Transcript Communicating about Health

Infopeople Webcast Series:
Health e-Shows
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.
Objectives
Attendees will
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understand issues related to
patient-doctor communication
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have knowledge of resources
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learn strategies to help patrons
communicate better with their
healthcare teams
Agenda
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Patient-Doctor Communication
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Barriers and Issues
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The Healthcare Experience
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Strategies and Resources
for Empowering Patrons
Communication Between Patients
and Healthcare Providers
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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
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
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Patient roles are changing
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Expected to take more active role
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More “educated” now about health
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Willing to learn, ask, challenge, seek
second opinions… and act
The Healthcare Provider
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Until recently, doctors “owned” health
information
The Internet curve ball
Physicians starting to accept the
change, some even embracing it
Barriers
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Culture
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Language
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Low Literacy & Health Information
Literacy
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Many other barriers
Cultural Differences
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In California,
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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
#5
#8
#9
California: 42.5%
Arizona: 28%
Nevada: 26.9%
Hawaii: 23.5%
English as a Second
Language
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Often applies to doctors
and other healthcare
providers as well!
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Medical terms are
complex
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Terms may not exist in
other language
Literacy and Health
Information Literacy
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Definitions
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Literacy levels correlate with
health outcomes
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Communication is happening on
the surface, but understanding is
lost
Additional Barriers
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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
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System is complicated
Limited time with doctor
Different expectations
Life stages  different approaches
A Team Effort
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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
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Embarrassing condition
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Serious diagnosis
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End-of-life issues
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Concern for loved one
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Certain lifestyle or behaviors
Patient Safety
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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
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Organizations often publish a
Patient Rights document specific to
its focus
Standards for care, such as
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high quality medical care
clean and safe environment
protection of privacy
communication and involvement
Strategies for Librarians
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Understand the issues
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Know your community
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Know the best resources
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Empower your patrons to achieve better
health through good communication
In Your Favor
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Library is safe place
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Librarian is trusted individual
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Patron knows help is available
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But…
The Challenge of Health
Information Reference
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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
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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
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Verify spellings and meanings
– many terms sound alike or have
similar spellings
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What is the exact diagnosis or
condition?
What information does patron have
already?
Do not offer an opinion or medical
advice
An Important Rule
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Patrons should
always be
encouraged to
discuss the health
information they
find with their
healthcare provider
Resources
Relevant Health Topics in MedlinePlus:
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Talking With Your Doctor
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Patient Rights
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Patient Safety
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Many others
http://medlineplus.gov/
http://ahrq.gov/
http://www.kidshealth.org/
Your Collection & Services
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Know what you have
Know your community
Considerations for your collection
Programming
– bulletin boards
– informational sessions
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Partnerships
– talks by local physicians
Empowered by Information
With your help, patrons
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will utilize quality resources such
as medlineplus.gov and ahrq.gov
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will have more effective
conversations with physician and
healthcare team
Kelli Ham, Consumer Health Coordinator
[email protected]
NN/LM Pacific Southwest Region
UCLA Louise M. Darling Biomedical Library
Upcoming Health eShows

An In-depth Look at MedlinePlus (February 19, 2008)
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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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