Using the results of a satisfaction survey to demonstrate the impact of a new library service model.

Abstract

Background In 2005, the University of Calgary entered into a contract to provide library services to the staff and physicians of Alberta Health Services Calgary Zone (AHS CZ), creating the Health Information Network Calgary (HINC). Objectives A user satisfaction survey was contractually required to determine if the new library service model created through the agreement with the University of Calgary was successful. Our additional objective was to determine if information and resources provided through the HINC were making an impact on patient care. Methods A user satisfaction survey of 18 questions was created in collaboration with AHS CZ contract partners and distributed using the snowball or convenience sample method. Results 694 surveys were returned. 75% of respondents use the HINC library services. More importantly, 71% of respondents indicated that search results provided by library staff had a direct impact on patient care decisions. Conclusions Alberta Health Services Calgary Zone staff are satisfied with the new service delivery model, they are taking advantage of the services offered and using library provided information to improve patient care.