RETURNING—

The Returning Client Deserves Attention, Too

In GATHER, R stands for “Return.” All clients should be invited to return to their reproductive health care provider whenever they wish, for any reason.

At the same time, clients should not be made to come back when not necessary. For example, providers should give clients plenty of supplies and not schedule unneeded follow-ups.

Care for Continuing Clients

Counseling a returning client should be flexible. It should be tailored to meet each client’s reasons for returning. The returning client should not be made to go through full method-choice counseling again.

Here are 2 general rules for counseling returning clients:

1. Find out what the client wants.

   To find out what the client wants, you can ask:

   • ”How can we help you today? What would you like to discuss?”
   • “What has been your experience with your family planning method (or other care)? Satisfied? Any problems?”
   • ”Any new health problems since your last visit?” (For the most part, a health condition that rules out a family planning method in the first place also means the client should switch methods if that condition develops during use.)
   
   
2. Respond to what the client wants.
   • If the client has problems, help resolve them. This can include offering a new method or referring the client elsewhere.
   • If the client has questions, answer them.
   • If the client needs more supplies, provide them—generously.
   • If appropriate, check whether the client is using the method correctly, and offer advice if not.