Post on 05-Dec-2014
description
Providing Consumer Providing Consumer Health Information at Health Information at Your LibraryYour Library
Andrea KenyonAndrea KenyonDirector of Public Health and Community OutreachDirector of Public Health and Community OutreachDirector of PhillyHealthInfo.orgDirector of PhillyHealthInfo.orgThe College of Physicians of PhiladelphiaThe College of Physicians of Philadelphia
Located: 19 South 22nd Street, Center CityLocated: 19 South 22nd Street, Center CityOnline: Online: www.collegeofphysicians.org www.collegeofphysicians.org
• Founded in 1787Founded in 1787• Non profit cultural and educational organizationNon profit cultural and educational organization• Mission:Mission: Advancing the cause of health while Advancing the cause of health while
upholding the ideals and heritage of medicine.upholding the ideals and heritage of medicine.
Programs:Programs:• Improving the health of the public throughImproving the health of the public through
PhillyHealthInfo.orgPhillyHealthInfo.org• Historical Medical LibraryHistorical Medical Library• Mütter MuseumMütter Museum• Lectures, symposiaLectures, symposia
Since all people make Since all people make health decisions, all health decisions, all people need health people need health
informationinformation
What is health literacy?What is health literacy?
The degree to which individual have the capacity The degree to which individual have the capacity to obtain, process and understand basic health to obtain, process and understand basic health information and services needed to make information and services needed to make appropriate health decisions [Healthy People appropriate health decisions [Healthy People 2010]2010]
What is information What is information literacy?literacy?A set of abilities enabling individuals to recognize A set of abilities enabling individuals to recognize when information is needed and have the ability to when information is needed and have the ability to locate, evaluate and use effectively the needed locate, evaluate and use effectively the needed information [ALA 1998]information [ALA 1998]
Why Public Libraries?Why Public Libraries?
Public Library seen as a trusted institutionPublic Library seen as a trusted institution
Community hub for information Community hub for information
Champions of universal access Champions of universal access
Computer access and trainingComputer access and training
Deliver information to those who Deliver information to those who need it mostneed it most
Librarians Have Valuable SkillsLibrarians Have Valuable Skills Strong service orientationStrong service orientation
Information managementInformation management
Critical evaluation skillsCritical evaluation skills
Skilled at finding answersSkilled at finding answers
Librarians Have Valuable SkillsLibrarians Have Valuable Skills Experts at providing information in multiple formats for a variety Experts at providing information in multiple formats for a variety
of needsof needs
Provide info where and when most neededProvide info where and when most needed
Responsive rather than prescriptiveResponsive rather than prescriptive
Public Library ChallengesPublic Library Challenges Time requirements to answer health questionsTime requirements to answer health questions
Financial, staffing and physical space constraints for Financial, staffing and physical space constraints for specialized services and resourcesspecialized services and resources
Limitations of staff expertise and training in responding to Limitations of staff expertise and training in responding to health information questionshealth information questions
Scope of medical and healthcare topicsScope of medical and healthcare topics
Consumer health information needs and expectationsConsumer health information needs and expectations
Public Library ChallengesPublic Library Challenges Unclear understanding of public library roleUnclear understanding of public library role
Fear of providing the wrong answer Fear of providing the wrong answer
Absence of guidelines for dealing with health information Absence of guidelines for dealing with health information requestsrequests
Fear of providing medical adviceFear of providing medical advice
Unclear on appropriate procedures for referral to health Unclear on appropriate procedures for referral to health professional or agencyprofessional or agency
Keys to SuccessKeys to SuccessKnow your communityKnow your community
Understand your audienceUnderstand your audience
Provide quality health information services and resourcesProvide quality health information services and resources
Define your roleDefine your role
Develop community based outreachDevelop community based outreach
PromotionPromotion
Hone your health information skills Hone your health information skills
Know Your CommunityKnow Your Community Conduct a community needs Conduct a community needs
assessmentassessment
Determine local impact of national Determine local impact of national health issueshealth issues
Find out the most common hospital admissionsFind out the most common hospital admissions
Track health reference, ILL and circulation requests Track health reference, ILL and circulation requests
Identify health related programs in your communityIdentify health related programs in your community
Know Your CommunityKnow Your Community Sources: Sources:
• http://www.leapfroggroup.org (Click on for consumers’ link (Click on for consumers’ link and and type in local zip code, city, hospital name, etc.)type in local zip code, city, hospital name, etc.)
• http://www.healthgrades.com (Click on hospital ratings, then (Click on hospital ratings, then on hospital ratings free section)on hospital ratings free section)
• http://en.wikipedia.org/wiki/Diagnosis-related_group
Know Your CommunityKnow Your Community Analyze the demographic profile of your communityAnalyze the demographic profile of your community
Age of population Age of population
Education level Education level Cultural characteristicsCultural characteristics
What languages are spoken in the community?What languages are spoken in the community?
Economic profile? Economic profile?
Understand Your Audience!Understand Your Audience!
Understand Your AudienceUnderstand Your Audience To effectively provide health information, we must understand:To effectively provide health information, we must understand:
Barriers to informationBarriers to information
Information-seeking behaviorInformation-seeking behavior
Characteristics and expectationsCharacteristics and expectations
Health Information needsHealth Information needs
Barriers to Health InformationBarriers to Health Information Illiteracy or low literacyIlliteracy or low literacy
Lack of culturally relevant informationLack of culturally relevant information
Difficulties in identifying and evaluating quality health Difficulties in identifying and evaluating quality health informationinformation
Inadequate resources that address narrow information Inadequate resources that address narrow information needsneeds
Information overloadInformation overload
Information Seeking BehaviorInformation Seeking Behavior AgeAge
DisabilityDisability
GenderGender
Race and ethnicityRace and ethnicity
Socioeconomic factorsSocioeconomic factors
Language BarriersLanguage Barriers
Consumer Characteristics and Consumer Characteristics and Expectations Expectations
No library or research skillsNo library or research skills
Expect to find simple, straightforward answers to what are Expect to find simple, straightforward answers to what are often complex questionsoften complex questions
Expect to find specific information that addresses their Expect to find specific information that addresses their unique problem(s)unique problem(s)
Come to the library with misinformation or inadequate Come to the library with misinformation or inadequate informationinformation
Consumer Characteristics and Consumer Characteristics and Expectations Expectations
Difficulty knowing how to interpret conflicting informationDifficulty knowing how to interpret conflicting information
No skills in evaluating quality of informationNo skills in evaluating quality of information
Unable to evaluate or interpret the medical information and Unable to evaluate or interpret the medical information and statisticsstatistics
Can exhibit intense emotionsCan exhibit intense emotions
What are people What are people searching for?searching for?
Diseases and conditionsDiseases and conditions
Treatment and expectationsTreatment and expectations
Wellness and preventionWellness and prevention
InsuranceInsurance
E-PatientsE-Patients
Provide Quality Information!Provide Quality Information!
Reference Interview Steps Reference Interview Steps Reduce a patron’s hesitation by appearing Reduce a patron’s hesitation by appearing
sincere and helpfulsincere and helpful
Watch facial expressions and pay attention to the language Watch facial expressions and pay attention to the language used by the patronused by the patron
Try to avoid anything that could be interpreted as Try to avoid anything that could be interpreted as judgmentaljudgmental
Lower your voice to match the level of the patron who wants Lower your voice to match the level of the patron who wants to speak confidentiallyto speak confidentially
Assure the patron that the reference transaction is Assure the patron that the reference transaction is confidentialconfidential
Search Strategies for Effectively Search Strategies for Effectively Answering Health QuestionsAnswering Health Questions
Bookmark quality Internet health sites Bookmark quality Internet health sites
Maintain a current health information collectionMaintain a current health information collection
Familiarize yourself with community-based referral Familiarize yourself with community-based referral resourcesresources
Search Strategies for Search Strategies for Effectively Answering Effectively Answering Health QuestionsHealth Questions
The only way to know if you have fully answered the The only way to know if you have fully answered the patron’s question is to askpatron’s question is to ask
Encourage patrons to consult a health professional with any Encourage patrons to consult a health professional with any questions regarding interpretation of informationquestions regarding interpretation of information
Telephone Health Telephone Health Reference InterviewReference Interview
Restate or clarify the question before starting Restate or clarify the question before starting to look for the answerto look for the answer
Verify spellings of medical termsVerify spellings of medical terms
Cite the source & DATE!!Cite the source & DATE!!
Telephone Health Telephone Health Reference InterviewReference Interview
Always quote verbatim from the sourceAlways quote verbatim from the source
Maintain a patron’s confidentiality if you call Maintain a patron’s confidentiality if you call them back - e.g., don’t leave specific information them back - e.g., don’t leave specific information on an answering machineon an answering machine
Providing Information on a Providing Information on a Serious Disease or ConditionSerious Disease or Condition
Determine what information patron hasDetermine what information patron has
Let the authoritative sources do the informingLet the authoritative sources do the informing
Hand the patron background informationHand the patron background information
Find a private area Find a private area
Ask if you can call someoneAsk if you can call someone
Refer them to a support groupRefer them to a support group
Legal IssuesLegal Issues Practicing medicine without a licensePracticing medicine without a license
Fraud and misrepresentationFraud and misrepresentation
DefamationDefamation
Refusal to provide informationRefusal to provide information
MalpracticeMalpractice
Librarian’s RoleLibrarian’s Role It is essential that the reference librarian make a clear It is essential that the reference librarian make a clear distinction between giving advice and giving informationdistinction between giving advice and giving information Provide information, not advice. Medical advice should only Provide information, not advice. Medical advice should only
be given by a medical professionalbe given by a medical professional
Be careful by applying good practice standards Be careful by applying good practice standards Sound Collection guidelines Sound Collection guidelines
Community-Based OutreachCommunity-Based Outreach Start with needs that are already expressed by the Start with needs that are already expressed by the communitycommunity
Vary approachesVary approaches
Involve healthcare professionalsInvolve healthcare professionals
Test your ideasTest your ideas
Learn from othersLearn from others
PromotionPromotion
Honing Your SkillsHoning Your SkillsNational Library of MedicineNational Library of Medicine
MedlinePlus and other consumer databases: http://www.nlm.nih.gov/medlineplus/MedlinePlus and other consumer databases: http://www.nlm.nih.gov/medlineplus/
Training resources: http://www.nnlm.nlm.nih.gov/pnr/trainTraining resources: http://www.nnlm.nlm.nih.gov/pnr/train
Public Libraries and Community Partners: Working Together to Provide Health Information Public Libraries and Community Partners: Working Together to Provide Health Information http://nnlm.gov/outreach/community/http://nnlm.gov/outreach/community/
Medical Library AssociationMedical Library Association
Consumer Health Information Specialization Program: Consumer Health Information Specialization Program: http://www.mlanet.org/education/chc/index.htmlhttp://www.mlanet.org/education/chc/index.html
CAPHIS - Consumer and Patient Health Information CAPHIS - Consumer and Patient Health Information Section Listserv: http://caphis.mlanet.org/Section Listserv: http://caphis.mlanet.org/
Honing Your SkillsHoning Your Skills BooksBooks
Barclay, Donald A., Halsted, Deborah D. “Consumer Health Reference Service Barclay, Donald A., Halsted, Deborah D. “Consumer Health Reference Service Handbook,” Medical Library Association, 2001.Handbook,” Medical Library Association, 2001.
Casini, Barbara, Kenyon, Andrea. “The Public Librarian’s Guide to Providing Casini, Barbara, Kenyon, Andrea. “The Public Librarian’s Guide to Providing Consumer Health Information.” Chicago, IL: Public Library Association, 2002.Consumer Health Information.” Chicago, IL: Public Library Association, 2002.
McKinney, Julie & Kurtz-Rossi, Sabrina. “Family Health and Literacy, a Guide to McKinney, Julie & Kurtz-Rossi, Sabrina. “Family Health and Literacy, a Guide to Easy-to-Read Health Education Materials and Web Sites for Families.” Boston, Easy-to-Read Health Education Materials and Web Sites for Families.” Boston, MA: World Education, 2006.MA: World Education, 2006.
Spatz, Michele. “Answering Consumer Health Questions.” New York, NY: Neal-Spatz, Michele. “Answering Consumer Health Questions.” New York, NY: Neal-Schuman Publishers Inc, 2008.Schuman Publishers Inc, 2008.
Additional ResourcesAdditional Resources
WebsitesWebsites
Agency for Healthcare Research and QualityAgency for Healthcare Research and Qualityhttp://www.ahrq.gov/
HealthfinderHealthfinderhttp://www.healthfinder.gov/http://www.healthfinder.gov/
Caphis Top 100 Caphis Top 100 http://caphis.mlanet.org/consumer/generalhealth.htmlhttp://caphis.mlanet.org/consumer/generalhealth.html
MLA Resources for ConsumersMLA Resources for Consumershttp://www.mlanet.org/resources/consumr_index.htmlhttp://www.mlanet.org/resources/consumr_index.html
MLA Top 10 Most Useful WebsitesMLA Top 10 Most Useful Websiteshttp://www.mlanet.org/resources/medspeak/topten.htmlhttp://www.mlanet.org/resources/medspeak/topten.html
Additional ResourcesAdditional Resources
For SeniorsFor Seniors
NIH Senior HealthNIH Senior Healthhttp://nihseniorhealth.gov/http://nihseniorhealth.gov/
Nursing HomesNursing Homes
Residential Care and Assisted LivingResidential Care and Assisted Livinghttp://www.ahrq.gov/research/residentcare/http://www.ahrq.gov/research/residentcare/
Nursing Home CompareNursing Home Comparehttp://www.medicare.gov/NHCompare/http://www.medicare.gov/NHCompare/
Additional ResourcesAdditional Resources Health Literacy WebsitesHealth Literacy Websites
What is Clear Health CommunicationWhat is Clear Health Communication
http://www.pfizerhealthliteracy.com/http://www.pfizerhealthliteracy.com/
Questions are the AnswerQuestions are the Answer
http://www.ahrq.gov/questionsaretheanswer/
Ask Me 3Ask Me 3
http://www.npsf.org/askme3/http://www.npsf.org/askme3/
It is in the provision of It is in the provision of consumer health information consumer health information
that we as librarians might that we as librarians might have our greatest opportunity have our greatest opportunity
to experience the impact of to experience the impact of information on every member information on every member
of the community.of the community.
Thank You!Thank You!
Questions?Questions?