An eRLS Security solution was installed in the new Sir Thomas Browne Library in April 2025 so we caught up with Kim, the Library and Knowledge Services Manager at the Norfolk and Norwich University Hospitals NHS Foundation Trust, to find out how the new RFID stock control system had improved day-to-day library operations.
Did you switch or upgrade from a previous supplier?
It was a brand new system for our new library following a site move. The previous system had been in place in the old space (from another supplier), but it was no longer functional.
What was the reason for switching to eRLS RFID and what was the upgrade process like?
We wanted to incorporate the best solution for our new space whilst keeping our resources secure. Our previous system had stopped working and we were looking for a supplier who would work with us closely and who understood the needs of the NHS.
From quote to installation, PSP were consistently a pleasure to deal with. We had a lot of technical questions from our IT department and PSP provided a raft of information. There was a substantial delay due to our IT approvals process, but the PSP team were incredibly patient and kind throughout, checking in regularly without pressure or fuss.
Once we had the paperwork in place, we were able to borrow a laptop and scanner to get all our stock tagged while we waited for our new library to be finished. This was fantastic as it helped us to spread our workload and make good use of the waiting time.
We were really impressed with the installation itself. Our IT systems caused some problems, but the PSP team worked hard to ensure everything was resolved before they left. When we had problems a few days later (due to our IT systems), we had a fast response to our call for help and things were up and running again within a day.
How do PSP’s solutions make managing your library easier and more efficient?
The issue and return process at the front desk is so much easier now that we have RFID working again. It allows us to serve customers more efficiently and reduces the risk of staff error from manually typing in barcodes.
Do you have a favourite feature or something in particular that makes your life easier?
I absolutely love that we do not have the old security gate design! The discreet ceiling panel fits in beautifully – many customers aren’t even aware that there is a security system in place.
It makes the entrance to the library so much more appealing and removes visual barriers to the space. It has also improved our entrance area as it has allowed us to have display space where the gates would have gone.
“Our previous RFID security system had stopped working and we wanted our new library to use the best solution for the space. The discreet eRLS ceiling panels fit in beautifully – most library users don’t realise we have a security system in place. The PSP team has been a pleasure to deal with throughout the procurement process.”
KIM BARKER-OTTLEY, NORFOLK AND NORWICH UNIVERSITY HOSPITALS
Have you had any feedback on the new eRLS RFID security solution from library users?
As I mentioned, most of our library users do not realise there is a new security system in place. RFID itself is not particularly new to them as we had a version of this in the old library.
How did you find working with the PSP team?
Everyone that I have worked with at PSP has been incredibly friendly and helpful. It really feels like there is no question or problem that they’re not happy to help you resolve.
There is never any upselling pressure. Our future need for an eRLS Self-Service solution has been discussed, but it has been left to me to go back when I am ready, which I really appreciate.
Would you recommend these solutions and PSP to other library teams?
Absolutely. 5 stars all round!
When the time is right, we’re looking forward to working with Kim again to design and install a fully fit-for-purpose eRLS Self-Service solution. In the meantime, we hope Norfolk and Norwich University Hospitals’ new eRLS RFID Security system continues to provide a seamless, unobtrusive user experience while keeping the library’s valuable resources secure!
Please get in touch if you’d like to learn more about eRLS Security and eRLS Self-Service for NHS libraries. We’re always happy to offer a FREE consultation to help you determine your exact requirements for your perfect library solution.