Vanderbilt University Medical Center recently re-evaluated its operations in light of the demands of the new healthcare environment, and formed a patient-centered mission, vision and credo to address emerging needs. In response to this effort, a team from the Eskind Biomedical Library studied the staffing patterns of the library's public service points, the barriers our customers encounter, and how we might use our librarians' time more effectively. The team developed a customer-centered service model to address these issues.
Wešve replaced the traditional separate circulation and reference desks with a flexible team covering four library-wide service points. Three service points are staffed mainly by Health Information Analysts -- the library assistants who handle most routine information requests. Information & Education Services librarians cover the fourth service point, and handle complex questions requiring in-depth subject knowledge and specific database searching expertise. Service work is shared across divisions and involves as many staff at all levels as possible. By freeing librarians from most routine questions, we allow them to concentrate on new projects and expanded roles, such as clinical librarian programs, consultation services, and patient information services.
The success of this model depends on an intensive training program. Health Information Analysts receive ongoing training involving mentorship and resource-sharing throughout the library. The training process employs an in-depth, self-directed learning model developed through a National Library of Medicine training grant. The training model, initially developed for health sciences librarians, has been adapted successfully to Health Information Analysts at Eskind. Testing and initial implementation of the model began in October, 1996.
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