School of Public Health, Department of Epidemiology, Mekelle University, P.O.Box 1871, Mekelle, Ethiopia.
BMC Health Serv Res. 2019 Sep 2;19(1):618. doi: 10.1186/s12913-019-4475-5.
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.
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.
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.
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.
客户满意度是提供优质服务的最佳指标，并且已经发现它与客户感知的护理连续性相关。客户满意度的衡量有助于了解客户未来服务的意愿和决策。因此，本研究旨在评估计划生育用户对计划生育服务客户满意度的水平和相关因素。
这是一项于 2017 年 2 月 10 日至 3 月 10 日在埃塞俄比亚东部吉吉加镇公共卫生机构进行的基于机构的横断面研究。通过系统随机抽样选择参与者，并在接受计划生育服务后立即使用经过结构化和预测试的问卷对其进行访谈。数据输入 Epi Info 7，然后导出到 SPSS 20 进行分析。使用 0.05 水平的 alpha 值测试所有与客户满意度相关的关联。
本研究的结果表明，吉吉加镇公共卫生机构计划生育用户对计划生育服务的总体满意度为 41.7%，95%置信区间为（37-46.1%）。对计划生育的了解[调整后的优势比（AOR）（95%置信区间）=0.037（0.019-0.072）]，演示如何使用方法[AOR（95%置信区间）=16.1（8.4-30.7）]，描述方法的副作用[AOR（95%置信区间）=2.4（1.41-4.23）]和计划生育用户家到卫生设施的距离[AOR（95%置信区间）=0.24（0.14-0.42）]与计划生育服务客户满意度显著相关。
计划生育服务的总体客户满意度相对较低。对计划生育的了解、演示如何使用方法、描述方法的副作用以及计划生育用户家到卫生设施的距离是影响计划生育服务客户满意度的因素。因此，应努力改善客户互动，特别是在提供信息和客户知识方面。
