Providing Consumer Health Information at Your Library Andrea Kenyon Director of Public Health and Community Outreach Direc...
<ul><li>Located:  19 South 22nd Street, Center City </li></ul><ul><li>Online:  www.collegeofphysicians.org </li></ul><ul><...
Since all people make health decisions, all people need health information
What is health literacy?   The degree to which individual have the capacity to obtain, process and understand basic health...
 
<ul><li>Why Public Libraries?   </li></ul><ul><ul><li>Public Library seen as a trusted institution </li></ul></ul><ul><ul>...
<ul><li>Librarians Have Valuable Skills </li></ul><ul><ul><li>Strong service orientation </li></ul></ul><ul><ul><li>Inform...
<ul><li>Librarians Have Valuable Skills </li></ul><ul><ul><li>Experts at providing information in multiple formats for a v...
<ul><li>Public Library Challenges </li></ul><ul><ul><li>Time requirements to answer health questions </li></ul></ul><ul><u...
<ul><li>Public Library Challenges </li></ul><ul><ul><li>Unclear understanding of public library role </li></ul></ul><ul><u...
<ul><li>Keys to Success </li></ul><ul><ul><li>Know your community </li></ul></ul><ul><ul><li>Understand your audience </li...
<ul><li>Know Your Community </li></ul><ul><ul><li>Conduct a community needs  </li></ul></ul><ul><ul><li>assessment </li></...
<ul><li>Know Your Community </li></ul><ul><li>Sources:  </li></ul><ul><ul><li>http://www.leapfroggroup.org  (Click on for ...
<ul><li>Know Your Community </li></ul><ul><li>Analyze the demographic profile of your community </li></ul><ul><ul><li>Age ...
<ul><li>Understand Your Audience! </li></ul>
<ul><li>Understand Your Audience </li></ul><ul><li>To effectively provide health information, we must understand: </li></u...
<ul><li>Barriers to Health Information </li></ul><ul><ul><li>Illiteracy or low literacy </li></ul></ul><ul><ul><li>Lack of...
<ul><li>Information Seeking Behavior </li></ul><ul><ul><li>Age </li></ul></ul><ul><ul><li>Disability </li></ul></ul><ul><u...
Language Barriers
<ul><li>Consumer Characteristics and Expectations  </li></ul><ul><ul><li>No library or research skills </li></ul></ul><ul>...
<ul><li>Consumer Characteristics and Expectations  </li></ul><ul><ul><li>Difficulty knowing how to interpret conflicting i...
<ul><li>What are people searching for? </li></ul>
<ul><li>Diseases and conditions </li></ul>
<ul><li>Treatment and expectations </li></ul>
Wellness and prevention
<ul><li>Insurance </li></ul>
E-Patients
 
 
 
<ul><li>Provide Quality Information! </li></ul>
<ul><li>Reference Interview Steps  </li></ul><ul><ul><li>Reduce a patron’s hesitation by appearing  </li></ul></ul><ul><ul...
<ul><li>Search Strategies for Effectively Answering Health Questions </li></ul><ul><ul><li>Bookmark quality Internet healt...
<ul><li>Search Strategies for  </li></ul><ul><li>Effectively Answering  </li></ul><ul><li>Health Questions </li></ul><ul><...
<ul><li>Telephone Health  </li></ul><ul><li>Reference Interview </li></ul><ul><ul><li>Restate or clarify the question befo...
<ul><li>Telephone Health  </li></ul><ul><li>Reference Interview </li></ul><ul><ul><li>Always quote verbatim from the sourc...
<ul><li>Providing Information on a Serious Disease or Condition </li></ul><ul><ul><li>Determine what information patron ha...
<ul><li>Legal Issues </li></ul><ul><ul><li>Practicing medicine without a license </li></ul></ul><ul><ul><li>Fraud and misr...
<ul><li>Librarian’s Role </li></ul><ul><ul><li>It is essential that the reference librarian make a clear  distinction betw...
<ul><li>Community-Based Outreach </li></ul><ul><ul><li>Start with needs that are already expressed by the  community </li>...
<ul><li>Promotion </li></ul>
 
 
 
 
<ul><li>Honing Your Skills </li></ul><ul><ul><li>National Library of Medicine </li></ul></ul><ul><ul><li>MedlinePlus and o...
<ul><li>Honing Your Skills </li></ul><ul><li>Books </li></ul><ul><ul><li>Barclay, Donald A., Halsted, Deborah D.  “Consume...
<ul><li>Additional Resources </li></ul><ul><li>Websites </li></ul><ul><ul><li>Agency for Healthcare Research and Quality <...
<ul><li>Additional Resources </li></ul><ul><li>For Seniors </li></ul><ul><ul><li>NIH Senior Health </li></ul></ul><ul><ul>...
<ul><li>Additional Resources </li></ul><ul><li>Health Literacy Websites </li></ul><ul><li>What is Clear Health Communicati...
It is in the provision of consumer health information that we as librarians might have our greatest opportunity to experie...
Thank You! Questions?
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Providing Consumer Health Information at Your Library

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Providing Consumer Health Information at Your Library

  1. 1. Providing Consumer Health Information at Your Library Andrea Kenyon Director of Public Health and Community Outreach Director of PhillyHealthInfo.org The College of Physicians of Philadelphia
  2. 2. <ul><li>Located: 19 South 22nd Street, Center City </li></ul><ul><li>Online: www.collegeofphysicians.org </li></ul><ul><li>Founded in 1787 </li></ul><ul><li>Non profit cultural and educational organization </li></ul><ul><li>Mission: Advancing the cause of health while upholding the ideals and heritage of medicine. </li></ul><ul><li>Programs: </li></ul><ul><li>Improving the health of the public through PhillyHealthInfo.org </li></ul><ul><li>Historical Medical Library </li></ul><ul><li>Mütter Museum </li></ul><ul><li>Lectures, symposia </li></ul>
  3. 3. Since all people make health decisions, all people need health information
  4. 4. What is health literacy? The degree to which individual have the capacity to obtain, process and understand basic health information and services needed to make appropriate health decisions [Healthy People 2010] What is information literacy? A set of abilities enabling individuals to recognize when information is needed and have the ability to locate, evaluate and use effectively the needed information [ALA 1998]
  5. 6. <ul><li>Why Public Libraries? </li></ul><ul><ul><li>Public Library seen as a trusted institution </li></ul></ul><ul><ul><li>Community hub for information </li></ul></ul><ul><ul><li>Champions of universal access </li></ul></ul><ul><ul><li>Computer access and training </li></ul></ul><ul><ul><li>Deliver information to those who </li></ul></ul><ul><ul><li>need it most </li></ul></ul>
  6. 7. <ul><li>Librarians Have Valuable Skills </li></ul><ul><ul><li>Strong service orientation </li></ul></ul><ul><ul><li>Information management </li></ul></ul><ul><ul><li>Critical evaluation skills </li></ul></ul><ul><ul><li>Skilled at finding answers </li></ul></ul>
  7. 8. <ul><li>Librarians Have Valuable Skills </li></ul><ul><ul><li>Experts at providing information in multiple formats for a variety of needs </li></ul></ul><ul><ul><li>Provide info where and when most needed </li></ul></ul><ul><ul><li>Responsive rather than prescriptive </li></ul></ul>
  8. 9. <ul><li>Public Library Challenges </li></ul><ul><ul><li>Time requirements to answer health questions </li></ul></ul><ul><ul><li>Financial, staffing and physical space constraints for specialized services and resources </li></ul></ul><ul><ul><li>Limitations of staff expertise and training in responding to health information questions </li></ul></ul><ul><ul><li>Scope of medical and healthcare topics </li></ul></ul><ul><ul><li>Consumer health information needs and expectations </li></ul></ul>
  9. 10. <ul><li>Public Library Challenges </li></ul><ul><ul><li>Unclear understanding of public library role </li></ul></ul><ul><ul><li>Fear of providing the wrong answer </li></ul></ul><ul><ul><li>Absence of guidelines for dealing with health information requests </li></ul></ul><ul><ul><li>Fear of providing medical advice </li></ul></ul><ul><ul><li>Unclear on appropriate procedures for referral to health professional or agency </li></ul></ul>
  10. 11. <ul><li>Keys to Success </li></ul><ul><ul><li>Know your community </li></ul></ul><ul><ul><li>Understand your audience </li></ul></ul><ul><ul><li>Provide quality health information services and resources </li></ul></ul><ul><ul><li>Define your role </li></ul></ul><ul><ul><li>Develop community based outreach </li></ul></ul><ul><ul><li>Promotion </li></ul></ul><ul><ul><li>Hone your health information skills </li></ul></ul>
  11. 12. <ul><li>Know Your Community </li></ul><ul><ul><li>Conduct a community needs </li></ul></ul><ul><ul><li>assessment </li></ul></ul><ul><ul><li>Determine local impact of national </li></ul></ul><ul><ul><li>health issues </li></ul></ul><ul><ul><li>Find out the most common hospital admissions </li></ul></ul><ul><ul><li>Track health reference, ILL and circulation requests </li></ul></ul><ul><ul><li>Identify health related programs in your community </li></ul></ul>
  12. 13. <ul><li>Know Your Community </li></ul><ul><li>Sources: </li></ul><ul><ul><li>http://www.leapfroggroup.org (Click on for consumers’ link and type in local zip code, city, hospital name, etc.) </li></ul></ul><ul><ul><li>http://www.healthgrades.com (Click on hospital ratings, then on hospital ratings free section) </li></ul></ul><ul><ul><li>http://en.wikipedia.org/wiki/Diagnosis-related_group </li></ul></ul>
  13. 14. <ul><li>Know Your Community </li></ul><ul><li>Analyze the demographic profile of your community </li></ul><ul><ul><li>Age of population </li></ul></ul><ul><ul><li>Education level </li></ul></ul><ul><ul><li>Cultural characteristics </li></ul></ul><ul><ul><li>What languages are spoken in the community? </li></ul></ul><ul><ul><li>Economic profile? </li></ul></ul>
  14. 15. <ul><li>Understand Your Audience! </li></ul>
  15. 16. <ul><li>Understand Your Audience </li></ul><ul><li>To effectively provide health information, we must understand: </li></ul><ul><ul><li>Barriers to information </li></ul></ul><ul><ul><li>Information-seeking behavior </li></ul></ul><ul><ul><li>Characteristics and expectations </li></ul></ul><ul><ul><li>Health Information needs </li></ul></ul>
  16. 17. <ul><li>Barriers to Health Information </li></ul><ul><ul><li>Illiteracy or low literacy </li></ul></ul><ul><ul><li>Lack of culturally relevant information </li></ul></ul><ul><ul><li>Difficulties in identifying and evaluating quality health information </li></ul></ul><ul><ul><li>Inadequate resources that address narrow information needs </li></ul></ul><ul><ul><li>Information overload </li></ul></ul>
  17. 18. <ul><li>Information Seeking Behavior </li></ul><ul><ul><li>Age </li></ul></ul><ul><ul><li>Disability </li></ul></ul><ul><ul><li>Gender </li></ul></ul><ul><ul><li>Race and ethnicity </li></ul></ul><ul><ul><li>Socioeconomic factors </li></ul></ul>
  18. 19. Language Barriers
  19. 20. <ul><li>Consumer Characteristics and Expectations </li></ul><ul><ul><li>No library or research skills </li></ul></ul><ul><ul><li>Expect to find simple, straightforward answers to what are often complex questions </li></ul></ul><ul><ul><li>Expect to find specific information that addresses their unique problem(s) </li></ul></ul><ul><ul><li>Come to the library with misinformation or inadequate information </li></ul></ul>
  20. 21. <ul><li>Consumer Characteristics and Expectations </li></ul><ul><ul><li>Difficulty knowing how to interpret conflicting information </li></ul></ul><ul><ul><li>No skills in evaluating quality of information </li></ul></ul><ul><ul><li>Unable to evaluate or interpret the medical information and statistics </li></ul></ul><ul><ul><li>Can exhibit intense emotions </li></ul></ul>
  21. 22. <ul><li>What are people searching for? </li></ul>
  22. 23. <ul><li>Diseases and conditions </li></ul>
  23. 24. <ul><li>Treatment and expectations </li></ul>
  24. 25. Wellness and prevention
  25. 26. <ul><li>Insurance </li></ul>
  26. 27. E-Patients
  27. 31. <ul><li>Provide Quality Information! </li></ul>
  28. 32. <ul><li>Reference Interview Steps </li></ul><ul><ul><li>Reduce a patron’s hesitation by appearing </li></ul></ul><ul><ul><li>sincere and helpful </li></ul></ul><ul><ul><li>Watch facial expressions and pay attention to the language used by the patron </li></ul></ul><ul><ul><li>Try to avoid anything that could be interpreted as judgmental </li></ul></ul><ul><ul><li>Lower your voice to match the level of the patron who wants to speak confidentially </li></ul></ul><ul><ul><li>Assure the patron that the reference transaction is confidential </li></ul></ul>
  29. 33. <ul><li>Search Strategies for Effectively Answering Health Questions </li></ul><ul><ul><li>Bookmark quality Internet health sites </li></ul></ul><ul><ul><li>Maintain a current health information collection </li></ul></ul><ul><ul><li>Familiarize yourself with community-based referral resources </li></ul></ul>
  30. 34. <ul><li>Search Strategies for </li></ul><ul><li>Effectively Answering </li></ul><ul><li>Health Questions </li></ul><ul><ul><li>The only way to know if you have fully answered the patron’s question is to ask </li></ul></ul><ul><ul><li>Encourage patrons to consult a health professional with any questions regarding interpretation of information </li></ul></ul>
  31. 35. <ul><li>Telephone Health </li></ul><ul><li>Reference Interview </li></ul><ul><ul><li>Restate or clarify the question before starting </li></ul></ul><ul><ul><li>to look for the answer </li></ul></ul><ul><ul><li>Verify spellings of medical terms </li></ul></ul><ul><ul><li>Cite the source & DATE!! </li></ul></ul>
  32. 36. <ul><li>Telephone Health </li></ul><ul><li>Reference Interview </li></ul><ul><ul><li>Always quote verbatim from the source </li></ul></ul><ul><ul><li>Maintain a patron’s confidentiality if you call </li></ul></ul><ul><ul><li>them back - e.g., don’t leave specific information </li></ul></ul><ul><ul><li>on an answering machine </li></ul></ul>
  33. 37. <ul><li>Providing Information on a Serious Disease or Condition </li></ul><ul><ul><li>Determine what information patron has </li></ul></ul><ul><ul><li>Let the authoritative sources do the informing </li></ul></ul><ul><ul><li>Hand the patron background information </li></ul></ul><ul><ul><li>Find a private area </li></ul></ul><ul><ul><li>Ask if you can call someone </li></ul></ul><ul><ul><li>Refer them to a support group </li></ul></ul>
  34. 38. <ul><li>Legal Issues </li></ul><ul><ul><li>Practicing medicine without a license </li></ul></ul><ul><ul><li>Fraud and misrepresentation </li></ul></ul><ul><ul><li>Defamation </li></ul></ul><ul><ul><li>Refusal to provide information </li></ul></ul><ul><ul><li>Malpractice </li></ul></ul>
  35. 39. <ul><li>Librarian’s Role </li></ul><ul><ul><li>It is essential that the reference librarian make a clear distinction between giving advice and giving information </li></ul></ul><ul><ul><li>Provide information, not advice. Medical advice should only be given by a medical professional </li></ul></ul><ul><ul><li>Be careful by applying good practice standards </li></ul></ul><ul><ul><li>Sound Collection guidelines </li></ul></ul>
  36. 40. <ul><li>Community-Based Outreach </li></ul><ul><ul><li>Start with needs that are already expressed by the community </li></ul></ul><ul><ul><li>Vary approaches </li></ul></ul><ul><ul><li>Involve healthcare professionals </li></ul></ul><ul><ul><li>Test your ideas </li></ul></ul><ul><ul><li>Learn from others </li></ul></ul>
  37. 41. <ul><li>Promotion </li></ul>
  38. 46. <ul><li>Honing Your Skills </li></ul><ul><ul><li>National Library of Medicine </li></ul></ul><ul><ul><li>MedlinePlus and other consumer databases: http://www.nlm.nih.gov/medlineplus/ </li></ul></ul><ul><ul><li>Training resources: http://www.nnlm.nlm.nih.gov/pnr/train </li></ul></ul><ul><ul><li>Public Libraries and Community Partners: Working Together to Provide Health Information http://nnlm.gov/outreach/community/ </li></ul></ul><ul><ul><li>Medical Library Association </li></ul></ul><ul><ul><li>Consumer Health Information Specialization Program: http://www.mlanet.org/education/chc/index.html </li></ul></ul><ul><ul><li>CAPHIS - Consumer and Patient Health Information </li></ul></ul><ul><ul><li>Section Listserv: http://caphis.mlanet.org/ </li></ul></ul>
  39. 47. <ul><li>Honing Your Skills </li></ul><ul><li>Books </li></ul><ul><ul><li>Barclay, Donald A., Halsted, Deborah D. “Consumer Health Reference Service Handbook,” Medical Library Association, 2001. </li></ul></ul><ul><ul><li>Casini, Barbara, Kenyon, Andrea. “The Public Librarian’s Guide to Providing Consumer Health Information.” Chicago, IL: Public Library Association, 2002. </li></ul></ul><ul><ul><li>McKinney, Julie & Kurtz-Rossi, Sabrina. “Family Health and Literacy, a Guide to Easy-to-Read Health Education Materials and Web Sites for Families.” Boston, MA: World Education, 2006. </li></ul></ul><ul><ul><li>Spatz, Michele. “Answering Consumer Health Questions.” New York, NY: Neal-Schuman Publishers Inc, 2008. </li></ul></ul>
  40. 48. <ul><li>Additional Resources </li></ul><ul><li>Websites </li></ul><ul><ul><li>Agency for Healthcare Research and Quality </li></ul></ul><ul><ul><li>http://www.ahrq.gov/ </li></ul></ul><ul><ul><li>Healthfinder </li></ul></ul><ul><ul><li>http://www.healthfinder.gov/ </li></ul></ul><ul><ul><li>Caphis Top 100 </li></ul></ul><ul><ul><li>http://caphis.mlanet.org/consumer/generalhealth.html </li></ul></ul><ul><ul><li>MLA Resources for Consumers </li></ul></ul><ul><ul><li>http://www.mlanet.org/resources/consumr_index.html </li></ul></ul><ul><ul><li>MLA Top 10 Most Useful Websites </li></ul></ul><ul><ul><li>http://www.mlanet.org/resources/medspeak/topten.html </li></ul></ul>
  41. 49. <ul><li>Additional Resources </li></ul><ul><li>For Seniors </li></ul><ul><ul><li>NIH Senior Health </li></ul></ul><ul><ul><li>http://nihseniorhealth.gov/ </li></ul></ul><ul><ul><li>Nursing Homes </li></ul></ul><ul><ul><li>Residential Care and Assisted Living </li></ul></ul><ul><ul><li>http:// www.ahrq.gov/research/residentcare / </li></ul></ul><ul><ul><li>Nursing Home Compare </li></ul></ul><ul><ul><li>http:// www.medicare.gov/NHCompare / </li></ul></ul>
  42. 50. <ul><li>Additional Resources </li></ul><ul><li>Health Literacy Websites </li></ul><ul><li>What is Clear Health Communication </li></ul><ul><ul><li>http://www.pfizerhealthliteracy.com/ </li></ul></ul><ul><ul><li>Questions are the Answer </li></ul></ul><ul><ul><li>http://www.ahrq.gov/questionsaretheanswer/ </li></ul></ul><ul><ul><li>Ask Me 3 </li></ul></ul><ul><ul><li>http://www.npsf.org/askme3/ </li></ul></ul>
  43. 51. It is in the provision of consumer health information that we as librarians might have our greatest opportunity to experience the impact of information on every member of the community.
  44. 52. Thank You! Questions?

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