Users’ perceptions of the impact of information provided by a Consumer Health Information service: an in‐depth study of six users

Abstract

This paper describes the impact of providing six users of the Health Facts Consumer Health Information Centre at Frenchay Hospital with health information. Comments from a previous user satisfaction questionnaire survey implemented by the researcher provided themes to explore. These were: (1) cognitive effects (2) affective effects (3) behavioural effects. Semi‐structured interviews were conducted with six consecutive users of the centre asking about a health problem for themselves.Health Facts information improved knowledge and understanding, reduced anxiety, and helped respondents accept and self‐manage illness, facilitated by quality of content and presentation. Everyone took some subsequent action in support of their condition. The centre saved users’ time searching for information elsewhere and staff were key players providing it. Information was shared with others, extending its impact. Increased publicity for the service was the main suggested improvement.Health Facts information was mostly rated higher than other information sources, and unexpectedly as high as information from doctors. Even well‐informed users gained new understanding.Health Facts information is highly valued, and complements advice given by health professionals. Findings reflect recent literature and government policy to get patients more involved in their own health care. The methodology may help other health information services investigate this subject.