CLIENT SATISFACTION AND QUALITY OF FAMILY PLANNING SERVICES: A COMPARATIVE STUDY OF PUBLIC AND PRIVATE FACILITIES IN LAGOS, NIGERIA

C. F. Udom; I. P. Okafor; A. O. Abiola

C. F. Udom Department of Community Health & Primary Care, College of Medicine, University of Lagos, Nigeria.
I. P. Okafor University of Lagos, Nigeria
A. O. Abiola University of Lagos, Nigeria

Keywords: Client satisfaction, Quality of care, Family Planning, Nigeria

Abstract

Client satisfaction and quality of care of family planning services affect contraceptive uptake and continued usage of method. The study aimed to determine and compare client satisfaction with quality of family planning services between public and private health facilities in an urban area of Lagos, Nigeria.

A cross sectional study was carried out among consecutively recruited 240 women accessing family planning services in July 2013 at public and private health facilities (120 per facility). Data collection was done with exit interview, client-provider interaction and facility audit questionnaires from measure evaluation. Data was analyzed with epi-info and level of significance was set at 5% (p<0.05).

Major findings include: (public vs private) mean age was 35.55.5 years vs 37.97.5 years; mean waiting time (minutes), 24.811.7 vs 48.717.8 (p<0.001). Statistically significant differences were observed in perceived long waiting time, (12.5%, 15/120) vs (30%, 36/120) (p<0.001); active participation, (95.8%, 115/120) vs (100%, 120/120) (p=0.020); client received method of choice, (66.3%, 56/80) vs (72.3, 60/83) (p=0.010). Overall, private provider clients were better satisfied with services (93%, 112/120) than clients in the public facility (88%, 105/120) (p <0.001).

The private provider clients were better satisfied with services. Training of public providers on interpersonal relationship, counseling and communication skills is recommended. Private providers should implement strategies to reduce waiting time