Determinants of client satisfaction with family planning services in public health facilities of Jigjiga town, Eastern Ethiopia

Abstract

Background Client satisfaction is the best indicator of quality service provision and has been found to correlate with continuity of care perceived by the client. The measurement of client satisfaction helps in understanding willingness and decisions to return for future services. Thus, this study aimed at assessing the level and factors associated with client satisfaction of FP services among family planning users. Methods An institutional based cross-sectional study was conducted on 492 family planning users in Public health facilities of Jigjiga town, Eastern Ethiopia from February 10 to March 10, 2017. Participants were chosen by systematic random sampling and interviewed immediately after having received family planning service using via a structured and pre-tested questionnaire. The data were entered into Epi Info 7 and then exported to SPSS 20 for analysis. All associations with client satisfaction were tested for statistical significance with alpha set at the 0.05 level. Result The findings of this study showed that the overall client satisfaction with FP services among FP users of public health facilities of Jigjiga town was 41.7% with 95% CI of (37 − 46.1%). Knowledge on FP [adjusted odds ratio, AOR (95% CI) = 0.037 (0.019–0.072)], demonstrate how to use the method [AOR (95% CI) = 16.1 (8.4–30.7)], describing side effect of the method [AOR (95% CI) = 2.4 (1.41–4.23)] and distance of FP user’s home to health facility [AOR (95% CI) = 0.24 (0.14–0.42)] were found to be significantly associated with the client satisfaction of FP services. Conclusions The overall client satisfaction with FP services was relatively low. Knowledge of FP, demonstrating how to use the method, describing the side effect of the method and distance of FP user’s home to health facilities were found to be factors that influence client satisfaction with family planning services. Thus, efforts should be made to improve on client interaction especially on the information given and knowledge of clients.

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

“…The odds of reporting satisfaction is higher among clients who get a clear description of the side-effects of the method as compared to their counterparts. This evidence is consistent with study findings from Jigijiga 21 and a countrywide study in Ethiopia. 11 The finding implies the counseling on side effects could improve satisfaction and indirectly improve service quality.…”

“…The magnitude of client satisfaction with family planning services was found to be 46%. This finding was consistent with studies conducted in Jigijiga (41.7%), 21 Wonji (45%) 13 eastern Ethiopia and Congo (42%). 14 This finding is lower than studies conducted in Bahirdar (66.1%), 22 Hossana (75.3%), 10 west Shawa (62.6%), 7 countrywide Ethiopia (58.5), 11 Tanzania (91%), 12 Mozambique (86%), 9 Bangladesh (75), 23 and Mexico (80%).…”

Rural Resident Experience on National Basic Public Health Services: A Cross-Sectional Survey in 10 Western Provinces of China

“…Compared with these existing studies, our study focused on western rural residents and had a good sample representation to some extent based on a large sample, so the findings in our study could better reflect rural resident experience with BPHSs in Western China. Internationally, Gebreyesus found that 41.7% of rural clients were satisfied with family planning services in public health facilities in a town of Eastern Ethiopia [49], Gitobu et al reported a satisfaction rate of 54.5% of mothers with free maternal healthcare services provided by public health facilities in Kenya [50]. From the overall satisfaction perspective, we could conclude that some positive effects had been achieved by the rural BPHSs' delivery system in China however, there is still much to be improved for rural patients' overall satisfaction rate or satisfaction score.…”

Quality of family planning services for women of reproductive age in Lao PDR

“…The Quick Investigation of Quality (QIQ) is a facility-based survey intended to provide a comprehensive picture of family planning services (FPS) in low- and middle-income countries, developed as the latest tool for FPS evaluation for ‘MEASURE Evaluation’ in 2013 by USAID [ 14 – 17 ]. It uses three different measurement tools: facility audits, structured observations and exit interviews with clients [ 14 ].…”