Library Europe's largest nursing-specific collection

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Library performance

Our Library and Museum Enquiry and Service Standards set out the level of service our members can expect, including response times. These standards are reviewed each year and can be found on our Policies, Reports and Publications page.

We regularly monitor our performance and publish the results below. This data comes from our annual library survey, member feedback forms, and internal reviews.

Your library – in person and online

Target

2023 Results

We will achieve a 95% satisfaction rating of Library and Archive Service (LAS) Annual Survey respondents who were “satisfied” or “very satisfied” with the library services overall 94%
We will achieve a 95% satisfaction rating of “good” or “excellent” for events 96%
We will keep the Library and Heritage Centre open for 99% of our advertised hours, excluding planned closures Achieved
Our core library systems will be available 24/7 99% of the time excluding planned maintenance Achieved
We will report Library and Archive systems faults to suppliers within one working day of being aware of the problem Achieved

Your time is important to us – timeliness

Target

2023 Results

We will pick up webchat enquiries within 90 seconds 95% achieved
Phone calls will be answered within three rings 94% achieved
All donations offered will be accepted or rejected within 60 working days Achieved
We will supply an acknowledgement to email enquiries and complaints within one working day

98% Q2-4*

We will answer archive enquiries within 10 days Achieved
We will supply a literature search in response to a request from members within 10 working days of receiving the request 98% Achieved

 

*Target suspended in Q1 due to industrial action and staffing

Your support, we’re here to help… just ask

 

Target

2023 Results

95% of attendees at drop-ins and 121 training sessions will rate the training as “excellent” or “good” 99%
98% of members will rate literature searches as good or excellent
99%
98% of customers will rate staff as knowledgeable
97%
98% of customers will rate staff as friendly and helpful 97%
100% of supervised special collections research sessions will be rated “good” or “excellent” 100%
95% of customers will be “satisfied” or “very satisfied” with our responses to enquiries and complaints 97%

Our standards are informed by:

  • RCN Respect Charter
  • RCN Library Terms and Conditions
  • LAS Events Terms and Conditions
  • industry standards within libraries, archives and museums

You said, we did

Find out what improvements we've made to our services from your feedback

Feedback Form

Let us know what you think of the service through our feedback form