León Federico R, Lundgren Rebecka, Huapaya Ana, Sinai Irit, Jennings Victoria
Georgetown University Institute for Reproductive Health, Washington, DC, USA.
Eval Rev. 2007 Feb;31(1):24-42. doi: 10.1177/0193841X06289044.
Favorable client perceptions of provider's interpersonal behavior in contraceptive delivery, documented in clinic exit questionnaires, appear to contradict results from qualitative evaluations and are attributed to clients' courtesy bias. In this study, trained simulated clients requested services from Ministry of Health providers in three countries. Providers excelled in courteousness/respect in Peru and Rwanda; in India, providers were less courteous and respectful when the simulated clients chose the pill. Privacy and two-way communication were less prevalent in all three countries. The findings challenge the courtesy bias interpretation. Global results from qualitative studies may have expressed the views of the minority of clients who are not treated well by providers.
在诊所出院调查问卷中记录的客户对提供者在避孕服务中人际行为的良好看法，似乎与定性评估结果相矛盾，这被归因于客户的礼貌性偏差。在本研究中，经过培训的模拟客户在三个国家向卫生部的提供者寻求服务。在秘鲁和卢旺达，提供者在礼貌/尊重方面表现出色；在印度，当模拟客户选择口服避孕药时，提供者的礼貌和尊重程度较低。隐私和双向沟通在这三个国家都不太普遍。这些发现对礼貌性偏差的解释提出了挑战。定性研究的全球结果可能反映了那些未得到提供者良好对待的少数客户的观点。
