Consumer health information from both sides of the reference desk

Library Trends, Wntr, 2005 by Gail Kouame, Margo Harris, Susan Murray

ABSTRACT

THIS ARTICLE ADDRESSES ISSUES surrounding the provision of consumer health information in public libraries. Barriers to the use of public libraries by health care consumers are explored. Once a person has decided to try the public library as an avenue for searching for health information, interactions with library staff may still pose some challenges, both for the library user and for the librarian at the reference desk. Perceptions of the library as a place for health information often differ. Awareness of these issues can be helpful for both parties. The National Network of Libraries of Medicine can assist with training, Web resources, and funding for projects involving health information outreach to consumers.

INTRODUCTION

In an article that appeared in the Seattle Times on December 3, 2003, Jack Slater writes,

   Conversations with doctors are often confusing for me. They might
   well have warned me about the [procedure], but I didn't catch it.
   They carefully explain things to me, and I make like the
   intelligent, deeply comprehending person I wish I could be. I nod
   and furrow my brow. The doctors' words run down one of my deep
   furrows and keep right on running, out to the foggy sunset. My wife
   is usually with me at these appointments, taking notes. Then, while
   driving home, she tries to explain what was said. I just can't
   focus on all the variables. (Slater, 2003)

While Slater is able to express his experiences with humor, with which we can all probably relate, it is also likely that his situation is all too common. Many health care consumers do not lack for health information, but instead are overwhelmed by it. In the example of Jack Slater he states that it is not until after his interaction with his physicians that he begins to attempt to process the information he received at his appointment.

Patients and consumers are taking more responsibility for their own health care as the health care system increasingly involves patients and families in treatment decisions. Patients want to participate in shared decision making. Also, patients are having to be more assertive due to Health Maintenance Organizations and insurance constraints on usage of the health care system. However, in order to make the best decisions, people need not just access to information but time to process and evaluate the information they receive. They also need reliable, accurate information in a digestible form. The question becomes, How can health consumers access quality health information, judge its reliability, and decide what to do when given many choices? Also, where do librarians fit into the scheme of helping consumers with these questions?

People faced with health care decisions need to be informed, and certainly "healthcare providers are the preferred information source when individuals need treatment for a disease or condition, but ... other sources of information--such as public and medical libraries, pharmacists, and community organizations--also play an important role in providing health information" (Lyon, 2001, p. 107). While public libraries may not be the first stop (see Nancy Press's article in this issue), it has been discovered that a good percentage of health consumers do end up in public libraries in their quest for health information.

This article addresses issues surrounding the provision of consumer health information by public libraries. We will discuss barriers to the use of public libraries by health care consumers. We will also examine the interactions between library users and reference staff once a person has made the decision to try the public library as an avenue for searching for health information. We will point out that patrons' and librarians' perceptions of the library as a place for health information often differ. We will also discuss perceptions and expectations of library staff members from both sides of the reference desk--both patron and librarian. Lastly, suggestions will be offered for finding the middle ground, where people on both sides of the desk can better understand each other. The role of the National Network of Libraries of Medicine will also be described.

THE PATRON'S PERSPECTIVE

Barriers to Accessing Health Information in Public Libraries

Mary C. Chobot's analysis in the booklet "The Challenge of Providing Consumer Health Information Services in Public Libraries" is very thought provoking (Chobot, 2003). The demand for consumer health information in insatiable but, as other authors note, some consumers are "still on the sidelines" (Tu & Hargraves, 2003). In fact, some consumers have not yet entered the library seeking expert help from library staff. While the library can be the first access point to additional information resources, some potential patrons have not yet overcome the barriers of walking through the library door, speaking to a librarian face-to-face, or visiting the library Web site from home or another community location. How do public librarians overcome the challenges that keep some patrons on the sidelines, or reach out to community residents who are not yet library users to share important health information resources?