effective communication
how do you provide respectful care at entrance and exit
llow emergency
clients and
pregnant women to
pass without delay.
• Welcome the client
with a smile,
explain where to
park their car or
motorcycle and
provide instructions
as needed.
What can change if we provide
care that is respectful
Provision of respectful care aids in faster recovery
from acute illness alleviates anxiety and tension
(Davis, 2013); improves engagement in care and
patient outcomes; raises client satisfaction; and
strengthens trust in the health care system
how do you communicate with client at reception
Welcome the
client with a
smile and
introduce
yourself and ask
the client's
name.
• Offer a seat or
support
(wheelchair or
stretcher).
providing respectful care?
nurses, doctors,pharmacists, lab technicians,
mortuary attendants, cleaners, data clerks,
medical recorders, community health care
workers, nutritionists, social workers and health
secretaries - all those who provide health related
services at the facility and community levels are
responsible for providing respectf
ho do you communicate with client at waiting area
Introduce yourself and ask the client their
name (if appropriate).
• Inform the client that you are there to help.
• Provide necessary information accordingly.
• Escort the client where they can receive the
service, they need when necessary.
• Thank the client for their readiness to receive
your help.
• Record the challenge encountered.
• If a wheelchair was used, decontaminate it and
return it to the appropriate area.
how do you communicate with client at consultation room
Help clients with urgent needs.
• Help clients with special needs.
• Listen to the complaint attentively, probe the
problems, ask consent to examine the client
and in the simplest language possible explain
the part of the body with the problem and the
preliminary diagnosis/es and prognosis.
• Allow the client to ask questions and answer
them.
• Involve client in the treatment plan.
• Escort or direct to the next point of services.
• Allow client to come back for explanations in
case of misunderstanding.
• Maintain privacy and ensure confidentiality.
A triangle with a 90 degree angle and no sides the same length
What is right, scalene
how do you communicate with adolescent at service point
Welcome the clients and use simple friendly
language.
• Offer the seat.
• Introduce yourself.
• Ask their names if applicable.
• Remove barriers, such as mixing them with
adults.
Respectful Care and Effective Communication Toolkit
– 47 –
• Give time to express and ask questions.
• Offer services adhering to privacy, advocate for
youth friendly services, confidentiality, choices
and preferences.
• Adjust time, day to suit their time for
preferences.
• Offer emotional support while identifying
problems.
• Congratulate the clients for seeking services.
• Thank them and allow to come back a