Client Satisfaction Survey for Family Planning Counseling Service In Four Governorates

The aim of this survey is to support the National Family Planning Program in Egypt through improving its counseling component. The study specifically assessed pattern of utilization of family planning methods (FPMs), investigated clients opinion about their interaction with providers of service, compared clients satisfaction at public and private service levels and determined clients recommendations for improving quality of family planning counseling (FPC). Subjects and methods: A cross-sectional exploratory study was conducted in the period between June and December 2004 to interview 625 FPC service clients in 4 Egyptian governorates namely Dakahlia, Minia, Ismailia and Cairo representing Upper and Lower Egypt as well as the Suez Canal Area and the metropolitan governorates. The sample was selected using a multistage random technique to represent the MOHP clients in addition to the private sector; OBGY clinics and pharmacies. The data collection tools involved both quantitative as well as the qualitative tools: Close- ended questionnaires were used to identify socio-demographic characteristics, knowledge and use of FPMs and utilization of health services, clients perceptions about Client Provider Interaction (CP1) and client satisfaction. Qualitatively structured open-ended interviews regarding clients complaints or recommendations for improvement of FPC sen ice were also used. Appropriate statistical tests were applied. Results: Clients had mean age was 30.5 ± 7.3 years. Regular use of FP service was significantly high among clients in Ismailia (57.4%). Clients currently using FPMs reached 92.8% (n=552). The majority of FPMs were received from MOHP facilities (84.8 %). Clients considered that a female doctor providing FPC was very important (60.8%). Three quarters of clients, (76.2%) were satisfied about the FPC service. Clients satisfaction was significantly highest among those who received service from MOHP physicians (78.2%). Conclusion: Three quarters of the interviewed clients in Cairo, Dakahlia, Ismailia and Minia were satisfied about the FPC service but there are areas where improvement of the quality of service could maximize clients satisfaction. CPI as judged by clients demonstrated a significant variation for each skill with the MOHP providers being significantly Better as compared to the private sector.