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