2. 
Public Health Institutions (Primary and Secondary)
are under-utilized and have unequally distributed
patient footfall.

One of the main Reason:-
◦ Attitude of the healthcare professionals including
support staff, is more mechanical than
empathetic, towards providing services to the
patients.

3. 
Consequences:-
◦ Over-burden of Tertiary care and some selected health
facilities.
◦ Increased footfall in private organized and
unorganized sector.
◦ And the result is, increased Out-of-Pocket
Expenditure by the patients and unequal distribution
of the patients in the healthcare institutions.

4. 
Will the behavior and attitude change training
programme for the healthcare professionals
(including support staff) employed in the public
health institutions (5 PHCs in Chaksu- selected by
RCT) of Jaipur district leads to development of an
empathetic way of care rather than a mechanical
approach to create a culture of patient friendly
environment ?

5. 

Aim: To increase the retention of patients in the
public health institutions , by creating goodwill of
the concerned institution while improving the
communication and interaction strategies of
healthcare professionals.
Objective(s):
◦ To inculcate a culture of empathy in patient
care, by improving the behavior and attitude of
healthcare professionals including the support staff.
◦ To develop an intervention for providing training to
the healthcare professionals for behavioral and
attitudinal changes in the working environment.

6. 
Description of Intervention:
◦ Process of intervention:
 Base-line study of patient satisfaction with
respect to behavior and attitude of healthcare
professionals.
 Target Group Intervention
 Pre-testing the Intervention
 Final Intervention
 End-line study of patient satisfaction with respect
to behavior and attitude of healthcare
professionals.

7. ◦ Modes of Intervention:
 Stage 1: Power-point Presentation in all the 5
PHCs of Chaksu to all the healthcare professionals
 Objective: Importance of intervention, how to
communicate in different situations like
emergencies, epidemics, peak hours, etc.
 Stage 2: Focused Group Discussions and Coping
strategies
 Stage 3: Group Activities (Mock activities)
 Stage 4: Special Training to understand the
psyche of the patient
 Objective: How to interact with patients to develop trust
and faith
 Stage 5: Awarding the best performing healthcare
professional at the end of the month.

8. 
Phases of Intervention:
◦ Pre-Intervention Phase:
 Base-line Study
 Stakeholder Analysis
 Healthcare Professionals
 Government
 Patients and patient attendants
◦ Implementation Phase:
 Experimental study (RCT)
 Training to healthcare professionals with different means

9. ◦ Evaluation Phase:
 Indicator: Parameter to judge the change of Behavior and
attitude of healthcare professionals before and after
provision of Trainings.
Monitoring Framework:







Phase 1 Monitoring- Monitor the base-line study
Phase 2 Monitoring- Monitor the stage 1 intervention
Phase 3 Monitoring- Monitor the stage 2 intervention
Phase 4 Monitoring- Monitor the stage 3 intervention
Phase 5 Monitoring- Monitor the stage 4 intervention
Phase 6 Monitoring- Monitor the stage 5 intervention
Phase 7 Monitoring- Monitor the end-line intervention

10. Challenges
Mechanical culture
of patient care
Special
Strategies
Of Intervention
Patient friendly
empathetic culture
of patient care

11. 




The training moderators should not blame the health
care professionals in any way.
The self esteem of each participating individual
should be kept in mind.
Their willingness for undergoing trainings should be
considered.
The objectives of the intervention should be clearly
conveyed to all the trainees beforehand.
Ethical committee should be there for providing
guidance.

13. Sr. No.
Event
Phase 1: preparatory
phase
Duration in
days
Immediate
predecessor
35
1.
Selection of the study area
7
-
2.
Permission from the higher
authority
7
1
3.
Preparation of the training
material and training the
master trainers
7
1
4.
Preparation of the
questionnaire
7
1
5.
Pre test
3
2,3,4
6
Finalized the schedule
4
5

14. Sr. No.
Event
Phase 2: Baseline
study(all 5 PHC)
7.
Data collection
Phase-3:Intervenation
Duration
in days
14
14
6
52
8.Stage-1:
Power point presentation
at all 5 PHCs
10
5
9.Stage-2:
FGD
14
8
10.Stage-3:
Group Activities
14
9
11.Stage-3:
Special training session
14
10
12.
End line evaluation
7
11
13.
Analysis and report
writing with dissemination
7
12, 7

15. Activity time Early Start Early Finish Late Start Late Finish Slack
Project
83
1
7
0
7
0
7
0
2
7
7
14
7
14
0
3
7
7
14
7
14
0
4
7
7
14
7
14
0
5
3
14
17
14
17
0
6
4
17
21
58
62
41
7
14
21
35
62
76
41
8
10
17
27
17
27
0
9
14
27
41
27
41
0
10
14
41
55
41
55
0
11
14
55
69
55
69
0
12
7
69
76
69
76
0
13
7
76
83
76
83
0

16. GANTT CHART

18. BACKGROUND LITERATURE REVIEW
A Contribution to the Philosophy of medicine The Basic Models
of the Doctor-Patient Relationship ;THOMAS S. SZASZ, M.D.;
MARC H. HOLLENDER, M.D. ; Arch Intern Med. 1956;97(5):585592.
GAPS IN DOCTOR-PATIENT COMMUNICATION: DoctorPatient Interaction and Patient Satisfaction ; Barbara M.
Korsch, Ethel K. Gozzi, Vida Francisempathy
Patient-Physician Communication: Why and How :John M.
Travaline, MD; Robert Ruchinskas, PsyD; Gilbert E. D'Alonzo Jr,
DO
Effective Patient - Doctor Communications ; Trisha Torrey