Infopeople Webcast Series: Health e-Shows
I Do Not Give Medical Advice; I Dispense Quality Health Information An Infopeople Webinar June 19, 2008 12 pm – 1 pm Kelli Ham kkham@library. ucla. edu Infopeople webinars are supported by the U. S. Institute of Museum and Library Services under the provisions of the Library Services and Technology Act, administered in California by the State Librarian.
Objectives Participants will: v Understand the most common challenges of providing health reference to the public v Know of best practices by colleagues when faced with difficult health reference scenarios v Be aware of mutually beneficial collaborations with other librarians in different settings
Agenda v Overview of Consumer Health reference services v Common issues and challenges v Actual scenarios v Strategies v Recap and Q&A Let’s share our ideas!
Regular Reference vs. Health Reference v Similarities • • v reference interview guidelines apply to both questions range from simple to complex Differences • • questions are more serious in nature privacy concerns complicated topics limited resources for consumers
Health Reference Settings v Consumer health in different library settings • • v v v public hospital academic special Each setting offers services and resources for different user groups and purposes Still, overlap exists Opportunities to extend services via partnerships
Barriers to Communication v Language v Culture v Low health literacy v What else?
Common Issues What challenges do you face? (Pick a color and use the Text tool)
Chronic Calling
Complicated Question; Need Answer Now!
Serious Diagnosis v How is this different in a hospital setting vs. a public library setting? Is the approach the same? v How do you handle a situation when the person is emotional or distraught?
Unfamiliar, Odd or Misspelled Medical Terms “The doctor says I have laryngealaritenoiditis. ”
Alternative Therapies “Will acupuncture help heal Achilles tendonitis? ” “I have glaucoma; can I take ginkgo instead of my other medicine? ”
The Internet Problem Some people don’t use or have access to the Internet. Some people use the Internet and are quickly overwhelmed by confusing or conflicting information.
A Few Best Practices v v v Be open-minded Listen, ask, listen, rephrase for clarity Provide “safe” area Know your collection Be available when they are ready for more What are some others?
HOSPITALS v v v Get buy-in from management Build a reference consumer health collection Work with local public library; know policies Team up with health care professionals and patient educators in the hospital What else? PUBLIC LIBRARIES v v v v Know your community Ongoing training for staff Keep collection up-to-date Know best online resources Participate in Consumer Health groups Make contact with local medical librarians What else? BEST PRACTICES IN DIFFERENT SETTINGS
Always a Good Bet v v v Refer back to healthcare provider Provide appropriate resources Know the tools to help users communicate with their doctor or nurse
Fill Gaps Through Partnerships v v Public library doesn’t have the medical journal, but the academic library does Hospital library isn’t able to serve members of the public, but the nearby public library has good collection and free Internet access What pieces are you missing?
Ideas for Building Partnerships v Assess strengths and weaknesses v Identify potential partners v Hold a “Swap Meet” v Organize a health fair; invite other organizations v Other ideas?
Other Considerations for Health Reference v Use every opportunity to teach v Point out evaluation criteria v Allow user to “take the wheel” v Informed consumers and patients can make better decisions about their health
Take-aways from Today’s Session
Continuing the Discussion 1. Is there interest in forming a community? • 2. 3. 4. 5. stay in touch, build relationships, discuss issues Monthly or quarterly web-based chat like this? Other venues that already exist? (e. g. CAPHIS) Blog or email discussion list? Facebook group?
one re is ice I The adv t of e to bi giv can ers… us
Take th is infor mation and cal , l your d octor in the mor ning!
Q&A
Kelli Ham, Consumer Health Coordinator NN/LM Pacific Southwest Region UCLA Louise M. Darling Biomedical Library kkham@library. ucla. edu
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