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Engaging with patients and members of the public - a new challenge for NHS libraries - Child

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Presented at LILAC 2018

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Engaging with patients and members of the public - a new challenge for NHS libraries - Child

  1. 1. Engaging with Patients and Members of the Public – a New Challenge for NHS Libraries Emma Child, Information Specialist Knowledge and Evidence Service @WHHKES @EmaChild
  2. 2. Who are we? We are a small team of 4 staff – Library Manager, 2 Information Specialists and Knowledge Services Assistant Traditionally we provide an information service to all clinical and non-clinical staff at Warrington and Halton Hospitals NHS Foundation Trust (WHH) Recently we faced the challenge of also needing to provide an information service to patients and members of the general public
  3. 3. Why engage with patients & the public? Patients and carers who are more involved can make decisions and manage chronic conditions meaning less pressure on the NHS Key documents call for patients to be more health literate so they can find the right information and become more involved in their own care The UK has an ageing and growing population which puts immense pressure on the NHS It is now a requirement of the NHS Library Assurance Framework to provide an information provision for patients and/or members of the public
  4. 4. An obvious solution would be to allow patients and members of the public into the library, but there are certain barriers: • IT restrictions – only WHH staff can log onto our PCs • Confidentiality – clinical staff will frequently bring patient notes into the library, view medical scans on the computers and take phone calls discussing patients on the wards • Lack of staff time to answer enquiries from patients and the public • Cost of purchasing patient friendly resources such as books Barriers to engagement
  5. 5. Our Solution Teach health information literacy skills to public library colleagues so that they can confidently answer health related enquiries from members of the public and help them to find the right information Jan 2017 Pitched idea to Halton Lea Library Manager 15th & 23rd March Two Information Specialists delivered a series of one hour training sessions Immediately after session Gathered anonymous feedback from participants 6 weeks after session Captured impact of training via online survey
  6. 6. Session Content 4 patient friendly health websites: NHS Choices Patient Health Talk Quality Care Commission Health Information Standard – a logo which assures the user that the information they are reading is from a reliable, trusted source
  7. 7. An initial survey was handed out immediately after training. Participants placed completed surveys into an opaque envelope before they left the room to ensure anonymous responses 100% said the content was relevant, that the pace and level of knowledge was suitable and handouts were useful 100% said they would recommend the session to colleague Immediate Feedback 23 members of staff taught 8 sessions delivered Across 2 sites: Halton Lea & Widnes
  8. 8. 6 weeks after the training an online survey was sent to participants to see if they’d had chance to use their new skills and knowledge. 7 people responded How they used it..  Enquiry about an eye condition so directed user to Patient UK  Library user was diagnosed with an illness. He wanted information so I showed him websites and how to use them Enquiry: “do you know where the nearest doctors is as I have just moved here with my son?” I looked on NHS Choices to find their nearest doctors Impact People had used what they had learnt since the session said they had shared what they learnt with a colleague “Perfectly organised, suitable for our job as Library assistants to help those in need with health sector advice”
  9. 9. Future Directions Foster cross-sector partnership with public libraries Deliver health information literacy skills training directly to members of the public New Initiatives such as patient information leaflets
  10. 10. NHS Five Year Forward View, NHS England, 2014 Knowledge for Healthcare: A Development Framework for NHS Library and Knowledge Services in England. Health Education England, 2015 References:

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