Opening Activity
Good client-provider interactions are centered on the
client's needs.
The following is a short scenario about a client's visit
to a clinic. Pretend that you are the client being described.
At the end of the story, you will be asked to write down
how you feel.
Imagine that you are a woman from a small village coming
to the provincial family planning clinic for the first
time. You have five young children; three are at home
and two are with you. You speak a language that is particular
to your region of the country, and you are not very comfortable
speaking or reading English, the language spoken in the
provincial capital. You walk over an hour to the clinic.
When you arrive at the clinic you see a few women waiting
and speaking to each other in English. They seem not to
notice you. There is another woman sweeping the waiting
area who looks at you vacantly. Behind a desk is a young
man who seems to be the receptionist …
At this point, write down how you feel.
After reading this story and pretending to be the client,
answer the following questions:
- How did it feel to pretend to be this client?
- How would you want to be treated if you actually were
this client?
- In order to improve the quality of service, what could
you do, as a member of the clinic staff, to reduce any
negative feelings and emotions just described?
Refer to the following slides for information on client-provider
interactions.
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