16 Illuminating the Quality and Improvement Outcomes Framework

16 Illuminating the Quality and Improvement Outcomes Framework 7 (yule love our festive guide) 1 1 3 10 5 11 14 15 8 View the presentation, click once on the number then again on the decoration to find out more 4 9 2 6 12

Introduction: the ethos behind the Outcomes Text With the development of the Library and Knowledge Services Quality and Improvement Outcomes Framework (Outcomes), quality assessment has moved away from process, standards and compliancy that drove the LQAF. The emphasis is now focused on improvement, development and delivery of service outcomes. The Outcomes Framework has a dual role and has been designed and developed to: • drive progress in library and knowledge service improvement leading to increased satisfaction for users of the services • provide a tool for NHS organisations to ensure that library and knowledge specialists are providing a quality, high performing service that is continually developing and improving to meet the changing evidence and knowledge needs of organisations and individuals. The Outcomes are a key element of Health Education England’s (HEE) wider Quality Strategy and Framework, and all organisations holding an LDA with HEE will be required to provide a self evaluation against them. For more information see this introductory presentation

Pen Portraits Text The self-assessment completed by organisations against the Outcomes will be validated by HEE’s Library and Knowledge Services Leads (LKSL). In order to ensure the consistency of this validation process across the country, each self evaluation will be reviewed by a Lead from within the same region as the submission and a second lead from elsewhere in the country. It is therefore likely that at least one of the validators will not be familiar with your service and the organisation’s it serves. During the pilot it became clear that having some background details on the Library and Knowledge Service, and the organisation(s) served, was valuable to provide background in the validation process. As a result of this the Pen Portrait template has been developed and adapted with input from a number of services across the country, including trials at Library Manager Meetings in the North and South regions. We hope that you will find the template a useful guide to providing an overview of your service. You can view the Pen Portrait Template here.

Outcome 1: All NHS organisations enable their workforce to freely access proactive LKS that meet organisational priorities within the framework of Knowledge for Healthcare This Outcome explores the extent to which library and knowledge specialists are investigating and supporting the evidence needs of the organisation(s) served and are embedded in organisational decision making. It also assists the organisation to evaluate the level to which they are utilising the abilities of LKS specialists in ensuring organisational decision-making is evidence based. Level 1: A board member promotes the service; there is a budget, strategy and implementation plan which stakeholders have contributed to and which reflect organisational and Knowledge for Healthcare priorities. Level 2: Strategic plans are regularly reviewed and evaluated by both LKS staff and organisational stakeholders. Examples of changes and improvements made as a result of the review can be demonstrated. Level 3: Senior stakeholders actively participate in service reviews and the organisation is open to business cases for LKS improvements and developments. Positive impact can be demonstrated. Level 4: Champions and advocates routinely promote the LKS, which is embedded in organisational planning and processes. The LKS can demonstrate flexibility in responding to changing priorities.

Useful tools for Outcome 1 Here are some tools which you may find useful in preparing for Outcome 1 • The Outcome 1 Video Podcast Kf. H Learning Zone Resources including: • Strategy and Business Planning • Communication Skills Briefing notes from a training event • Strategic Planning for LKS Professionals

Outcome 2: All NHS decision making is underpinned by high quality evidence and knowledge mobilised by skilled library and knowledge specialists This Outcome explores the extent to which organisations are utilising the skills of Library and Knowledge Specialists in providing the evidence base for their decision making Level 1: LKS Specialists support management and clinical decision making. There are plans in place to support one or more teams with their knowledge and evidence needs, or to help capture and share organisational knowledge. Level 2: LKS Specialists are working with one or more teams to support their knowledge and evidence needs, and are using tools and techniques to mobilise evidence and organisational knowledge to support service delivery in the organisation(s). Level 3: LKS Specialists are working routinely with senior stakeholders to review and evaluate their requirements. There is evidence of working with the Board and of some board decisions being influenced by the evidence provided Level 4: The Board and other senior stakeholders routinely use evidence provided by Library and Knowledge Specialists in their decision making. There is innovative practice evident in the mobilisation of evidence and knowledge.

Useful Tools for Outcome 2 Here are some tools which you may find useful in preparing for Outcome 2 • The Outcome 2 Video Podcast • The Evidence and Organisational Knowledge Self Assessment Tool • Knowledge Management Toolkit • Social Card Guidance and Template • Kf. H Impact Toolkit

Outcome 3: Library and knowledge specialists identify the knowledge and evidence needs of the workforce in order to deliver effective and proactive services This Outcome explores how library and knowledge specialists deliver proactive stakeholder and user focused library and knowledge services. Level 1: LKS Specialists identify the needs of users and consider changes in response to these requests. Feedback is collected and promotion of the service takes place. Level 2: LKS Specialists understand the needs of different user groups and develop user profiles which inform the marketing plan. Services are provided to take into account individuals and groups with differing aptitudes or abilities. Level 3: LKS Specialists customise their services based on consultation with users and non users. These services are continually reviewed and refined to improve their effectiveness. User journey mapping is used to improve services. Level 4: User expectations for a personalised service are balanced against competing demands. Advances in technology and innovation are used to improve the services offered to users.

Useful Tools for Outcome 3 Here are some tools which you may find useful in preparing for Outcome 3 • The Outcome 3 Video Podcast • Statistics Toolbox (Metrics and KPIs) • NHS LKS Innovation examples Learning Zone Resources • Costing and Pricing • Marketing and Promotion

Outcome 4: All NHS organisation receive library and knowledge services provided by teams with the right skill mix to deliver on organisational and Knowledge for Healthcare priorities This Outcome explores the requirements for suitable qualified library and knowledge specialists, with the relevant skills mix, in optimum numbers to deliver an evolving service. This includes working in partnership with colleagues from other library and knowledge services where appropriate. Level 1: A qualified Library and Knowledge Specialist leads the service and manages staff. Staff skills and capacity are considered in service planning and all staff undertake CPD Level 2: Strengths and weaknesses relating to the skills and capacity of the LKS team have been identified with steps taken to address any issues or resolve temporary issues. Staff reflect on the CPD that is undertaken. Level 3: The skills and capacity of the LKS team are regularly reviewed against the strategy and implementation plan and changes are planned in detail. Appropriate technologies are explored and learning from CPD is used to improve services. Level 4: LKS staff have the capacity and skills to deliver the required services and their roles are redesigned according to service need.

Useful Tools for Outcome 4 Here are some tools which you may find useful in preparing for Outcome 4 • The Outcome 4 Video Podcast • CILIP PKSB for Health • Value and Impact Toolkit Learning Zone Resources • Role Redesign • Staff Management

Outcome 5: Library and knowledge specialists improve the quality of library and knowledge services using evidence from research, innovation and good practice This Outcome explores how library and knowledge specialists implement evidence-based practice in the planning, design and delivery of the activities, products and facilities (“the library and knowledge service”) they provide. Level 1: Focuses on keeping up to date with good practice discussing with the team and applying the learning to service changes Level 2: Focuses on developing a systematic approach to reviewing and applying the evidence Level 3: Focuses on delivering an evidence-based LKS and routinely contribute to the professional evidence base Level 4: Focuses on developing a research culture across the library team and service

Useful Tools for Outcome 5 Here are some tools which you may find useful in preparing for Outcome 5 • The Outcome 5 Video Podcast Book - Being Evidence Based in Library and Information Practice Koufogiannakis, D. , & Brettle, A. 2016. Facet Publishing Learning Zone Resources • Lean Thinking • Costing and Pricing

Outcome 6: Library and knowledge specialists demonstrate that their services make a positive impact on healthcare This outcome shows how library and knowledge specialists make a positive impact on the individuals and organisations which they serve. It considers how effective library and knowledge specialists are in collecting evidence to show the impact of their services and looks at how this evidence is used to promote the service both internally and externally to stakeholders. Level 1: Focuses on planning the process. Data may be gathered in an impromptu way and may demonstrate personal rather than organisational impact. There may be a limited number of responses collected. Level 2: Focuses on developing a systematic approach quantitative and qualitative impact data collection for at least one service delivered. Data collected will be used in promotional activities. Level 3: Focuses on developing a more systematic approach to collection and evaluation of data across a range of the library’s services. There will also be stakeholder endorsement in the form of attributable quotes. Level 4: Focuses on senior stakeholders recognizing and vocalizing the value of library and knowledge specialists to the organization. Impact data will be contributed to the national evidence base

Useful Tools for Outcome 6 Some tools which you may find useful in preparing for Outcome 6 • The Outcome 6 Video Podcast • KFH Impact Toolkit and particularly: • • • Generic Impact Questionnaire template Case Study Template Case Study Submissions Form Completed Case Studies Impact Vignettes • Social Cards Guidance and Template

Next Steps There are various things which you may wish to start doing as you prepare for the baseline self assessment in June 2020 Check out the Outcomes Framework page on the Knowledge for Healthcare blog. Here you will find links to the webinars referred to elsewhere in these illuminations, a copy of the Outcomes Framework itself and other useful documents. You may wish to start completing the Pen Portrait for your service and the organisation(s) it serves. It may also be useful to review the self assessment documentation and perhaps start to think about where your service and organisation currently sit on the levels and what evidence you have available. If you have any questions or queries remember that we have produced a handbook and a glossary which help to define and explain terms used in the Outcomes Framework, together with a page of Frequently Asked Questions which may also help. If none of these answer your question please contact the team member(s) from your region: London KSS: Holly Case Wyatt (holly. casewyatt@hee. nhs. uk) Midlands and East: Clare Edwards (clare. edwards@hee. nhs. uk) North: Dominic Gilroy (dominic. gilroy@hee. nhs. uk) South: Sue Robertson (sue. robertson@hee. nhs. uk)

What to expect from HEE In the lead up to the self-assessment deadline (30 th June 2020) HEE LKSL will help prepare services through the webinars and documentation we have already provided. We will aim to provide additional assistance in response to local requirements and answer any questions which you might have about your services. From July to October 2020 the regional LKS Leads teams will be working on validating our self evaluation and consistency checking our validations to ensure they are as equitable as possible. Each self evaluation will be reviewed by two LKSL colleagues with access to an adjudicator if agreement cannot be reached. You can view the flowchart for the process here. Calibration 2020 will take place in November. This will involve the senior LKS Leads and again ensure equity and consistency. Finally in November/December 2020 you will receive the report back to the organisation reflecting your validated levels. The template is available here so that you can see what to expect. During 2021 we will offer further guidance on Action Planning and next steps