Library policies and performance

On this page you can find information about the library’s strategy, policies, performance and case studies.


Quality Standards

Our commitment to you… Quality Standards

The Library & Knowledge Service aims to provide a high quality, efficient service and to meet your needs with courtesy. Click here to see our Quality Standards.

Correspondence and enquiries

  • Normally respond within two working days of receipt
  • Normally supply literature searches within three working days unless a longer date is specified

Book and journal article requests

  • Process article requests within two working days 
  • Supply article requests from our own collection within two working days 
  • Update you on all requests taking longer than one week 
  • Process book requests within one working day



  • Acknowledge your suggestions for new book and journal titles within five working days 
  • Supply you with any resulting book purchases promptly 


If you are a member of theLibrary we invite you to complete a very brief survey to help us ensure that our quality standards meet your needs. The survey is anonymous and can be accessed at


Would you like further information? A more detailed version of these standards, including definitions, explanations, exceptions and methods of audit, is available from the library.


We monitor our performance on a monthly basis. Similar to the balanced scorecard approach, the dashboard uses simple visual symbols to enable you to see:

  • Standards we are exceeding
  • Standards we are meeting
  • Standards we are not achieving
  • How our performance has changed since the previous month
  • Overall performance to date for this year

Quality Improvement Outcomes Framework

Health Education England (HEE) has developed a Quality and Improvement Outcomes Framework that sets the standards and ambition for Healthcare Library and Knowledge Services. This signals a step change to help organisations work with their knowledge services team, both to improve service delivery for patient care and to better articulate the positive outcomes of the knowledge service. The Framework is an integral part of HEE’s Quality Framework and replaces the former Library Quality Assurance Framework (LQAF).

The Outcomes Framework is a tool for NHS organisations to ensure that all NHS funded librarians and knowledge specialists manage and deliver high quality, high performing services that develop and improve to meet the changing needs of NHS organisations and staff.  From 2021, if your organisation benefits from an Education Contract with HEE you will be asked to complete a self-evaluation and submit evidence using this framework. 

There are six Quality and Improvement Outcomes:

1. All NHS organisations enable their workforce to freely access proactive library and knowledge services that meet organisational priorities within the framework of Knowledge for Healthcare.

2. All NHS decision making is underpinned by high quality evidence and knowledge mobilised by skilled library and knowledge specialists.

3. Library and knowledge specialists identify the knowledge and evidence needs of the workforce in order to deliver effective and proactive services.

4. All NHS organisations receive library and knowledge services provided by teams with the right skill mix to deliver on organisational and Knowledge for Healthcare priorities.

5. Library and knowledge specialists improve the quality of library and knowledge services using evidence from research, innovation and good practice. 

6. Library and knowledge specialists demonstrate that their services make a positive impact on healthcare 



Francis Costello Library Regulations (Library users should also consult the IT Security Policy and the Email, Internet and Social Media Use Policy both of which are available on the Document Centre)

Francis Costello Library Strategy 2017-20

Francis Costello Library Collection Development Policy    

KnowledgeShare Privacy Policy

Accessibility Policy

Complaints Procedure



Annual Review 2016-17

Annual Review 2015-16

Annual Review 2014-15


Case Studies

Literature Review for Creation of National Guideline

Supporting Evidence into Practice Group for Physiotherapists

Dismantling the silos: Poster Exhibition to share and celebrate good practice