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 [email protected]
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)
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