Client satisfaction has been heralded as an important indicator of quality healthcare services. This study aimed to assess client satisfaction with contraceptive counselling services in public healthcare facilities in Northern Nigeria. A mixed-method design was employed for this study. A multistage
sampling technique was used to select 480 clients for the quantitative study and 48 of these clients for the qualitative component. Data was collected using an interview checklist and questionnaire adopted from Kim (1995). Information from Client Exit Interviews (CEI) was audiotaped for subsequent analysis. Data from CEI was transcribed in Hausa and then translated into English by a translation expert. The qualitative data was coded and analyzed using ATLAS.ti software.
Quantitative data was analyzed using SPSS version 23. Pearson correlation coefficient was used to test relationships between variables at a P-value of 0.05. The demographic characteristics showed that the majority of respondents were between 20 to 29 years (41%), married (100%), with nonformal
education (58%). Further findings revealed that the majority of respondents were unemployed (62%), Muslim (97.7%), and had a parity of 4-6 children (60%). Results indicated that the respondents’ level of satisfaction was very high (95.4%), with high satisfaction in waiting time (96%),
cost of services provided (99%), counselling sessions (93%), easy access to services (93%), and method choice and availability (96%). Statistical analysis revealed significant relationships between satisfaction levels and age (P=0.057), occupation (P=0.012), and parity (P=0.050). The qualitative
analysis identified four main themes: time, cost of services, distance, and follow-up, along with eight sub-themes including waste of time, transportation and service fees, satisfaction with explanations provided, and provider instructions regarding side effects and health complications. In conclusion, providing sufficient information during counselling and directing crucial information to meet clients’
unique needs is significant in improving client satisfaction
- AHMAD | A | . | ahmadamina89@gmail.com | 07063903228, HARUNA | J. | B. | jubrinbabangida11@gmail.com | 08136406132, ISMAILA | A. | W. | maigonawaziri@gmail.com | +234 7038 465 723, TUKUR | B. | M. | tukurbm@unimaid.edu.ng | 08065612550, MUSA | H. | A. | limaabdool78@gmail.com | 08035957780, KURE | MERCY | . | mercy@kasu.edu.ng | 080 6563 5768, BATURE | FATIMA | U. | fatimabature143@gmail.com | 08063166005
- Contraceptive counselling; Level of Satisfaction; Family planning
- ASSESSMENT OF CLIENT SATISFACTION WITH CONTRACEPTIVE
