Increasingly, there is growing awareness that having a better understanding of clients’ views about quality of care can help to clarify how quality services can influence contraceptive prevalence, user satisfaction, and continuity in use. Often quality of care in family planning and related reproductive health services have been defined solely by researchers, program managers or service providers with relatively little attention given to client perceptions. The multi-dimensional nature of quality services suggests that some aspects of quality perceived as important by professionals may not necessarily be of equal value or of any importance to clients. Thus, in order to design the best client-satisfaction practices to improve the quality of family planning and related reproductive health services, there is a need to understand client perceptions of quality of care.
The main objective of this study was to examine client satisfaction in Tanzania by assessing whether clients: received their preferred contraceptive method; were counseled effectively; were treated with respect and dignity; and to what extent clients perceived they were offered services with easy access in an acceptable environment. Whereas access to well-equipped sites with trained staff is central to providing quality service, it does not guarantee client satisfaction and continued use of services. This study demonstrated that clients are looking for service sites where they can: easily obtain their preferred contraceptive method; have their perceptions of quality service honored; and are treated well with respect and dignity. Programs must pay attention to client satisfaction.
Learning Objectives: 1. Better understand that client perspectives on satisfaction in quality family planning and related reproductive health services are not necessary of equal value or as important as those held by service providers. 2. Distinguish the most commonly held client views of quality of care that lead to contraceptive prevalence, user satisfaction, and continued use of services. 3. Recognize barriers to effective client satisfaction-oriented practices in delivery of quality family planning and reproductive health services
Keywords: Family Planning, Reproductive Health
Presenting author's disclosure statement:
Organization/institution whose products or services will be discussed: None
I do not have any significant financial interest/arrangement or affiliation with any organization/institution whose products or services are being discussed in this session.