The practices of customer satisfaction survey among Malaysian libraries

This paper aims to identify the current practices of customer satisfaction survey (CSS) among Malaysian libraries. A self-developed questionnaire was used to gauge the respondents’ opinions on the implementation of CSS in their library. The questionnaire was distributed to 150 Malaysian libraries comprising samples of academic, public and special libraries. Descriptive and crosstabs statistics were used in the data analysis. The results of the study revealed that most libraries 1) start to implement CSS from year 2000 to 2010; 2) have applied CSS as a part of ISO requirement; 3) generally CSS is managed by Customer Services Division, 4) use Self Develop Instruments and study will be done on a yearly basis. The results also revealed that there are apparent lacks of CSS training and results distribution among the library staff. There are few suggestions on improving CSS such as forming focus group discussion, online survey, involve more respondents and create CSS standard among Malaysian library

Mortality from gastrointestinal congenital anomalies at 264 hospitals in 74 low-income, middle-income, and high-income countries: a multicentre, international, prospective cohort study

Summary Background Congenital anomalies are the fifth leading cause of mortality in children younger than 5 years globally. Many gastrointestinal congenital anomalies are fatal without timely access to neonatal surgical care, but few studies have been done on these conditions in low-income and middle-income countries (LMICs). We compared outcomes of the seven most common gastrointestinal congenital anomalies in low-income, middle-income, and high-income countries globally, and identified factors associated with mortality. Methods We did a multicentre, international prospective cohort study of patients younger than 16 years, presenting to hospital for the first time with oesophageal atresia, congenital diaphragmatic hernia, intestinal atresia, gastroschisis, exomphalos, anorectal malformation, and Hirschsprung’s disease. Recruitment was of consecutive patients for a minimum of 1 month between October, 2018, and April, 2019. We collected data on patient demographics, clinical status, interventions, and outcomes using the REDCap platform. Patients were followed up for 30 days after primary intervention, or 30 days after admission if they did not receive an intervention. The primary outcome was all-cause, in-hospital mortality for all conditions combined and each condition individually, stratified by country income status. We did a complete case analysis. Findings We included 3849 patients with 3975 study conditions (560 with oesophageal atresia, 448 with congenital diaphragmatic hernia, 681 with intestinal atresia, 453 with gastroschisis, 325 with exomphalos, 991 with anorectal malformation, and 517 with Hirschsprung’s disease) from 264 hospitals (89 in high-income countries, 166 in middleincome countries, and nine in low-income countries) in 74 countries. Of the 3849 patients, 2231 (58·0%) were male. Median gestational age at birth was 38 weeks (IQR 36–39) and median bodyweight at presentation was 2·8 kg (2·3–3·3). Mortality among all patients was 37 (39·8%) of 93 in low-income countries, 583 (20·4%) of 2860 in middle-income countries, and 50 (5·6%) of 896 in high-income countries (p<0·0001 between all country income groups). Gastroschisis had the greatest difference in mortality between country income strata (nine [90·0%] of ten in lowincome countries, 97 [31·9%] of 304 in middle-income countries, and two [1·4%] of 139 in high-income countries; p≤0·0001 between all country income groups). Factors significantly associated with higher mortality for all patients combined included country income status (low-income vs high-income countries, risk ratio 2·78 [95% CI 1·88–4·11], p<0·0001; middle-income vs high-income countries, 2·11 [1·59–2·79], p<0·0001), sepsis at presentation (1·20 [1·04–1·40], p=0·016), higher American Society of Anesthesiologists (ASA) score at primary intervention (ASA 4–5 vs ASA 1–2, 1·82 [1·40–2·35], p<0·0001; ASA 3 vs ASA 1–2, 1·58, [1·30–1·92], p<0·0001]), surgical safety checklist not used (1·39 [1·02–1·90], p=0·035), and ventilation or parenteral nutrition unavailable when needed (ventilation 1·96, [1·41–2·71], p=0·0001; parenteral nutrition 1·35, [1·05–1·74], p=0·018). Administration of parenteral nutrition (0·61, [0·47–0·79], p=0·0002) and use of a peripherally inserted central catheter (0·65 [0·50–0·86], p=0·0024) or percutaneous central line (0·69 [0·48–1·00], p=0·049) were associated with lower mortality. Interpretation Unacceptable differences in mortality exist for gastrointestinal congenital anomalies between lowincome, middle-income, and high-income countries. Improving access to quality neonatal surgical care in LMICs will be vital to achieve Sustainable Development Goal 3.2 of ending preventable deaths in neonates and children younger than 5 years by 2030

Taklimat Audit Pensijilan Semula PSAS

Taklimat ini adalah mengenai keseluruhan aktiviti, perkhidmatan dan kemudahan yang disediakan di Perpustakaan Sultan Abdul Samad, Universiti Putra Malaysia (PSAS) untuk membantu aktiviti pengajaran dan pembelajaran di Universiti. Taklimat ini digunakan untuk memberikan penerangan mengenai perkara tersebut kepada pihak SIRIM dalam Audit Pensijilan Semula PSAS pada 27 Ogos dan 28 Ogos 2008

Discovering the right key performance indicators in libraries: a review of literatures

This paper discusses the discovey of the right Key Performance Indicators (KPIs) in Malaysian libraries. As one of the measurement performance methodologies, KPIs are used to improved the overall organizational management and by applying the KPIs, it is considered an effort to transform libraries management towards excellence. The KPIs can be the key to organizations' success and for libraries to achieve their vision,mission,business strategy, objectives and targets. KPI Model was discussed by a few researchers in this paper to identify the right KPIs for libraries. The discussioncovers the library performance indicator standards by the International Organization for Standardization (ISO). The performance indicators described in this International Standard can be used effectively in the evaluation of libraries such as resources, access, infrastructure, use, efficiency and potentials and development. This paper also describes the flow of how to develop KPIs as proposed by Malaysian Administrative Modernization and Management Planning Unit, Prime Minister's Department Libraries need to identify their core business, core process and service before they identify the KPIs. The measures or indicators must be accepted, understood and owned across the organization in order to ensure that the performance measurement becomes effective. The discussion in this paper will help libraries understand and identify the right KPIs for libraries