1. Infopeople Webcast Series:Health e-Shows

2. I Do Not Give Medical Advice; I Dispense Quality Health Information An Infopeople Webinar June 19, 2008 12pm – 1pm 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.

3. Participants will: Understand the most common challenges of providing health reference to the public Know of best practices by colleagues when faced with difficult health reference scenarios Be aware of mutually beneficial collaborations with other librarians in different settings Objectives

4. Overview of Consumer Health reference services Common issues and challenges Actual scenarios Strategies Recap and Q&A Let’s share our ideas! Agenda

5. Similarities • 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 Regular Reference vs. Health Reference

6. Consumer health in different library settings • 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 Health Reference Settings

7. Language Culture Low health literacy What else? Barriers to Communication

8. What challenges do you face? (Pick a color and use the Text tool) Common Issues

9. Chronic Calling

10. Complicated Question; Need Answer Now!

11. How is this different in a hospital setting vs. a public library setting? Is the approach the same? How do you handle a situation when the person is emotional or distraught? Serious Diagnosis

12. “The doctor says I have laryngealaritenoiditis.” Unfamiliar, Odd or Misspelled Medical Terms

13. “I have glaucoma; can I take ginkgo instead of my other medicine?” Alternative Therapies “Will acupuncture help heal Achilles tendonitis?”

14. Some people don’t use or have access to the Internet. The Internet Problem Some people use the Internet and are quickly overwhelmed by confusing or conflicting information.

15. 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? A Few Best Practices

16. Hospitals Public libraries • 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? • 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

17. Refer back to healthcare provider Provide appropriate resources Know the tools to help users communicate with their doctor or nurse Always a Good Bet

18. 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 Fill Gaps Through Partnerships • What pieces are you missing?

19. Assess strengths and weaknesses Identify potential partners Hold a “Swap Meet” Organize a health fair; invite other organizations Other ideas? Ideas for Building Partnerships

20. Use every opportunity to teach Point out evaluation criteria Allow user to “take the wheel” Informed consumers and patients can make better decisions about their health Other Considerations for Health Reference

21. Take-aways from Today’s Session

22. Is there interest in forming a community? • 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? Continuing the Discussion

23. There is one bit of advice I can give to users…

24. Take this information, and call your doctor in the morning!

25. Q&A

26. Thank You! Kelli Ham, Consumer Health Coordinator NN/LM Pacific Southwest Region UCLA Louise M. Darling Biomedical Library kkham@library.ucla.edu