An Infopeople WebinarJune 19, 200812pm – 1pm

Kelli Hamkkham@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.

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

Overview of Consumer Health reference services Common issues and challenges Actual scenarios Strategies Recap and Q&A

Let’s share our ideas!

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

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

Language Culture Low health

literacy What else?

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

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?

“The doctor says I have laryngealaritenoiditis.”

“I have glaucoma; can I take ginkgo instead of my other medicine?”

“Will acupuncture help heal Achilles tendonitis?”

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.

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 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?

Refer back to healthcare provider

Provide appropriate resources

Know the tools to help users communicate with their doctor or nurse

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?

Assess strengths and weaknesses Identify potential partners Hold a “Swap Meet” Organize a health fair; invite other

organizations Other ideas?

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

1. Is there interest in forming a community?• stay in touch, build relationships, discuss issues

2. Monthly or quarterly web-based chat like this?

3. Other venues that already exist? (e.g. CAPHIS)

4. Blog or email discussion list? 5. Facebook group?

There is

one bit of

advice I

can give

to users…

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

Kelli Ham, Consumer Health CoordinatorNN/LM Pacific Southwest Region

UCLA Louise M. Darling Biomedical Librarykkham@library.ucla.edu