Clients' perceptions of service quality and satisfaction at their initial Title X family planning visit.

Abstract:

:Family planning service quality and clients' satisfaction with services are important determinants of clients' contraceptive use and continuation. We examine women's experiences at family planning clinics on a range of dimensions, including patient-centered communication (PCC), and identify experiences associated with higher ratings of service quality and satisfaction. New female clients (n = 748), ages 18-35 years, from clinics in three major metropolitan areas completed computer-administered interviews between 2008 and 2009. Factors associated with primary outcomes of service quality and satisfaction were assessed using multinomial and ordinary logistic regression, respectively. Higher scores on a Clinician-Client Centeredness Scale, measuring whether clinicians were respectful, listened, and provided thoughtful explanations, were associated with perceptions of good quality care and being very satisfied. Higher scores on a Clinic Discomfort Scale, measuring staff and waiting-room experiences, were associated with reduced satisfaction. Clients' interactions with clinicians, especially PCC, influence their perceptions of service quality, whereas their satisfaction with services is also influenced by the facility environment. These measures are adaptable for agencies to identify the factors contributing to their own clients' satisfaction-dissatisfaction with care and perceptions of service quality.

journal_name

Health Commun

journal_title

Health communication

authors

Pilgrim NA,Cardona KM,Pinder E,Sonenstein FL

doi

10.1080/10410236.2013.777328

subject

Has Abstract

pub_date

2014-01-01 00:00:00

pages

505-15

issue

5

eissn

1041-0236

issn

1532-7027

journal_volume

29

pub_type

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