Region 7 is taking a look at DOCLINE libraries that provide documents for Rush and Urgent Patient Care requests. We will embark on this project over the next six months. We hear the concerns of hospital librarians about responsiveness during the pandemic. We share the concern that library staff were overwhelmed with additional duties, and were unable to keep up a high level of service. We worry that hospital libraries were eliminated over the past two years and DOCLINE accounts were not properly closed.
Normal service level requires that the request is receipted within one business day. The request will reroute if it is not receipted, and will route away if not updated within three business days.
Rush and Urgent Patient Care requests must be receipted on the same day that DOCLINE routed the request to the lender. A Rush request will reroute at midnight if not receipted, and will route away if not updated within one business day.
Urgent Patient Care requests should be receipted, processed and delivered immediately. Lenders should check for Urgent requests every two hours. Turning on Lend Alerts helps library staff stay informed. Similar to Rush requests, Urgent Patient Care requests will reroute at midnight if not receipted, and will route away if not updated within one business day.
Over the next six months, Region 7 will check in with 141 DOCLINE libraries that lend Rush requests. According to our records, 80 of these lenders respond to Urgent Patient Care requests as well. We hope to learn more about the libraries located in Region 7 that provide DOCLINE services. We will check in to see if current staffing allows for high level service. We will report out on our progress at our annual Hospital Libraries Advisory Group in June 2022. This “getting to know you” project is important to us!