Client satisfaction with family planning services in the area of high unmet need: evidence from Tanzania Service Provision Assessment Survey, 2014-2015

Abstract

BackgroundClient satisfaction has been found to be an important factor for the uptake and continuation of family planning services. This study aimed to examine the current status of and factors associated with client’s satisfaction with family planning services in Tanzania, which has a high unmet need for family planning.MethodsThe study used data from the Tanzania Service Provision Assessment survey of 2014–2015. A facility was classified as having high service readiness for FP if it scored at least 67.7% on a composite score based on three domains (staff training and guidelines, basic diagnostic equipment, and basic medicines), following criteria developed by the World Health Organization. The exit interview questionnaire was used to collect information from women about their level of satisfaction, whether “very satisfied,” “more or less satisfied,” or not satisfied with the services received. The response was dichotomized into “Yes” if the woman reported being very satisfied with services received otherwise coded as “No”. Unadjusted and adjusted logistic regression models were used to assess the association between the client satisfaction and covariate variables; service readiness, facility type, managing authority, location, management meetings, supervision, provider’s sex, and working experience, clients’ age and education. All analyses were weighted to correct for non-response, disproportionate and complex sampling by using the “SVY” command in Stata 14.ResultsOut of the 1188 facilities included in the survey, 427 (35.9%) provided family planning services. A total of 1746 women participated in observations and exit interviews. Few (22%) facilities had a high readiness to provide family planning services. While most facilities had the recommended equipment available, only 42% stocked contraceptives (e.g. oral pills, injectable contraceptives and/or condoms). Further, trained staff and clinical guidelines were present in only 30% of services. Nevertheless, the majority (91%) of clients reported that they were satisfied with services. In the multivariate analysis, a high service readiness score [AOR = 2.5, 95% CI; 1.1–6.0], receiving services from private facilities [AOR = 2.3, 95% CI; 1.1–5.0], and being in the age group 20 to 29 years [AOR = 0.3, 95% CI; 0.1–0.7] were all significantly associated with clients’ satisfaction with family planning services.ConclusionThere is a high level of client satisfaction with family planning services in Tanzania. Maintaining and exceeding this level will require improvements in the provision of staff training and the availability of contraceptives in existing services.

<p>Client Satisfaction with Family Planning Services and Associated Factors in Tembaro District, Southern Ethiopia</p>

“…The instrument was adapted from previous works of literature. 5,[8][9][10][11][12][18][19][20] Data were collected using a validated and pre-tested structured questionnaire. The questionnaire contained the following: socio-demographic factors of the clients, their health service organization experience, reproductive health history, and provider competence from the four public health facilities.…”

“…11 Studies from developing countries have found that not being satisfied with family planning services is a prime reason for high rates of discontinuation, reduced utilization of FP services, non-compliance, and high rates of unintended pregnancy. 5,11,12 Evidence from several studies shows that client satisfaction is affected by different factors. Those are; sociodemographic factors: marital status, educational status, and age, 12,13 service provider level factors: provision of information on potential side effects, ensuring privacy, examining during the visit, 8,10,12-14 service organization factors: using educational materials, informed choice, waiting time, urban facilities, the sanitary condition of the room.…”

“…5,11,12 Evidence from several studies shows that client satisfaction is affected by different factors. Those are; sociodemographic factors: marital status, educational status, and age, 12,13 service provider level factors: provision of information on potential side effects, ensuring privacy, examining during the visit, 8,10,12-14 service organization factors: using educational materials, informed choice, waiting time, urban facilities, the sanitary condition of the room. 5,8,10,11,13 However, there is scarce information on client satisfaction with FP services in southern Ethiopia, specifically in the study area.…”

When political solutions for acute conflict in Yemen seem distant, demand for reproductive health services is immediate: a programme model for resilient family planning and post-abortion care services

“…Research shows that client satisfaction can be an important factor for the uptake and continuation of contraception services. [31][32][33] In order to understand how women perceive the quality of the programme's FP services, annual client exit interviews are conducted at each supported facility to solicit feedback and improve accountability to clients. Results are then used by the programme team to target trainings, supervision, and resources to address gaps identified.…”

Addressing socio-cultural barriers to family planning and co-designing services to improve utilization: evidence from northern Nigeria

“…Several studies have documented poor utilization of family planning services as a result of poor perception of service quality by clients at health facilities [3,6,7], even with relatively low user expectations [8,9,10]. These studies concluded on the need for health services quality improvements that respond to patients needs to improve utilisation.…”