The Social Health Protection Association (SHPA) is non-governmental organization owned by its members. SHPA members are operating social health protection (SHP) schemes and facilitating their clients to access to quality health services; this includes the purchase of health services from public health facilities for their insured and pre-identified poor population living in their coverage areas, and provision of other supporting services. The providing services of the staff have a lot of interactions with both their clients and partners staff. The positive interactions need to construct the positive attitude and behavior. The attitude and behavior of their own staff can therefore potentially make a very important contribution to client satisfaction and to an increase in demand for membership of schemes, as well as influencing the positive behavior of health service providers. Where health providers and SHP staff act inappropriately and have poor interpersonal communication with their clients, then their clients’ will have a poor perception of the scheme and health providers. Further, the community will continue to have low levels of trust in health service and SHP service, rather than a positive attitude towards health facilities and social health protection schemes.
To assist its members to have staff with appropriate attitude and behavior, SHPA with supports of GIZ is organizing a training program which included follow up program aiming to improve the participant’s ability of interaction in a positive and productive manner with clients through expressing opinions and feeling clearly and openly and to build effective ways of communicating and listening in relationship with self and others.