Att nå ut med patientinformation en fallstudie av sjukhusbiblioteket i Västerås.

Sammanfattning: This study is an attempt to examine a hospital library's difficulties in reaching customers with consumer health information. The method was a case study of the consumer health service in the hospital library in Västerås, a town in Sweden. Qualitative interviews, observations and written material were used. The approach was from the actor's point of view with the intention to look upon the problem with the eyes of those who work at the hospital with information to patients, that is librarians and medical staff. Theories about marketing in service organizations and how to develop new services were used in the study, as well as theories about communication and different cultures within organizations of different kinds like the library and the hospital. The result points to the fact that librarians and medical staff of the hospital have different opinions about health information and don't understand each other. Marketing attempts from the librarians to the staff of the hospital have had no effects in better understanding.