Transcript Infopeople Webcast Series: Health e-Shows I Do Not Give Medical Advice; I Dispense Quality Health Information An Infopeople Webinar June 19, 2008 12pm – 1pm Kelli.

Infopeople Webcast Series:
Health e-Shows
I Do Not Give Medical Advice;
I Dispense Quality Health Information
An Infopeople Webinar
June 19, 2008
12pm – 1pm
Kelli Ham
[email protected]
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:

Understand the most common challenges of
providing health reference to the public
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Know of best practices by colleagues when faced
with difficult health reference scenarios
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Be aware of mutually beneficial collaborations with
other librarians in different settings
Agenda
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Overview of Consumer Health reference services

Common issues and challenges
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Actual scenarios
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Strategies
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Recap and Q&A
Let’s share our ideas!
Regular Reference vs. Health Reference
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Similarities
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reference interview guidelines apply to both
questions range from simple to complex
Differences
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questions are more serious in nature
privacy concerns
complicated topics
limited resources for consumers
Health Reference Settings
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Consumer health in different library settings
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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
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Language
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Culture
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Low health literacy
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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
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How is this different in a
hospital setting vs. a public
library setting? Is the
approach the same?
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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
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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
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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
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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
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Refer back to
healthcare provider
Provide appropriate
resources
Know the tools to help
users communicate with
their doctor or nurse
Fill Gaps Through Partnerships
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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
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Assess strengths and weaknesses
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Identify potential partners
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Hold a “Swap Meet”
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Organize a health fair; invite other organizations
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Other ideas?
Other Considerations for Health Reference
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Use every opportunity to teach
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Point out evaluation criteria
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Allow user to “take the wheel”
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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?
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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?
Q&A
Kelli Ham, Consumer Health Coordinator
NN/LM Pacific Southwest Region
UCLA Louise M. Darling Biomedical Library
[email protected]