Clients satisfaction with family planning services and associated factors among family planning users in Hossana Town Public Health Facilities, South Ethiopia: Facility-based cross-sectional study

Abstract

Client satisfaction is considered as one of the desired outcomes of health care and it is directly related with utilization of health services. It reflects the gap between the expected and the experience of the service from the client’s point of view. The objective of this study was to assess clients’ satisfaction with family planning services and associated factors. Facility-based cross-sectional study that involved an exit interview was conducted from February to March, 2014 in public health facilities in Hossana town. The data were collected from 324 respondents selected by systematic sampling technique using pre-tested structured interviewer administered questionnaire. Of the total of 324 study subjects, 75.3% of the respondents reported that they were satisfied with services they received. In multivariate analysis, satisfaction of clients was higher for women who reported their waiting time to be 30 min and less (AOR=5.5 [95% CI=1.918, 15.77]), for those whom privacy was ensured during exams and procedures (AOR=5.08 [95%CI=2.270, 11.387]), told how to use the method (AOR=3.431[1.206, 9.761]), had history of unintended pregnancy (AOR 2.803[1.058, 7.426]), repeat users (AOR=3.041[1.37, 6.737]), convenient opening hours (AOR= 4.730[1.217, 18.383]) and lower for those women who perceived health facilities not clean (AOR= 0.192[0.056, 0.658]) and those who had experienced methods side effect (AOR=0.280 [95%CI= [.121, 0.645]. This study revealed that clients’ satisfaction with family planning service was low. The frequency of visit, waiting time, cleanness of health facilities, history of side effect, history of unintended pregnancy, and information on how to use methods, privacy during examination and procedure and convenience of opening hour were the predictors of client satisfaction. Key words: Family planning, client satisfaction, Hossana town.