Infopeople Webcast Series:

Health e-Shows

Communicating about Health Empower your Patrons to Communicate with their Health Care Providers

Health e-ShowsConsumer Health Webcast Series Brought to you by Infopeople and the National Network of Libraries of Medicine, Pacific Southwest Region

Infopeople webcasts 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.

Objectives

Attendees will

understand issues related to patient-doctor communication

have knowledge of resources learn strategies to help patrons

communicate better with their healthcare teams

Agenda

Patient-Doctor

Communication

Barriers and Issues

The Healthcare Experience

Strategies and Resources

for Empowering Patrons

Communication Between Patients and Healthcare Providers

The big picture– Health issues are important – can be

life or death

– Poor communication can lead to poor outcomes

– General wellbeing or even patient safety can be compromised

Communication Defined

The exchange of thoughts, messages, or information through speech, signals, writing, or behavior.

American Heritage Dictionary

Your carotid

Your carotid

artery stenosis

artery stenosis

could be treated

could be treated

with a stent or

with a stent or

endarterectomy…

endarterectomy…

Say Say what?

what?

Another Definition

The successful transmission of information through a common system of symbols, signs, behavior, speech, writing, or signals.

Massachusetts Department of Education

Roles and Expectations

Patient roles are changing

Expected to take more active role

More “educated” now about health

Willing to learn, ask, challenge,

seek second opinions… and act

The Healthcare Provider

Until recently, doctors “owned” health information

The Internet curve ball Physicians starting to accept the

change, some even embracing it

Barriers

Culture

Language

Low Literacy & Health Information

Literacy

Many other barriers

Cultural Differences

In California, – White 44%– Hispanic 36%– Black 6%– Asian, Native American & other 14%

Cultural sensitivity part of physician training, but impossible to know differences in every culture

Language Barriers

For some perspective: In the NN/LM Pacific Southwest Region, all 4 of the states served are ranked in the top 10 for people who speak a language other than English at home:

#1 California: 42.5%#5 Arizona: 28%#8 Nevada: 26.9% #9 Hawaii: 23.5%

English as a Second Language

Often applies to doctors and other healthcare providers as well!

Medical terms are complex

Terms may not exist in other language

Literacy and Health Information Literacy Definitions

Literacy levels correlate with health outcomes

Communication is happening on the surface, but understanding is lost

Additional Barriers

Gender Generational differences Education levels Socio-economic barriers Stereotypes or pre-conceived notions Disabilities – hearing loss or low vision Lack of time with doctor

Issues

Communication is affected by: Complicated healthcare system Tough topics

Communication has an effect on: Patient Safety Patient Rights

The Healthcare Experience System is complicated Limited time with doctor Different expectations Life stages different approaches

A Team Effort

The healthcare team includes many individuals – doctors, nurses, technicians, even the receptionist!

Bad news: many opportunities for communication breakdowns

Good news: systems in place to prevent problems

Difficult Topics

Embarrassing condition

Serious diagnosis

End-of-life issues

Concern for loved one

Certain lifestyle or behaviors

Patient Safety

Many aspects of patient safety; communication is key component– Physician needs complete

patient information– Patient needs to

understand instructions for medication or therapy

Patient Rights

Organizations often publish a Patient Rights document specific to its focus

Standards for care, such as– high quality medical care– clean and safe environment– protection of privacy– communication and involvement

Strategies for Librarians

Understand the issues

Know your community

Know the best resources

Empower your patrons to achieve better

health through good communication

In Your Favor

Library is safe place

Librarian is trusted individual

Patron knows help is available

But…

The Challenge of Health Information Reference Health issues are personal and

upsetting Patron may have high level of

anxiety or fear Anxiety prevents processing of

new information Be prepared for the possibility

that information provided may increase the anxiety

Your Response

Acknowledge that the patron may be anxious; validate that this is OK and normal

Provide a more private place away from the desk if possible

Be “with” the patron’s feelings; offer tissues but let them cry

Provide verbal and non-verbal reassurance that you will be there when he or she is ready to take in more information

Remember the Basics

Verify spellings and meanings– many terms sound alike or have

similar spellings What is the exact diagnosis or

condition? What information does patron

have already? Do not offer an opinion or medical

advice

An Important Rule

Patrons should always be encouraged to discuss the health information they find with their healthcare provider

Resources

Relevant Health Topics in MedlinePlus:

Talking With Your Doctor

Patient Rights

Patient Safety

Many others

http://medlineplus.gov/

http://ahrq.gov/

http://www.kidshealth.org/

Your Collection & Services Know what you have Know your community Considerations for your collection Programming

– bulletin boards– informational sessions

Partnerships– talks by local physicians

Empowered by Information

With your help, patrons

will utilize quality resources such as medlineplus.gov and ahrq.gov

will have more effective conversations with physician and healthcare team

Kelli Ham, Consumer Health Coordinatorkkham@library.ucla.edu

NN/LM Pacific Southwest RegionUCLA Louise M. Darling Biomedical Library

Upcoming Health eShows

An In-depth Look at MedlinePlus (February 19, 2008)

Beyond MedlinePlus: Resources That Answer Those Other Tough Health Reference Questions (April 10, 2008)

I Don’t Give Medical Advice; I Dispense Quality Health Information (June 2008, date TBA)

Understanding Health Literacy: Why It Is So Important, and What Librarians Can Do to Help (August 2008, date TBA)

Health Information for Kids and Teens and Seniors, Oh My! (October 2008, date TBA)

Finding Easy-to-Read and Multilingual Health Information for Your Patrons (December 2008, date TBA)