The Lister Hospital Library, one of two libraries provided by East and North Hertfordshire NHS Trust, transferred to the Lister Education Centre in August 2014 as part of the Trust’s ‘Our Changing Hospitals’ programme.
The same customer need, highlighted in other hospital libraries across the UK, to make the library accessible to the Trusts clinical staff 24/7, drove the decision to implement PSP. PSP’s reputation within the hospital library market was a major factor in the selection process.
Joan Lomas, the Library Manager at Lister Hospital, commented, “PSP was chosen by Luton & Dunstable Hospital Library as their self-issue supplier; Sally Bartlett, the Head of Library and Learning Resources there, recommended the company as they had such a good experience with them. The quotation we received wasn’t the cheapest but we had full confidence in PSP based on Sally’s recommendation.
“We wanted to replicate what PSP had done at Luton & Dunstable Hospital Library, to some extent, so we had a fairly good idea of what we wanted to achieve. Wayne Pallant talked us through the general process and was very friendly and helpful”.
The PSP Team do their upmost to guarantee customers not only get the best library solutions available but also the very highest levels of customer service.
Wayne Pallant, the Business Development Manager at PSP, is the customers’ first point of contact and guides them through the process. Joan continued, “As the hospital library aims to roll out 24/7 access in the next few weeks, we wanted to ensure that the best level of security was in place. In addition to detection systems, we wanted cameras to capture the moment the gate alarm is activated. Wayne was able to recommend a reputable supplier to take care of this for us”.
The installation process had a few minor issues, which the PSP Team resolved quickly and expertly. “The installation took place on the same day that the library was moving, and throughout the installation process the engineers were patient and understanding even though they had to work around moving furniture, crates of books and other contractors. Some final teething problems were solved swiftly and remotely by PSP’s technician Kevin Southgate”.
“As our regular customers are hospital staff they are extremely busy so the self-service machine offers fast and reliable service and its benefits have certainly piqued the interest of our patrons”.