1. Infopeople Webcast Series: Health e-Shows

2. Communicating about Health Empower your Patrons to Communicate with their Health Care Providers Health e-Shows Consumer 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.

3. 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

4. Agenda Patient-Doctor Communication Barriers and Issues The Healthcare Experience Strategies and Resources for Empowering Patrons

5. 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

6. Communication Defined The exchange of thoughts, messages, or information through speech, signals, writing, or behavior. American Heritage Dictionary Your carotid artery stenosis could be treated with a stent or endarterectomy… Say what?

7. Another Definition The successful transmission of information through a common system of symbols, signs, behavior, speech, writing, or signals. Massachusetts Department of Education

8. 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

9. The Healthcare Provider Until recently, doctors “owned” health information The Internet curve ball Physicians starting to accept the change, some even embracing it

11. Barriers Culture Language Low Literacy & Health Information Literacy Many other barriers

12. 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

13. 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%

14. 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

15. Literacy and Health Information Literacy Definitions Literacy levels correlate with health outcomes Communication is happening on the surface, but understanding is lost

16. 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

17. Issues Communication is affected by: Complicated healthcare system Tough topics Communication has an effect on: Patient Safety Patient Rights

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

19. 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

20. Difficult Topics Embarrassing condition Serious diagnosis End-of-life issues Concern for loved one Certain lifestyle or behaviors

21. 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

22. 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

23. Strategies for Librarians Understand the issues Know your community Know the best resources Empower your patrons to achieve better health through good communication

24. In Your Favor Library is safe place Librarian is trusted individual Patron knows help is available But…

25. 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

26. 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

27. 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

28. An Important Rule Patrons should always be encouraged to discuss the health information they find with their healthcare provider

29. Resources Relevant Health Topics in MedlinePlus: Talking With Your Doctor Patient Rights Patient Safety Many others

30. http://medlineplus.gov/

35. http://ahrq.gov/

40. http://www.kidshealth.org/

42. Your Collection & Services Know what you have Know your community Considerations for your collection Programming –bulletin boards –informational sessions Partnerships –talks by local physicians

43. 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

44. Kelli Ham, Consumer Health Coordinator kkham@library.ucla.edu NN/LM Pacific Southwest Region UCLA Louise M. Darling Biomedical Library

45. 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)