Patient Library SOW.docx

NIH Clinical Center Patient Library Statement of Work

1. BACKGROUND INFORMATION:

The Clinical Center Complex of the National Institutes of Health (NIH) is a biomedical research hospital located in Bethesda, Maryland. The facility consists of 234 inpatient beds, 82-day hospital stations, over 20 outpatient clinics, diagnostic and treatment areas, and public waiting areas. Adjacent to the hospital facilities are research laboratories. The complex consists of three buildings: the Warren G. Magnuson Clinical Center (Magnuson Center), the Mark O. Hatfield Clinical Research Center (Hatfield Center), and the Ambulatory Care Research Facility (ACRF). Together these three buildings represent approximately 3.5 million square feet of space. The Magnuson Center is research space, and the bottom floors house some large departments that support patient care. The ACRF is a fourteen-floor structure which houses outpatient clinics and research laboratories on twelve floors. The first and second levels of the ACRF houses clinical services including diagnostic radiology, nuclear medicine and PET, surgery, transfusion medicine and laboratory medicine. The Hatfield Center is a seven-story structure with a central large open atrium. Inpatients units are on levels 1, 3, 5 and 7. Levels 2, 4, and 6 are interstitial mechanical space except for small clusters of offices and conference rooms.

The Clinical Center is a unique facility in that all patients are on a research protocol and over 50% of patients are from across the country and are often here for extended stays. The needs of this type of patient population differ from a community or academic medical center that draws from a more local based population. Patients may be more anxious, often they are alone, or do not have as many visitors, or family members for support. Taking care of every aspect of our patient’s support needs is a value that is highly held in the Clinical Center.

The Patient Library, a comfortable, light-filled and well-stocked library, is located on the 7th floor of the Clinical Center. There are more than 6,000 books, including a selection of current best-sellers, reference, foreign language, health, coping large-print, picture, and audio books. Current DVD releases and music CDs, with wide-ranging choices are available. The library subscribes to some 30 magazines, the Washington Post, The New York Times and The Wall Street Journal. All materials can be checked out and a hospital volunteer or member of the library staff will also deliver books, DVDs, CDs, or other library material to a patient bedside if requested.

The library manages the set-up of wireless computer accounts for patients and patient visitors as well as offers instruction in basic computer skills so that a patient may better use the computer in their room. Special items such as CD players, guitars, and special visual aids such as talking books, and "bed specs" (prism glasses that allow a patient to read lying down) are also available.

2. OBJECTIVES AND SPECIFIC ACTIONS FOR THE PROCUREMENT:

1) Provide library services to a customer base of patients, patient visitors, family members of the Clinical Center. Materials and services provided are focused on (1) diversional, (2) health – related information, (3) general interest and (4) current interest.

2) Library services shall provide outstanding customer service which includes a warm, friendly, courteous greeting as well as an inquiry as to how the librarian can meet the customer’s needs. The assessment of customer needs should not only be in the above-mentioned areas, but also reflect an understanding of reading comprehension levels.

3) The scope of services includes all operations, to include management of personnel and space, material resources, guest wireless accounts, and on-going currency of new releases of books and other library materials.

4) Hours of service are defined and reflective of customer demand.

5) Library services will be performed at the Clinical Center. Telework will be considered during emergency situations or as needed.

Period of Performance: Provide library services for the Clinical Center Patient Library.

Base Period: July 13, 2026 – July 12, 2027 Option Year 1: July 13, 2027 – July 12, 2028 Option Year 2: July 13, 2028 – July 12, 2029 Option Year 3: July 13, 2029 – July 12, 2030 Option Year 4: July 13, 2030 – July 12, 2031

3. CONTRACTOR REQUIREMENTS:

The library service shall be based on state-of-the-art standards of small community libraries with special additional attention to health-related inquiries. The library service, in order to be compliant with the Government’s requirements, must:

· Be well-organized

· Have accurately catalogued holdings

· Have accurately recorded loans

· Have a lost book rate equal to or less than community standard

· Be responsive to patient requests

· Deliver monthly performance reports

DESCRIPTION OF DUTIES:

Customer Service (DAILY):

The Patient Library Service represents a front-line patient support service in the Clinical Center. This service is a critical component of the Clinical Center’s effort to provide outstanding customer service and patient support. Staff are expected to:

· Clearly speak and understand the English language

· Offer a friendly greeting with a warm smile

· Interpret verbal and non-verbal behavior to assess library needs and respond to our patients in an appropriate and effective manner

· Deliver the service they are responsible for in an efficient and timely manner, and

· Leave the patients and family members feeling cared for.

Examples of specific interactions requiring outstanding customer service:

· Greeting patients, family members, patient visitors and staff visitors

· Respond to Reference questions

· Provide computer assistance in library

· Provide directions in the hospital

· Room visits to deliver & retrieve materials/discern needs

· Patient Laptop troubleshooting (wireless accounts)

· Telephone inquiries

· Email inquiries

Opening and closing procedures (DAILY):

Opening the Library:

· Interlibrary loan/bookstore/supply runs

· Newspapers, Admission &Discharge list picked up from Admissions Dept

· Book returns checked

· Computers/lights on

· Update Follett patron database (admissions & discharges)

· Clean surfaces, scan library for orderliness

· Check units for items that may have been left by patients

· Check global email for wireless guest accounts from overnight

· Calls or delivery to patient rooms re wireless accounts

· Check 1SE patient unit for discharge schedule (twice a week)

· Retrieve phone messages

Closing the Library:

· Shut down computers

· Shelve books

· Clean computer keyboards

· Lock piano if required

· Turn off all lights and computer equipment

· Secure doors

Circulation desk operations (DAILY)

· Patient and staff check out of materials

· Tracking loans, placing reserve holds

· Hand out magazines to patients

· Always listen attentively

· Answer questions

Patron database management (DAILY)

· Daily update from Admissions on admissions/discharges

· Status change from inpatient to outpatient

· Updates from Epidemiology on isolation status

· Update patron database at check out for new staff patrons and new outpatient patrons

· Track patrons with overdue/delinquent items

Acquisitions & collection development (DAILY)

· Review of Library Journal reviews, NY Times Book Review, Baker & Taylor Forecast magazine, popular magazine book reviews, i.e., People, Entertainment Weekly, People en Espanol, Essence, ESPN magazine, Amazon.com reviews, etc.

· Online book/DVD/Music orders through Baker & Taylor

· Processing of new library materials (books, DVDs, music)

· Sorting and processing of donations

· Review of magazine orders to meet current patient needs

· Processing of weekly magazine delivery and distribution to units and clinics

Cataloging of materials to be added to collection (AS NEEDED)

· Download and edit Baker & Taylor cataloging

· Follett cataloging of donated materials

Library space, equipment, & supplies management (DAILY)

· 24/7 reading area space management

· Periodic shelf reading to ensure proper dewey/shelf order

· Maintain area in orderly, neat visually pleasing and peaceful fashion

· Create and refresh display areas

· Keep magazine racks stocked

· Keep red dot shelves stocked

· Work with IT department to keep equipment in good working order

Contact Isolation Procedures (AS NEEDED)

· Delivery and retrieval of items from patient rooms

· Cleaning of DVDs, Music CDs, equipment returning from contact isolation patients

· Patient, staff, caregiver education on hospital and library contact isolation procedures

· Consultation with Epidemiology re special concerns and updates to patient contact isolation roster

Web site management (ONCE OR TWICE PER MONTH)

· Updates to webpage via Serena Collage system

Special Services (AS NEEDED):

1. Bilingual staff availability, day and evening

2. NIH guest wireless accounts processing

· Telephone calls from patients

· Emails to CC Patient PC Help

· Print out of accounts & instruction updates

· Phone calls / delivery to patients

· Troubleshooting/set up on patient laptops

3. Interlibrary loan service: Ordering, pick up, delivery to patient and return to public library

Work Therapy and Red Cross volunteer supervision

· Overdue item collection efforts

· Calls & emails to staff

· Mailed notices to patients

Annual Inventory& periodic weeding of collection (ONCE PER YEAR)

Mandatory trainings & staff development

· Complete annual competencies

· Attendance at OHS leadership meetings

· Weekly library staff meeting

Statistics/data/reports/recordkeeping

· Daily tallies of visits & evening circulation numbers

· Weekly performance data reports to Recreation Therapy Section Chief

· Monthly reports to Project Officer/Contract Officer

· Semi-Annual infection control reports to Epidemiology

· Periodic supply ordering/purchase orders

· Recordkeeping of book/DVD/CD/magazine expenditures

· Keep library procedure manual up to date

· Timesheet recordkeeping

1. Hours of Service: The library shall be open Monday, Thursday, and Friday from 11 a.m. to 6 p.m., Tuesday to Wednesday from 11 a.m. to 9p.m. and Saturday to Sunday from 11 a.m. to 4 p.m. On Federal holidays it is open from 11 a.m. to 4 p.m. (with the exception of New Year’s, Thanksgiving, and Christmas).

2. Staffing: The Contractor shall provide sufficient staffing to service the Clinical Center during the full span of hours of service. One (1) full-time equivalent on-site Supervisor shall be provided. Individual will have responsibility for all service and staff at all times and shall be present the equivalent of forty (40) hours each per week. A primary point of contact must be designated for off-shift hours.

3. Tier 1 Emergency Designation:

NIH has a Continuity of Operations Plan (COOP) in place that is designed to ensure maintenance of NIH mission essential functions/activities while also protecting the health and safety of NIH employees, patients, and visitors. The NIH Patient Library is designated as an essential activity. During inclement weather, government closure or shutdown, the NIH Patient Library is expected to maintain regularly scheduled hours of service. If reduced hours and/or changes in staffing levels are indicated, the project officer will notify the contractor, with 24-hour notice, as to the specific hours of operation and staffing level expected during the emergency. The NIH Patient Library staff will be designated as Tier 1 Emergency employees and are expected to report to their worksite on time, as scheduled, and remain for the duration of their tour of duty unless otherwise directed by the project officer.

4. Hiring Requirements: Head Librarian/Supervisor position must meet the requirements for professional education in library science. Recommendation is for a Master's in library science or equivalent graduate degree, e.g., LL.B. or J.D., related to the position. Experience in supervision and performance management recommended.

Library Information Technology Systems position must meet the requirements for professional education in library science. Recommendation is for a Master's in library science or equivalent graduate degree related to the position. Experience in development and maintenance of digital resources and the provision of technology management and support for library services required.

Library Technician position must meet the requirements for professional education in library science or possess equivalent experience and education. Completion of 1 full academic year of graduate study in library science in an accredited college or university, in addition to completion of all work required for a bachelor's degree;

OR

A total of at least 3 years of a combination of college-level education, training, and experience. To qualify on this basis, the applicant must establish conclusively that the education, training, and experience provided a knowledge and understanding of the theories, principles, and techniques of professional librarianship; a knowledge of literature resources; and the knowledge and abilities essential for providing effective library and information services.

In addition, due to 80-90% percent of non-English speaking patients/family members being Spanish-speaking, one (1) full time staff member must have a proficiency in Spanish. These requirements are in addition to the basic professional library science and experience requirements that apply to all positions.

5. Personal Appearance: An NIH Identification Badge shall be worn and visible at all times. All Patient Library staff are required to dress in accordance with professional attire.

General Guidelines:

· No blue jeans

· No shorts

· No sweat pants, sweat suits

· No sweatshirts, T-shirts

· No shirts with large logos

· No workout clothes

· No flip flops

6. Non-Smoking Requirement: The Contractor shall be responsible for compliance with the following tobacco-free policy at the NIH Bethesda Campus:

Effective October 1, 2008, the use of all tobacco products (including cigarettes, cigars, pipes, smokeless tobacco, or other tobacco products) is prohibited at all times:

· In all buildings

· On all outside property or grounds, including parking areas;

· In government vehicles

7. Mandatory Training Orientation: Each person selected to work at the Clinical Center must receive an orientation to the position and the Clinical Center. The government will provide the training listed below. Attendance by Contractor employees is mandatory.

NIH/CC Orientation

NIH Government Ethics Online Training

CC Safety and Emergency Procedures

1) Infection Control

2) Universal Precaution

3) Emergency Procedures

4) Hazard Communications

5) Patient Safety Required upon entry

Annual review required Annual review required Annual review required Annual review required Annual review required

CC Patient Confidentiality and Privacy

CC Patient Safety

CC Performance Improvement

CC Service Excellence

Initial CC training shall be completed within 30 days of the initial start date. Certificates of completion shall be sent from the contract staff to the contract supervisor during initial orientation and annually as required.

The Project Officer will notify the Contractor of any additional training requirements.

4. GOVERNMENT RESPONSIBILITIES:

The Government will furnish the following facilities, equipment, furniture, supplies, services and training to the contractor for use in direct performance of the contract:

· Adequate space for reading tables, chairs, displays, and shelving which has the capacity to hold approximately 7,000 volumes of books, DVDs, CDs and 25-30 current periodicals and 50-60 reference texts.

· Adequate storage space for oversized books, guitars, and miscellaneous library materials.

· Telephone, computer, printer, file cabinets, shelves

· A greeting desk for welcoming and checking out materials in both the adult and pediatric areas.

Computer Equipment & Supplies

· Three patient use computers

· One Circulation desk computer

· Circulation Bar code scanner

· Inventory Dolphin Bar Code scanner

· Patient Use Scanner

· Printer

· 3-5 patient use laptops presently on hand

· 4 portable DVD players

· 4 Classical Guitars and guitar cases

· 1 Portable electronic keyboard

Furniture

· Space and furniture to support the functionality of the library

· 4 magazine racks in 24/7 reading area

· 2 table lamps in 24/7 reading area Training:

· NIH and CC Orientation Training and annual review/continuing training Supplies:

· Toner

· Printer paper

· Kleenex

· Avagard D Hand pumps

· Asepti-wipe canisters

· Disposable headphones for portable music players

· Hand gloves

· Yellow Gowns

· Face masks

· Paper towels Services:

· IT Support

· Epidemiology support (reports on contact isolation patients)

· Facilities Management services

· Safety Officer support

· Web site technical support (Serena Collage system) through Office of Communications

· Access to a copier and fax machine if necessary

NOTE: If problems arise with any of the above, the Contractor shall notify the Project Officer.

Items provided by contractor include:

· Books

· Bookmarks

· DVDs

· Music CDs

· Music players (boom boxes, CD players)

· Magazines

· Newspapers

· Library/Circulation Desk/Processing Supplies

· Professional Memberships

· Continuing Education and Staff Development Training

· Follett Software Company library automation software package plus annual technical services agreement

5. REPORTING REQUIREMENTS AND DELIVERABLES:

Monthly performance reports Librarian shall provide a monthly report of:

· Visits by customer type (patients, patient family/visitors, staff)

· Items loaned, categorized by type (Books, periodicals, cds, dvds, players, etc)

· Items taken to units,

· Computer session use (15 minutes or more),

· Materials lost in circulation,

· Materials added in library,

· Guest Wireless Account tracking

· Other productivity indicators as requested.

6. INSPECTION AND ACCEPTANCE REQUIREMENTS:

Performance Standards and Measures:

Inspection and acceptance will be the responsibility of the Project Officer or appointed designee.

Performance Requirement

Performance Standard

Performance Measurement

· 100% will be greeted in a friendly manner.

· Measured quarterly

· Administered by a random survey of library patrons

· Books on loan records retrievable by title

· General inspection of randomly selected 40 consecutive volumes no more than one misplaced

· Annual inspection of 20 loaned books will show no less than 95% accuracy

NIH Clinical Center Patient Library Performance Statement of Work