Answering Consumer Health Questions: The Medical Library Association Guide for Reference Librarians

by Michele Spatz, Medical Library Association Staff

Overview

Patrons seeking medical information are often trying to gain control following an upsetting diagnosis—working with them can be rewarding and difficult. In this practical, readable guide, consumer health reference expert Michele Spatz, gives you an understanding of the psychology of those seeking medical information and the skills necessary to respond usefully and appropriately. Spatz outlines the most common inquiries and behaviors of health information searchers and the most useful go-to resources. Sample librarian-patron interactions in every chapter give you useful strategies and scripts. Dozens of templates and forms and tips on everything from setting up the reference desk to encourage confidential inquiries to using body language to signal your availability will help you create a welcoming, empowering atmosphere in your library. Chapters on ethics and potential legal issues guide you through the nitty-gritty of what constitutes practicing medicine without a license, confidentiality requirements, and more. Sections on email, virtual, and telephone reference will help you establish clear guidelines, and creative tips on marketing to healthcare providers will help you forge valuable new partnerships. A section on self-care offers strategies for dealing with job-induced stress. Every information professional who helps patrons with health inquiries will want a copy of this useful, inspiring book.

Product Details

ISBN-13:	9781555706326
Publisher:	Neal-Schuman Publishers, Incorporated
Publication date:	07/28/2008
Edition description:	New Edition
Pages:	150
Product dimensions:	6.00(w) x 8.90(h) x 0.40(d)

Table of Contents

List of Exhibits and Appendices vii

Preface ix

Acknowledgments xiii

Chapter 1 Professional Practice: Understanding and Reaching Out to the Health Information Seeker 1

How Consumer Health Reference Requests Differ from Other Reference Requests 2

Common Emotions among Consumer Health Information Seekers and Appropriate Responses 3

Common Concerns of Consumer Health Information Seekers and Appropriate Responses 5

Promoting and Marketing Your Library's Services 13

Summary 15

References 17

Chapter 2 Professional Interactions: Communication Guidelines and Strategies 19

Nonverbal Communication 19

Verbal Communication 23

Reference Interview Techniques 27

Handling Unpleasant News 29

E-mail and Virtual Reference Guidelines 31

Telephone Reference Guidelines 34

Summary 35

Additional Reading 36

References 36

Chapter 3 Professional Ethics of Providing Health Information 37

Moral or Religious Conflicts 38

Personal Feelings and Emotions 40

Personal Opinions 42

Privacy and Confidentiality 43

Serving Children and Youth 45

Serving Mentally Ill or Mentally Challenged Individuals 45

Summary 46

References 47

Chapter 4 Legal Issues in Health Information Delivery 53

Practicing Medicine without a License 53

Defamation of Character 55

The Constitutional Right to Know 57

Safeguards for Professional Practice 58

Tips for Clear Communication 58

Summary 64

References 65

Chapter 5 Serving the Health Information Needs of Diverse Individuals 67

Serving the Disabled 67

Serving Children and Youth 72

Serving Patrons with Mental Health Disorders 76

Serving Minority and Culturally Diverse Individuals 78

Serving LGBT Individuals82

Summary 85

Additional Reading 86

References 86

Chapter 6 The Difficult Patron 89

The Four-Step Approach 90

The Angry Patron 91

The Complainer 94

The Frequent Flyer 98

The Guarded Individual 102

Helpful Policies 104

Summary 114

Reference 114

Chapter 7 Self-care for the Health Information Provider 115

Health Effects of Stress 116

The 24/7 Stress Antidote 124

Stress Buffers 126

Support for Self-care 127

Summary 129

Additional Reading 130

References 130

Index 131

About the Author 142