Box 1.

Objectives of the PCS intervention.

Module	Topic	Learning outcomes
		By the end of this module, participants should be able to:
PCS 00 Introduction to PCS and SOAs	Thinking about my role as a health worker	Identify their own motivations for work.
	Introduction to PCS	Understand the meaning and importance of providing patient-centred services.
	Introduction to Self Observation Activities	Start developing self-awareness through self-observation activities.
PCS 01 Communication Skills Part 1	Building Rapport	Recognize the impact of non-verbal and verbal behaviour on the patient and consultation outcome. Strengthen non-verbal and verbal skills in building rapport. Recognize that we think of different people in different ways, and this affects how we behave towards them. Understand that respect is a core value for how we can put patients at ease. Strengthen skills to show respect to patients.
	Active listening	Strengthen skills in self-reflection. Strengthen non-verbal and verbal skills in active listening. Recognize the consequences of listening well, and less well, on the patient and consultation outcome. Identify ways to listen actively in spite of busy work environments.
PCS 02 Communication Skills Part 2	Asking good questions	Understand the importance of getting good information. Be aware of the way and consequences of how they ask questions. Know how to formulate open questions. Ask questions without showing judgement.
	Giving good information	Understand the importance of giving good information. Be aware of the way and consequences of how they give information. Know how to give good information to patients. Understand how to empower patients to follow advice.
PCS 03 Building a positive work environment	Health Centre Management Changes	Recognize their challenges at work. Know about planned Health Centre Management changes. Know their role in Health Centre Management changes.
	Dealing with stress at work	To recognize stress by how we feel and behave. To understand the effect of automatic reactions on us and others. To know how to ‘step back’ and stop automatic reactions. To carry a picture of best practice in dealing with difficult patients and situations.
PCS 04 Improving the Patient Visit	Communication Review	Become aware of ways to invite their patients and colleagues to co-operate and the impact of doing this.
	Patient Welcome and Orientation	Recognize that we all have different perspectives, including as health workers and patients. Put themselves into the shoes of a patient approaching a health centre as an organization with unspoken ‘rules’. Explore reasons why patients have to wait long, and develop strategies that meet health workers’ as well as patients’ needs better. Implement strategies to improve the welcome of patients at health centres. Implement strategies to improve the orientation of patients at health centres. Implement strategies to ensure patients are seen fairly.