An Infopeople Webinar June 19, pm – 1pm Kelli Ham 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?

HOSPITALSPUBLIC 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 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 Coordinator NN/LM Pacific Southwest Region UCLA Louise M. Darling Biomedical Library