Improving Client-Provider Interaction

 In family planning programs good face-to-face interaction between the client and providers is key to meeting clients' needs and program goals. Programs can best improve client-provider interaction (CPI) when they move beyond just training providers and strengthen CPI continuously in multiple ways. Good face-to-face communication between clients and providers forms a cornerstone of good-quality services, and family planning programs have worked hard to improve it. Most providers are trained professionals and caring community members who want to communicate well with clients. Why then do clients sometimes receive inadequate information or suffer poor treatment? Relying on training alone and focusing exclusively on providers, while neglecting the client's role in consultations, have held back efforts to strengthen CPI. What more can programs do?  

Johns Hopkins Bloomberg School of Public Health,Center for Communication Programs,The INFO Project