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. In order to achieve this, we will:

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

View the latest dashboard for the previous month’s performance.

NHS Library Quality Assurance Framework (LQAF)
NHS health libraries are subject to robust quality standards and assessment via the national LQAF criteria. This helps to inform our service and future direction. Further information about our performance against the LQAF can be found in our annual report (see Reports).



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