Evaluation of service quality in family planning clinics in Lusaka, Zambia
| Autor: | Nancy L. Hancock, Benjamin H. Chi, Elizabeth Siyama Sitali, Bellington Vwalika, Gretchen S. Stuart, Clara Mbwili-Muleya |
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| Rok vydání: | 2015 |
| Předmět: |
Adult
Program evaluation medicine.medical_specialty Quality management Adolescent Quality Assurance Health Care Exit interview Zambia Article Young Adult Interpersonal relationship immune system diseases parasitic diseases Humans Medicine Competence (human resources) reproductive and urinary physiology Service quality business.industry virus diseases Obstetrics and Gynecology female genital diseases and pregnancy complications Cross-Sectional Studies Reproductive Medicine Family planning Family Planning Services Family medicine Female Customer satisfaction business |
| Zdroj: | Contraception. 92:345-349 |
| ISSN: | 0010-7824 |
| DOI: | 10.1016/j.contraception.2015.06.025 |
| Popis: | Objective To determine the quality of contraceptive services in family planning clinics in Lusaka, Zambia, using a standardized approach. Study design We utilized the Quick Investigation of Quality, a cross-sectional survey tool consisting of a facility assessment, client–provider observation and client exit interview, in public-sector family planning clinics. Data were collected on availability of seven contraceptive methods, information given to clients, interpersonal relations between providers and clients, providers' technical competence and mechanisms for continuity and follow-up. Results Data were collected from five client–provider observations and client exit interviews in each of six public-sector family planning clinics. All clinics had at least two contraceptive methods continuously available for the preceding 6 months. Most providers asked clients about concerns with their contraceptive method (80%) and told clients when to return to the clinic (87%). Most clients reported that the provider advised what to do if a problem develops (93%), described possible side effects (89%), explained how to use the method effectively (85%) and told them when to come for follow-up (83%). Clients were satisfied with services received (93%). Conclusion(s) This application of the Quick Investigation of Quality showed that the participating family planning clinics in Lusaka, Zambia, were prepared to offer high-quality services with the available commodities and that clients were satisfied with the received services. Despite the subjective client satisfaction, quality improvement efforts are needed to increase contraceptive availability. Implications Although clients perceived the quality of care received to be high, family planning service quality could be improved to continuously offer the full spectrum of contraceptive options. The Quick Investigation of Quality was easily implemented in Lusaka, Zambia, and this simple approach could be utilized in a variety of settings as a modality for quality improvement. |
| Databáze: | OpenAIRE |
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