3068.0: Monday, October 22, 2001 - Board 3

Abstract #24293

Client satisfaction with California's Family PACT Program, serving over one million women

M. Antonia Biggs, PhD1, Claire Brindis, DrPH1, Richard Yoder, EdD2, David Fine, PhD2, Phillip Darney, MD, MSc3, Felicia Stewart, MD3, Anna Ramirez, MPH4, and Janet Treat, PHN, MS4. (1) Center for Reproductive Health Research and Policy, University of California, San Francisco, 3333 California Street, Suite 265, San Francisco, CA 94118, 415-476-9813, antonia@itsa.ucsf.edu, (2) Center for Health Training, CA, (3) Center for Reproductive Health Research and Policy, University of California at San Francisco, 3333 California Street, Suite 335, San Francisco, CA 93118, (4) Office of Family Planning, State of California Department of Health Services, 714 P Street #440, Sacramento, CA 95814

Client satisfaction is increasingly seen as a valuable indicator of quality of care throughout the health care system. This study sought to learn more about clients' experiences with, and perceptions about the Family PACT (Planning, Access, Care, and Treatment) Program, California's new publicly-funded program providing comprehensive clinical family planning services to low-income women and men. Family PACT is unique in that it offers on-site client enrollment, serves clients under 200% of the federal poverty level, and delivers services through private and public service sites including laboratories and pharmacies. Family PACT clients were interviewed regarding their experiences and satisfaction with the program using a detailed 65-item interview guide. A total of 1,398 female clients from 69 Family PACT providers were interviewed in 5 California counties. Most clients were Hispanic (75%) and their primary language was Spanish (54%). Seventy-five percent of those who did not speak the same language as their provider were provided translation services. Regardless of their ethnic/racial group, the majority of clients were satisfied with the overall program (88%), would recommend the clinic to their family or friends (95%), and were especially satisfied with the birth control methods available to them (99%). Factors significantly related to overall client satisfaction included perceptions of sensitive, trustworthy, and respectful staff, short waiting time, being able to ask questions, and being offered choices. These results indicate how well the Family PACT Program may serve as a model for other states and programs.

See www.dhs.cahwnet.gov/pcfh/ofp/FamPact

Learning Objectives: To identify factors associated with client satisfaction among clients enrolled in Family PACT, a state-funded Family PACT program.

Keywords: Family Planning, Quality of Care

Presenting author's disclosure statement:
Organization/institution whose products or services will be discussed: California Department of Health Services, Office of Family Planning, the Family PACT Program
I have a significant financial interest/arrangement or affiliation with any organization/institution whose products or services are being discussed in this session.
Relationship: I am a member of the UCSF evaluation team contracted by the State of California, Office of Family Planning to evaluate the Family PACT Program

The 129th Annual Meeting of APHA