Quality standards and policies: UKHSA Knowledge and Library Services
On this page, you will find information about the Knowledge and Library Services (KLS) quality standards and policies.
Quality standards
UKHSA Knowledge and Library Services aim to provide a high quality, efficient service and to meet your needs with courtesy. Our standards are outlined below:
Correspondence and enquiries
- normally respond to enquiries within two days of receipt
Book and journal article requests
- supply article requests from our own collection within two working days
- process article requests for material held elsewhere within three working days
- process book requests within one working day
- update you on any requests that take longer than two weeks
Purchases and requests for purchase
- acknowledge your suggestions for new book and journal titles within five working days
- supply you with any resulting book purchases promptly
Literature searches
- supply you with a bibliography in a minimum of one working week
- supply you with an themed bibliography in a minimum of two working weeks
- supply you with an evidence briefing in a minimum of three working weeks
Please note exceptions to these standards might occur during periods of high service demand.
Policies
Read the Knowledge and Library Services Byelaws.
Comments, compliments and complaints
We welcome feedback about the services we provide. We use this to inform, review and where necessary improve our services. You can give us your feedback by telephoning us on 020 368 20600, or emailing libraries@kls.ukhsa.gov.uk
Contact us
A more detailed version of these standards, including definitions, explanations, exceptions and methods of audit, is available upon request.
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