Client participation during family planning (FP) consultation can lead to better informed choices and better FP practice. Despite the importance of client participation, FP clients generally play a passive role in consultations. This study tests whether a brief client intervention, called “Smart Patient” coaching, on communication skills such as asking questions and expressing worries can enhance client participation in FP counseling sessions in Indonesia. This study also examines whether coaching clients can lead to improved provider communication behaviors. An experimental Latin Square design with randomized control group is used to evaluate intervention impact. The intervention was conducted while a client was waiting to see a provider and lasted about 25 minutes. The trained client educators individually helped clients in writing down and rehearsing questions. A total of 768 clients in 64 randomly selected clinics, were equally divided between intervention and control conditions. The consultations were audio taped, and later coded and analyzed. Client exit interviews were also conducted. The data are being analyzed. Some preliminary findings show that clients receiving the intervention asked significantly more questions, reported having less difficulty in asking questions, and got more information from providers than their control-group counterparts. Clients reported being highly satisfied with the intervention because their questions were answered. Practical implications of empowering clients to demand quality care from providers and to enhance sustainability of quality improvement programs are also discussed.
Learning Objectives: 1. to identify interventions which can empower clients in their communication with providers 2. to utilize measurements to assess the impact of these interventions on clients’ participation and providers’ communication performance
Presenting author's disclosure statement:
Organization/institution whose products or services will be discussed: None
I do not have any significant financial interest/arrangement or affiliation with any organization/institution whose products or services are being discussed in this session.