healthscotland.com

We aim to achieve the following standards:

Enquiries

1. Urgent enquiries from Health Scotland board members and staff will be dealt with within the time scale specified by the enquirers.
2. All other enquiries will be answered within five working days of being received.

Books/Journals

1. All returned books will be processed by the next working day following their return.
2. All reserved books will be dispatched to readers by the next working day following their return.
3. Journals will be registered within the next working day of being received.
4. Journals will be scanned within three working days of being registered.
5. Journals will be indexed within six working days of being scanned.
6. All books and journals will be shelved by the next working day after use.
7. New books will be catalogued within seven working days of receiving books.
8. New books will be labelled within seven working days of being catalogued.

Library Bulletin

1. The bulletin will be compiled and published six times a year and distributed during the month named on cover.
2. The online version of the bulletin will be available on the internet within seven working days of completion of the bulletin.
3. Alterations to the bulletin address list will be made before the following issue is distributed.
4. The bulletin mailing list will be reviewed every two years.

Overdue books

1. The day after the return date of a book, the library will issue a first reminder letter to the borrower of that book.
2. If the book is not returned, the library will issue a second reminder letter 14 days after the book was due back.
3. 28 days after the book was due back, the library will issue a third reminder letter to both the home and temporary address of borrower (if appropriate). A copy of this letter will be sent simultaneously to the Health Scotland Finance Department.

Mail

1. Voice mail messages will be checked throughout the day.
2. All emails will be checked in the morning and afternoon.
3. All post will be opened and processed morning and afternoon.

Requests

1. The library will supply good quality photocopying to meet requests for orders within five working days.
2. The library will process requests for library lending stock orders within three working days.
3. The library will process requests for invoices from suppliers within five working days.

Inter-library loans

1. The library will process all requests for inter-library loans within five working days of receipt of orders.
2. Articles received through inter-library loan will be distributed to readers by the next working day.

This Standards of Service Statement of the Health Scotland Library is also available in large print.

Health Scotland Library
NHS Health Scotland
The Priory
Canaan Lane
Edinburgh
EH10 4SG
Tel: (voice) 0845 912 5442
Tel: (text) 0131 536 5593
Fax: 0131 536 5502
email: library@health.scot.nhs.uk

Last updated: April 2008

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