yet to be confirmed, but proposals include:

Apr-Jun
Finalise standards
Devise project manager training
Train pilot sites project managers
Write project manager guidance manual
Create pre-assessment forms

Jun-Nov
Pilot Standards in nominated sites (x3)
Devise assessor training
Train pilot sites assessors
Write assessor guidance manual
Create report writing template

Dec
Feedback from pilot sites and assessors used to refine standards and process
Update materials

Jan 2008
Publish NSF and standards

Also during 2007 the NLH will lead a discussion on the assessment and accreditation award process. Proposals will be published in autumn 2007.

A Task and Finish Group will be established to determine national performance indicators and a mechanism for the collection and analysis of this data.

At this stage is anticipated that services will have 12 months from the NSF and standards being published before assessment begins. This means assessment of services against standards will begin in January 2009, allowing time for the training of assessor and assesses, and for services to prepare.