Clients' experiences at their first family planning visit: Perceptions of service quality, satisfaction with services, and client-provider interaction and effects on outcomes

Methods: New client perceptions of services were assessed in U.S. family planning clinics using a 2-part ACASI (Audio Computer Assisted Self Interview). Clinics were located in State A (n=361), State B (n=268) and State C (n=119). Eligible clients were age 18-35, able to become pregnant, but not currently pregnant/trying to become pregnant. ACASI Part A was completed prior to seeing the clinician; Part B was completed just before leaving the clinic. Clients were contacted for follow-up interviews at 7 months to assess outcomes, and de-identified billing data was collected from the baseline clinics to assess return to clinic and services received. Results: Using single-item measures, 64% of clients reported overall satisfaction with their visit, and 57% strongly agreed that they had received good quality care at their visit. Questions representing each of seven dimensions of family planning service quality were asked in the baseline survey; scales representing Clinician Patient Centeredness, Provider Attention to Patient Feelings, and Clinic Discomfort were created. The Clinic Discomfort and Patient Centeredness scales were among factors significant in predicting client-perceived quality of care and client satisfaction with care received at their initial visit. These predictors, plus BC method chosen, race, ethnicity and language spoken are expected to yield detailed information regarding the interplay of communication and service quality/satisfaction and how these relate to the outcomes of interest. Conclusions: Differences in Patient Centeredness and Clinic Discomfort play a role in client satisfaction and perceived service quality; all may impact client outcomes of interest at 7 months post-visit.