Filling the Gap - Training Volunteer Healthcare Library & Information Services Staff.

Aileen J Wood & Ann Poyner
Thames Postgraduate Medical & Dental Education - 33 Millman Street
London WC1N 3EJ - United Kingdom
awood@tpmde.ac.uk
Introduction

At the end of 1999, St Helena Hospice, Colchester, Essex was awarded some Lottery money to undertake an extensive Library & Information Services training programme. The campaign, under the banner 'Help the Hospices', formed part of a £200 million programme of grants to individuals and charities across the UK that was funded by the Millennium Commission. Under the terms of the bid, up to 5 nominated Hospice volunteers were allowed to participate in a project that must be of benefit to the patients, their families and friends, or the staff who support them.
The bid submitted by St Helena was unique and innovative. It had been drawn together by Millie Hare, Hospice Librarian and Aileen Wood, Training & Development Co-ordinator, Library & Information Development Unit (LIDU). The programme, entitled St Helena Hospice : Library & Information Services Supporting Palliative Care' started on the 5 January and ran throughout 2000.

Project Aim

The aim of the project was to provide a comprehensive interactive modular training programme in order to develop the skills of five Library & Information Services volunteer staff so that they may better support the palliative care information needs of St Helena Hospice.

Project Objectives

At the end of the training programme the volunteers would be able to

  • Assist users and enquirers with their Palliative Care information needs
  • Construct search strategies and retrieve information from a variety of sources
  • Use computer office applications e.g. word processing, graphics, spreadsheets
  • Navigate the Internet and use the world wide web to locate information relevant to the Hospice's needs

    • Project Methods

    The programme was provided through a series of progressive modules using plenary, audience participation and hands-on sessions. Visits to other sites and attendance at the Library Assistants' Study Day supplemented the training.

    Programme Structure

    The programme was devised and run by the Library & Information Development Unit. The progressive modular training programme used at St Helena Hospice was built upon the work developed for North Thames Region's healthcare library & information services staff. It involved a series of 20 progressive modules aimed at developing a range of skills. The training covered -

  • Evidence-Based Health Care - Cochrane, Searching Skills, Biomedical Sources on the Internet
  • IT - Windows, Word Processing, Spreadsheets, Graphics, Email, Internet, Web Page Design, Database Construction
  • Library & Information Services - Role of the Volunteer, Palliative Care Information; Legal Requirements
  • Management & Training - Communications Skills, Personal Development Plans.

    • Professional working practitioners complemented the training team i.e. senior library managers and delivered the sessions specific to palliative care information and searching skills.

    Equipment

    To enable the training to take place, LIDU made available its mobile training unit. This consisted of 6 laptops, LCD projector and proxy server. All the laptops had been kitted out with the requisite databases, software, office systems and peripherals to support healthcare LIS training. The proxy server allowed the machines to be networked and thereby supported access to the Internet.

    Expected Outcome

    The outcome for the volunteers was to

    a) become more proficient in administering the Library & Information Service
    b) address their training needs, update knowledge and fill the skills gap
    c) gain a better understanding of the sources of Palliative Care informatio
    d) provide greater access to the knowledge-base to support Palliative care staf
    e) gain confidence in the work that they contributed to the Hospice

    The overall benefit to the Hospice would be the provision of a highly trained team of Library & Information Services staff who were better equipped to help the end-users access the information relevant to their needs. The end-users include the Hospice health care staff, patients, families, carers, students, and other community members.

    Training & Development Programme

    At the first session, the volunteers were asked what they hoped to achieve during the year. Three concerns were expressed - to gain greater confidence; to become more proficient in the use of technology; and to understand more about Palliative Care information. Experience of IT varied from none to certificated proficiency.
    Each person built up a portfolio of the sessions, practical work and exercises undertaken. They supplemented their folders with other useful information gleaned on the way e.g. web site addresses, search strategies. With each progressive module the volunteers grew in confidence. At the outset they could answer very simple enquiries. By the end of the programme they were able to construct complex search strategies and undertake in-depth interrogation of the healthcare databases.
    Although the volunteers knew of each other, they rarely met as they worked different days in the library. This project enabled them get to know their colleagues better. As the project progressed, it was noticeable that the group started to work as a team. In addition to the training that they received, the participants cascaded the learning from the sessions to the other volunteers i.e. volunteers training other volunteers.
    Towards the end of the project, one of the participants applied for and was offered the part-time post of Library Assistant. This person has also enrolled to do a National Vocational Qualification in Information and Library Services.
    On concluding the project, the participants gave a presentation to an audience of invited guests. The consensus from both the volunteers and the audience was that the training programme had been a resounding success. In particular the sponsors were full of praise for the results and the outcomes.

    Benefits and Outcomes

    The overall objectives of the project were achieved. The volunteers had advanced their skills in all areas of the library's work. -

  • better able to assist users and enquirers with their Palliative Care information needs
  • able to construct search strategies and retrieve information from a variety of source
  • improved skills in word processing, graphics, spreadsheets
  • better able to navigate the Internet and use the world wide web to locate information relevant to the Hospice's needs

    • In addition a number of other unexpected benefits emerged
  • Teamwork development with the Hospice Library & Information Services
  • Cascade training
  • Introduction of new practices in the library e.g. meetings for all the volunteers
  • Appearance of the library with new labels, brochures, signs (application of word processing and graphics skills)
  • Realisation of the diverse training abilities of LIDU staff - taking them into new areas of course development

    • Future

    Although the project officially finished at the end of 2000, the work continues. LIDU's Internet Officer has been working with two of the volunteers, to develop a Web Page for the Myland Hall Education Centre at the Hospice. http://www.nthames-health.tpmde.ac.uk/mhec/
    Another activity has enabled the development of administrative databases to support the library function. Enquiries have been about repeating the training for another group of volunteers. Money is being sought from the Millennium Commission to fund a further programme of activity.

    Conclusion

    In conclusion a number of elements enabled this project to happen. Firstly, the foresight of the Hospice librarian in identifying the need to develop volunteer staff. Secondly the availability of the Millennium Lottery money to finance the training. Thirdly the capability of the trainers to deliver the progressive modules in a clear and comprehensive way. Finally the unwavering enthusiasm of the participants to undergo a yearlong training. The whole project received backing and support from the staff at St Helena.
    Staff have put their learning and new found skills into practice. They continue to work for the benefit of the patients and staff.


    Appendix 1

    St Helena Hospice
    Library & Information Services Training Programme
    Supporting Palliative Care Contacts

    Library & Information Services
    St Helena Hospice
    Myland Hall Education Centre
    Barncroft Close
    Highwoods
    Colchester
    Essex
    CO4 4JU
    Tel +44 (0) 1206 851560 ext 234
    Fax +44 (0) 1206 845969
    Email: Mhare@sthelenahospice.org.uk
    http://www.nthames-health.tpmde.ac.uk/mhec/

    London Library & Information Development Unit
    London Department of Postgraduate Medical & Dental Education
    20 Guilford Street
    London
    WC1N 1DZ
    Tel +44 (0) 20 7692 3370
    Fax +44 (0) 20 7692 3393
    Email: awood@llidu.ac.uk
    (LLIDU functions as a strategic unit serving the National Health Services (NHS) healthcare library & information services staff in London)


    Appendix 2

    Library & Information Services
    Modular Training & Development Programme
    January - December, 2000



    Evidence-Based Health Care
    Date Course Level
    1 10.05.00 Cochrane Introduction
    2 21.06.00 Searching Skills Introduction
    3 20.09.00 Searching Skills Intermediate
    4 18.10.00 Biomedical Information on the Internet Specialist

     
     
    Information Technology
    Date Course Level
    5 05.01.00 Windows Introduction
    6 19.01.00 Word Introduction
    7 16.02.00 Word Intermediate
    8 12.04.00 Spreadsheets Introduction
    9 24.05.00 Word Specialist
    10 05.07.00 PowerPoint Introduction
    11 19.07.00 Email & Online Communications Introduction
    12 06.09.00 Internet Using Efficiently Introduction
    13 04.10.00 Web Page Design Introduction

     
     
    Library & Information Services
    Date Course Level
    14 02.02.00 Role of the Volunteer Introduction
    15 15.03.00 Palliative Care Information Introduction
    16 31.03.00 Database Construction Introduction
    17 07.06.00 Copyright & Data Protection Introduction
    18 08.11.00 Professional & Vocational Skills Introduction

     
     
    Management & Training Skills
    Date Course Level
    19 02.08.00 Communication Skills Introduction
    20 22.11.00 Personal Development Plans Introduction


    Appendix 3

    St Helena Hospice
    Library & Information Services Training Programme
    Supporting Palliative Care Course Objectives

    Biomedical Information on the Internet

    Purpose: To assess different sources of biomedical information that may be found on the Internet
    Contents:

  • Constructed an effective Internet searches
  • Evaluated the different databases and sources of information available on the Internet
  • Considered the advantages and disadvantages of using the Internet for Biomedical information
  • Identified specific sites or biomedical information and other important sites
  • Looked at the use of discussion lists, URLs and other tools


    • Cochrane Introduction

    Purpose: To outline the principle features of the Cochrane Database
    Contents:

  • Seen the main features of the Cochrane Database
  • Received basic instruction in how to search the database
  • Gained an understanding of how to interpret the results retrieved
  • Been introduced to the principles of Evidence-Based Health Care


    • Cochrane Intermediate

    Purpose: To explore further the facilities and searching capabilities of the Cochrane Database
    Contents:

  • Constructed advanced searching strategies
  • Made further use of MeSH heading
  • Completed further examinations of the results of RCT and Meta Analysis
  • Examined other features of the Cochrane Database


    • Communication Skills

    Purpose: To explore the principles of effective communications
    Contents:

  • Discussed the main principles of communications
  • Explored how good communications helps end-users
  • Examined the skills of instruction, questioning, listening and observation techniques
  • Considered different forms of communication - verbal, non-verbal, written, personal


    • Copyright & Data Protection

    Purpose: To explore the legal issues affecting copyright and data protection Contents:

  • Examined the laws regulating copyright and data protection
  • Discussed how these laws affect the work of the library & information services
  • Looked at the role of paper and electronic records in relation to the laws


    • Database Construction

    Purpose: To explore the main concepts in designing a database
    Contents:

  • Examined what is meant by a database
  • Defined the elements needed in a healthcare database
  • Created a template for a database
  • Considered the requirements for reports and outputs from the database


    • Email & Online Communications

    Purpose: To introduce the first principles relating to E-mail and on-line communications
    Contents:

  • Learnt how to send and receive Emails
  • Used the address book and distribution list
  • Found out how to subscribe to automated Email lists
  • Accessed news groups


    • Internet - Using Efficiently

    Purpose: To gain a broad overview of the Internet functions and services
    Contents:

  • Explored the functions, services and structure of the Internet
  • Learnt how to use the tools for navigation and retrieval purposes
  • Examined the type of information accessible through the Internet
  • Had the opportunity to explore and navigate the Internet


    • Palliative Care

    Purpose: To examine the requirements for information to support palliative care Contents:

  • Examined the information requirements of healthcare staff work in Palliative Care
  • Discussed the role of the library & information services to support patients, carers and families
  • Explored ways in which the library & information services can support students and researchers in Palliative Care
  • Looked at sources of information to support all users of the library & information services


    • Personal Development Plans

    Purpose: To look at the need for personal development plans
    Contents:

  • Examined the need for personal development plans
  • Discussed how personal & professional development plans help deliver Library & Information Services to the end-user
  • Looked at the concept of Performance Appraisal for individuals, units and organisations
  • Written a personal development plan


    • PowerPoint

    Purpose: To outline the basic features of a Spreadsheet
    Contents:

  • Examined where and when to use a graphics presentation
  • Created and saved a PowerPoint presentation
  • Learnt how to use different backgrounds, fonts and layouts
  • Produced a handout of the presentation


    • Professional & Vocational
    Purpose: To look at the current state of professional and vocational options in Library & Information skills
    Contents:

  • - Shared ideas about key developments in the information world
  • - Learnt about the role and function of the National Vocational Qualifications
  • - Discussed the professional role of LIS in relation to Health Care provision
  • - Undertaken a personal assessment of training needs


    • Searching Skills - Introduction

    Purpose: To understand the principles of searching and retrieving information from a database
    Contents:

  • Constructed a search strategy
  • Used simple Boolean logic and operators
  • Retrieved information from a database
  • Explored other basic features in the database


    • Role of the Volunteer

    Purpose: To look at the role and function of the volunteer in Palliative Health Care
    Contents:

  • Shared ideas about the role and function of the volunteer in Palliative Health Care
  • Examined the contribution that each person can make to the Library & Information Services
  • Examine the sources of voluntary services available to support Palliative Care
  • Looked at Hospice information support services


    • Searching Skills Intermediate

    Purpose: To consider the different approaches to searching a range of databases to support Evidence-Based Health Care
    Contents:

  • Consider the different approaches to effective searching
  • Examined a variety of EBHC databases
  • Learnt how to define an effective search strategy
  • Understood how to question users about their requirements
  • Used terminology appropriate to the retrieval of documented evidence


    • Spreadsheets

    Purpose: To outline the basic features of a Spreadsheet
    Contents:

  • Created and saved a spreadsheet
  • Used different embellishments to enhance the document
  • Learnt how to use the cut, copy & paste facilities
  • Looked at how to add up columns and use totals


    • Web Page Design

    Purpose: To look at the requirements for designing effective Web Pages
    Contents:

  • Considered the requirements for a Web Page
  • Looked at the aesthetics and layout
  • Learnt about images, image maps and PDF files
  • Been introduced to meta-tags, search engines and registration
  • Produced a Web Page


    • Windows - introduction

    Purpose: To gain a better understanding of the Windows environment
    Contents:

  • Examined the toolbars, icons and programmes
  • Looked at the setting functions
  • Learnt how to change the colour and appearance of the Window
  • Used the help facilities


    • Word - Introduction

    Purpose: To outline the basic features of Word Processing
    Contents:

  • Created and saved a word processed document
  • Used different embellishments to enhance the document
  • Learnt how to use the cut, copy and paste facilities
  • Used the spellchecker and grammar facilities


    • Word Intermediate

    Purpose: To explore further features of Word Processing
    Contents:

  • Developed better techniques in producing a document
  • Used the headers, footers and pagination facilities
  • Found out how to import clip art into a document
  • Learnt how to use tables and column


    • Word Specialist

    Purpose: To explore the advanced features of Word Processing
    Contents:

  • Used the labels and envelope facilities
  • Found out how to mail merge items
  • Learnt how to use different styles, formats and templates
  • Created high quality, professional documentation
    		•