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Creating a Welcoming Environment and Communicating Effectively

Plot summary:

A mother arrives to the health facility with a newborn and a small child. As she approaches the entrance, she can hear a nurse providing a group education session while caregivers are waiting to be seen. The mother is nervous and a bit flustered from her long journey and not sure whether to enter the facility for fear that she will interrupt the session.

She is about to turn and leave when the security guard greets the mother and asks her why she is leaving. He says it is not a problem that she has arrived late and shows her the way to the frontline worker (FLW) who calms the mother’s nerves and explains that vaccinations are being offered today. The FLW asks the woman a few questions about the age of the children, whether they’ve been vaccinated, if she has the child’s health card, etc.

The woman is from a rural village and was visiting her auntie, who, when she learned the children had not been vaccinated, sent the woman to visit the clinic. While walking the mother over to where the group session is occurring, the FLW tells the mother she is glad that the mother decided to come to the health post today. She explains to the mother that there is a group education session for caregivers while they wait for their child’s turn for vaccination. She explains that she will get a health card with a record of the immunizations her child gets today and that she should keep it carefully and take it with her when she later goes for subsequent vaccines in the health post nearest to her village.

When they reach the group, the FLW introduces the woman to the nurse who is leading the session. The nurse welcomes the woman and encourages her to listen and participate in the session. While leading the group education session, the nurse demonstrates many effective interpersonal communication skills.

2 - Welcoming Environment & Communicating Effectively – 5 minutes 10 seconds