CCP Overview

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Improving Client-Provider Interactions Tools for
Success MAQ Mini University, May 12,
2003 Michelle Heerey, Jan Kumar, and Kristina
Gryboski
PPT CCP 6/7/00 P 1
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What is CPI?
All exchanges, both verbal and nonverbal, that
clients have with healthcare workers at all
levels regarding any healthcare service.
verbal
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Why is good CPI important?

• Its a clients right the right to
  information, privacy, confidentiality, dignity
  and freedom of expression recognized at ICPD and
  FWCW.
• It makes a difference!- The interpersonal and
  informational dimensions of services are key to
  clients perception of service quality and their
  satisfaction and has direct impact on method
  adoption, continued use, adherence to treatment
  regimens and continuity of care.

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Wheres the evidence?

• Jacoby Fokkens 2001
• Storey Boulay 2001
• Knebel 2000
• Ponce 2000
• Matamala 1998
• Schuler Hossain 1998
• Koenig 1997
• 
  

• Abdel-Tawab, and Roter 1996
• Z. Lei 1996
• Haddad Fournier 1995
• Ndhlovu 1995
• Kenny 1995
• Vera 1993

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What does quality CPI look like?

• Providers
• Develop rapport w/ clients
• Ensure clients dignity, privacy and
  confidentiality
• Assess needs tailor information
• Encourage client communication
• (e.g. questions and concerns)
• Respect support clients rights and decisions

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What does quality CPI look like?

• Clients
• Participate actively
• Provide essential info
• Ask questions (e.g. rumors,
  basic information)
• Clarify points/issues
• Express preferences concerns
• Give feedback to providers

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What contributes to quality CPI?

• Provider-focused Interventions
• Training
• Skill reinforcement
• Communication aids
• Decision-making aids
• Reference materials

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What contributes to quality CPI?

• Client-focused Interventions
• Client coaching
• Computer-based counseling
• Behavior modeling via mass
• media
• Peer education counseling

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What contributes to quality CPI?

• Supportive Environment
• Leadership/vision
• Facilitative supervision
• Accreditation certification
• Client feedback systems
• Community-provider dialogue
• Policies that promote client-centered care
• Adequate resources

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PEARLS

• It takes two!
• Client-provider interaction is best when BOTH the
  provider and the client demonstrate effective
  communication skills.
• It takes more than training and job aids!
• The most effective program strategies bring
  together multiple interventions and capitalize on
  organizational and community factors that support
  better interpersonal communication.