The Tavistock and Portman NHS Trust Library is committed to supporting the clinical, research and educational work of the Trust by providing a high quality, user-focussed and innovative service. In return, we seek a commitment from users that they will assist us in doing so by cooperating with library initiatives.
Library’s commitment:
1. To consult with users regularly and proactively.
2. To provide at least one hard copy of all core texts plus online access to core readings via electronic study packs (subject to copyright) where these are requested by the organizing tutor.
3. To provide a collection of physical stock, electronic and audiovisual resources tailored to support the learning, teaching, research and clinical work of the Trust.
4. To increase book stock by an average of 7% per annum.
5. To ensure fair access to resources and services for all library users via an equitable collection management policy
6. To provide a range of facilities to ensure equal access to library resources and services for disabled people.
7. To empower users to access information efficiently, by providing a high quality library induction for all users. A comprehensive range of flexible training programmes in information-seeking skills is also available to support users throughout their time at the Trust.
8. To provide an informative, user-friendly and accessible website.
9. To provide an online catalogue for users to remotely view their loan records, reserve or renew items, submit changes of address and suggest book purchases.
10. To provide online services 365 days a year excepting system failure and scheduled maintenance programmes.
11. To provide advice, guidance and enquiry services face to face, over the telephone and online.
12. To provide a Personal Librarian Service for every library member.
13. To provide a range of alerting services – TV/Radio alerts, journal contents pages, new publications by members of staff and more…
14. To alert users to new services, service improvements and any variations in service availability.
15. To publicise all library services both in hard copy and on the Internet with copies in additional formats on request.
16. To provide and maintain in good working order, photocopying, IT and related equipment for information retrieval and the use of library resources.
17. To provide a postal service for students attending Tavistock courses based outside London.
18. To provide a pleasant, safe and secure environment conducive to study and research.
19. To provide procedures for comments, suggestions and complaints.
Users’ commitment:
20. To acquire, develop and maintain proficient skills in the use of digital information tools in order to interact with library services and make effective use of the library’s resources.
21. To respond to library surveys and offer feedback in person, via the suggestions box or electronically.
22. To assist the library in identifying any gaps in service provision.
23. To ask a member of staff if you need help finding information or any other assistance.
24. To show consideration towards other library users by promptly returning and collecting loan items. Users who repeatedly break this commitment will have their access to library services withdrawn (see Appendix).
25. To treat library property with respect and take all reasonable steps to safeguard loan items from damage. Please note a replacement fee of £40 will be charged for items lost or damaged whilst in borrowers’ care. Substitute items will not be accepted.
26. To attend library induction and information skills sessions or take advantage of the self-directed training opportunities available in order to develop as an independent learner.
27. To use the online catalogue facilities whenever possible.
28. To use computer facilities appropriately and comply with all software licensing agreements.
29. To comply with copyright law when photocopying, printing or downloading information. Details are displayed at copiers and printers. If in doubt please ask a member of staff.
30. To ask library staff if you are unsure how to operate a piece of equipment and inform them of any malfunctions or damage.
31. To ensure the library has your correct contact details and to inform staff promptly of any changes to these.
32. To take time to read library notices, web alerts, email messages and any other means by which the library publishes news of service variations and developments.
33. To refrain from eating, drinking (apart from water from the library water cooler), talking loudly, playing music or using your mobile phone within the library.
34. To let us know when the service goes wrong for you.
Tavistock & Portman NHS Foundation Trust Library
120 Belsize Lane
London NW3 5BA
Tel: 020 8938 2520
E-mail: Library@tavi-port.org
Suspension of Library Privileges
Policy for suspension of library privileges for users who persistently refuse to co-operate with library regulations
This policy has been developed to deal with students who repeatedly ignore requests to return books to the library. Sadly, this is happening increasingly necessitating a formal procedure which addresses the problem consistently.
Failure to return books over a lengthy period of time seriously jeopardises the library’s ability to honour its commitment under point 5 of the Library Users’ Charter to “ensure fair access to resources and services for all library users via an equitable collection management policy” and in the case of interlibrary loan items incurs not only substantial additional costs for the library service, the British Library charges a £115.00 plus VAT replacement cost per item not returned within 12 weeks (more may be charged if the item is particularly expensive to replace) but ultimately the withdrawal of interlibrary services by the British Library and other loan providers.
The library believes the best way to tackle this problem is by having a clear policy in place which is incorporated into the student regulations as students who behave like this are not deterred by the fact they are breaking their commitment under the library users’ charter (point 23).
Current Position
The library has a generous loans policy and does not charge fines for overdue loans. Loan items (excluding audiovisual resources) may be borrowed for one month and renewed twice (unless reserved by another reader). This gives borrowers up to 3 months before items are recalled. Interlibrary items may be borrowed for 3 weeks and renewed for a further 3 weeks, giving users up to 6 weeks usage. Under the Library Users Charter users have an obligation to return items by the due date (Point 23) plus a responsibility to read library communications (point 30). Users are given ample reminders that items should be returned. They receive reminders from the library as follows:
1st overdue notice one week after due date
2nd overdue notice 2 weeks after due date
3rd overdue notice 3 weeks after due date
Final overdue notice 4 weeks after due date – at this point items are assumed lost and the user is barred from borrowing. If no response to the final overdue letter is received within 14 days the matter is referred to the Finance Department who commence the debt recovery process.
The following additional steps have now been agreed:
1. All library privileges are withdrawn if no response to the final overdue notice is received within 14 days of the notice being issued until the item is returned/paid for. This means users would not only be unable to borrow items but would have access to Moodle and Athens withdrawn. At this stage the course tutor will be notified and requested to speak to the user about their behaviour
2. If a user’s privileges are withdrawn a second time the course tutor plus the Dean will be notified and will meet with the user to express concern about their repeated failure to comply with library policies.
3. Any user whose privileges are withdrawn a third time will be permanently excluded from the library.
We are aware that exclusion from the library has serious implications for a student’s coursework and academic award, however it is general practice in academic institutions to with-hold library privileges if students have outstanding debts including for overdue/lost/damaged library items. In addition many institutions refuse to permit students with such debts to sit examinations or receive their final award until these are cleared.
Permanent exclusion from the library is a drastic measure and a last resort. However, it is the library’s opinion that anyone in this position has received ample warning about the consequences of their behaviour and must take responsibility for their exclusion. This measure is being suggested as it is important for there to be a cut-off point. Users who repeatedly refuse to return items generate considerable extra work and with limited staff resources this time could better employed in other areas.