This page lists the most common questions we get asked about the
service, and provides the answers.
Click on a question to see the answer. Then click 'Back to top'
to return to the questions.
QUESTIONS...
|
|
|
About
the Service
Registration and Membership
On-line Catalogue
|
|
Using
the Service
|
| |
|
|
|
ANSWERS...
|
|
|
About the Service
What is the Resource Service?
The service is a lending and supply library of health
promotion materials. It is free to anyone in Berkshire
involved in health promotion.
i.e. If you are in a position to supply health related information
to a group, or groups of people, then we can provide you
with materials for free.
Back to top
How does the service work?
The service is mail order. Our catalogue is on-line
with photographs, PDF previews of leaflets and video clips,
and items can be booked and ordered on-line too.
We deliver and return items via the NHS Internal Post service.
If you do not have the service then there are several
collection/return points across Berkshire that you can use.
Back to top
Why is there no 'walk-in' library
facility any more?
The service is funded by both Berkshire PCTs so must
be used equally by clients across the county. Experience
and statistics have shown that a walk-in centre is only
used by clients within about four miles of the unit so
could not be used by the majority of our clients. An
on-line system is a much more realistic way to make the
library available to everyone and statistics
show that the service is being used much more equitably
now.
We also no longer have room to display items in our offices
and store rooms.
Back to top
Registration and Membership
I've forgotten my username or
password. What do I do?
There is a 'Forgotten Password' link on the log-in page
which will email your details to your registered email
address.
Alternatively give us a call or send us an email at the
office and we can tell you your username, or reset it to
something of your choice. We can also reset your
password but not read an existing one.
Back to top
Why do clients have to provide
home contact details before they can borrow items?
This is purely to give us, and the NHS, some security
since some of our items cost hundreds of pounds to
replace. It has been known for clients to have items
overdue and to change jobs taking them with them. If
they leave no contact information then the items are lost.
If you always return items on time then we will never need
to look at the information. When you have stopped using
the service it will be deleted.
Back to top
On-line Catalogue
I'm sure you have a
particular resource but I can't find it with the Search page
To find a particular item in the catalogue you need to
know it's title/name, or at least some of it.
- On the Search page click in the box marked TITLE
- Type just two or three consecutive words from
it's title
- Leave all other boxes as they are, and click the Search button
(at the bottom of the page)
If it's still not finding it then try with just one word. This
will produce a longer results list but it's still quite quick
to scan down and spot your item.
TIPS
- We don't include words like 'the', 'a', 'an', etc.
at the start of titles
- Avoid parts of the title with punctuation - You may type
it differently to how it's been entered.
- Choose the more unusual words from the title - This will
identify it better than words like 'and', 'in', 'the',
etc.
Back to top
I'm clicking
the Booking Calendar on an item but it's not coming up. What's
wrong?
The window has probably come up but is hidden behind the
main window with the list of items. This happens
if you double-click the calendar - It only requires a single-click.
Look along the bottom of the screen (next to the 'Start'
button). Every open window has a button for it along this
bar. Try clicking, in turn, all the Internet Explorer windows
(the ones with the blue 'e').
It will be one of them and will come to the front again.
Back to top
When
booking an item on the calendar, how long should I allow
for delivery time?
You do not need to worry about delivery or return times
since the system takes that into account automatically.
The dates you click are the dates that you need the
item, so it will arrive with you on the first date,
and you must send it back to us on the second date.
The system uses the Delivery Method you
choose (above the calendar) to calculate when we must send
the item out and when we can expect it back.
Back to top
|
|
Using the Service
I don't have an Internet PC
at my place of work, how can I access the service?
The online service is web based so is available on any
Internet computer.
Back to top
How long can I borrow items
for?
You can initially borrow items for up to two weeks.
In the last few days before the return date you have the
option to extend the period for up to another two weeks if
the item is still free.
You can do this yourself on the on-line system. Just
log in and click the 'Extend Existing Hires' menu
option.
Back to top
I sometimes need more
than the maximum allowed quantity of leaflets or posters.
Is this possible?
If you have a need for larger amounts of items then please
give us a call and explain the situation. We are
more than happy to supply large quantities for a special
purpose.
Back to top
The NHS Internal Mail does not
come to my place of work, how can I receive and return items?
We have several collection/return points across Berkshire
so you can select to have items delivered to one of them. Alternatively
you could come to an arrangement with a GP surgery near
you to act as a collection/return point.
Back to top
What if I can't decide about
an item just from the photographs and description in the
catalogue?
If you need a better look at an item then book it for
a day or two to preview it. It is good practice to
review all items properly before you use them.
Back to top
If I have something delivered
to one of the collection points how will I know when it has
arrived to be collected?
If it is a lending item then you can assume it will
be ready to collect on the day you booked it for. Leaflets
and posters usually arrive within a week of you
placing your order.
Once items leave our warehouse we have virtually no control
over delivery and delays can happen. The only way to know
for certain is to 'phone the collection point and ask someone
to check in the collection box.
Back to top
I am not near any of the collection
points. What's the best way to get items delivered and returned?
If you work on an NHS site (hospital, surgery, etc.) then
you don't need a collection point - the Internal Post can
bring items straight to you.
If you work outside the NHS then you could ask your local
surgery if they would act as a collection and return point
for items.
Back to top
I am based
a long way from your offices in Maidenhead so am I still
able to borrow large items?
Yes, there are virtually no restrictions. The Internal
Post system covers almost every NHS site across Berkshire
and will transport all but a few of our items. Longer
journeys will take longer, of course.
The exceptions that can't be transported are:
- The larger sized trestle tables
- More than one set of display boards at a time
Back to top
Why do I often get an answerphone
when I call the Resources office?
We are a fairly small team and most are part-time. We
are the equivalent of 2.5 whole time staff.
We often need to put the answermachine on if we are working
in the store rooms or in a meeting.
There is nearly always someone monitoring the calls though
and will respond to any urgent messages. All messages
are followed up within a day or two.
Back to top
|