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CLIENT PROVIDER RELATIONSHIP

CLIENT PROVIDER RELATIONSHIP. Presentation by :- Dr. RAJAT DAS -- Kolkata, WEST BENGAL INDIA. West Bengal Initiative. 4 Districts :- Purulia, Paschim Medinipur, Birbhum & Jalpaiguri. Approach - levels. Individual Institutional / Organizational State. Facilitated by.

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CLIENT PROVIDER RELATIONSHIP

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  1. CLIENT PROVIDER RELATIONSHIP Presentation by :- Dr. RAJAT DAS -- Kolkata, WEST BENGAL INDIA

  2. West Bengal Initiative 4 Districts :- Purulia, Paschim Medinipur, Birbhum & Jalpaiguri

  3. Approach - levels • Individual • Institutional / Organizational • State

  4. Facilitated by • Consumer VOICE – an NGO based in New Delhi with funding support from GTZ

  5. Objectives • Bring together diverse groups related to health services • Share perceptions on Client provider relations • Inform on current norms and regulations

  6. PROCESS • District mapping of local institutions – consumer groups, pharmaceutical associations etc. • Probe interest of stakeholders • Collection of Documents such as Code of Conduct and Clinical Establishment rules • Translation of Documents & Preparation of Information Kit

  7. PROCESS • Organization of Workshops in each of the 4 districts • Interactive sessions, group work and information kit distribution • Dissemination of Findings

  8. Stakeholders - Participants • District Administration – DM etc. • Government Health Deptt. – CMOH etc. • Private Health providers – Nursing homes & Laboratories. • Panchayati Raj Institutions–Sabhadhipati etc. • Professional Associations – IMA, Pharmaceutical associations etc. • Consumer Groups

  9. Findings • Mistrust between different stakeholders • Doctors & other service providers : more time, more communication & behavior • Pharmacies : providing cash memos & sale of over the counter drugs • Nursing homes : Regular & fixed time party meets for updates

  10. Findings....cont. • Clinics – Display of services, timings and fees • Hospitals – drug & service availability displayed • Laboratories – quality control • Clients - education

  11. Recommendations • Monthly consultation with all stakeholders • Information kiosks in district head quarters on all health related matters • Award and recognition to service providers for delivery of quality services and improving patient-provider relationship

  12. Recommendations......cont. • Need for continuous communication • Creation of joint forums – for inter-communication : Role of I.M.A.- could be a forerunner

  13. THANK YOU • Questions please

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