1. Respect and Continuity of Care
Module 5:
Respect and Continuity of Care
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2. Module 5: Objectives Melanie Zurek Sept 2010
In Module 5, our objectives are to train frontline providers to effectively:
Acknowledge the range of beliefs and attitudes about abortion among their peers, at work, and in their community
Remember how it feels to be misunderstood, and to behave in a principled fashion despite that misunderstanding
To identify ways that their workplace can become a more supportive and respectful environment for all staff and clients
Place abortion in the context of normal reproductive health care
Melanie Zurek
Sept 2010
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3. . . . . . . . . . . . Module 5: The STAR Model for Effective Referrals
SUPPORTIVE THOROUGH ACTIVE REFERRAL-QUALITY
Be a STAR
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4. . . . . . . . . . . . Module 5: The STAR Model for Effective Referrals
SUPPORTIVE
“I know my role in the face of my client’s/patient’s need.”
“Supporting my client’s decision is the best way I can do my job helping her.”
THOROUGH  
ACTIVE   
REFERRAL-QUALITY
Be a STAR
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5. . . . . . . . . . . . Module 5: The STAR Model for Effective Referrals
SUPPORTIVE
“I know my role in the face of my client’s/patient’s need.”
“Supporting my client’s decision is the best way I can do my job helping her.”
THOROUGH  
“I have the correct information about the service she needs.”
“I am knowledgeable about the care she is seeking.”
ACTIVE   
REFERRAL-QUALITY
Be a STAR
Provide Referrals Curriculum 281

6. . . . . . . . . . . . Module 5: The STAR Model for Effective Referrals
SUPPORTIVE
“I know my role in the face of my client’s/patient’s need.”
“Supporting my client’s decision is the best way I can do my job helping her.”
THOROUGH  
“I have the correct information about the service she needs.”
“I am knowledgeable about the care she is seeking.”
ACTIVE   
“I actively help my client/patient locate and schedule the care she needs.”
“I actively assess her needs for, and help connect her to, supportive services such as childcare or transportation—to help her to utilize the referral she is seeking.”
REFERRAL-QUALITY
Be a STAR
Provide Referrals Curriculum 282

7. . . . . . . . . . . . Module 5: The STAR Model for Effective Referrals
SUPPORTIVE
“I know my role in the face of my client’s/patient’s need.”
“Supporting my client’s decision is the best way I can do my job helping her.”
THOROUGH  
“I have the correct information about the service she needs.”
“I am knowledgeable about the care she is seeking.”
ACTIVE   
“I actively help my client/patient locate and schedule the care she needs.”
“I actively assess her needs for, and help connect her to, supportive services such as childcare or transportation—to help her to utilize the referral she is seeking.”
REFERRAL-QUALITY
“I follow up, asking about her experience accessing this provider and if there is anything else she needs.”
“I use her experience to better help the next client or patient seeking a referral.”
Be a STAR
Provide Referrals Curriculum 283

8. The STAR Model for Effective Referrals
Module 5:
The STAR Model for Effective Referrals
SUPPORTIVE THOROUGH ACTIVE REFERRAL-QUALITY
Be a STAR
Provide Referrals Curriculum 284

9. Facilitating Patient/Client Access to
Module 5: Site Self-Reflection Checklist
Facilitating Patient/Client Access to
Information about Abortion
Patients/clients currently have access to all options when discussing an unintended pregnancy with staff.
Mechanisms exist to indicate to patients/clients that staff will be non-judgmental when discussing options for an unintended pregnancy.
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10. Facilitating Staff Access to Information about Abortion
Module 5: Site Self-Reflection Checklist
Facilitating Staff Access to
Information about Abortion
Mechanisms exist to ensure staff have access to the latest information about abortion providers in their area.
Mechanisms exist to ensure staff understand all options for women facing an unintended pregnancy, as well as where to send women seeking resources for a given option, with a focus on abortion.
The site has relationships with abortion providers in their area to ensure higher quality abortion referrals.
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11. Module 5: Site Self-Reflection Checklist
Ensuring Staff Capacity on Information about Abortion and Abortion Referrals
Hiring procedures and screening mechanisms exist to ensure staff will present all options to patients/clients, including making abortion referrals.
Mechanisms exist to ensure staff training and continuing education on understanding and presenting all options to patients/clients, including making abortion referrals.
Mechanisms exist to ensure management support for staff presenting all options to patients/clients.
Provide Referrals Curriculum 287

12. Policies and Procedures
Module 5: Site Self-Reflection Checklist
Policies and Procedures
Internal policies and processes support abortion referrals
Mechanisms exist to ensure understanding of funding streams that support or prevent good referrals
Policies and procedures articulate patient/client right to all information about pregnancy options
An employee process for handling difficult referrals has been created
Mechanisms exist to evaluate patient experiences
Provide Referrals Curriculum 288