Client-provider interaction: understanding client experience with family planning service providers through the mystery client approach in India

Figures & data

Figure 1. Quality of care components in client-provider interaction.

Table 1. Details of scripted mystery client scenarios.

	Scenario	Characteristics of MCs
1	Newly married woman A newly married woman aged 21 years who was living with her parents until now. Since she wishes to study further, she is considering delaying pregnancy. She recently started living with her husband and hence wants to use any FP method to delay childbirth for at least 1–2 years.	One young 21-year-old unmarried girl was selected to play the role of newly married women. The girl has a graduate degree.
2	Women seeking advice for spacing between births (a) A married woman aged 27 years who only has a one-year-old girl child. She wants some time to raise her daughter and wishes to use any method to delay the next birth.	Two married women aged 27 and 25 years were selected to play this role. They were educated and had their own children.
	(b) A 28-year-old married woman with two daughters aged 3 and 1 years. She wants to use a suitable modern FP method to delay the next birth.	This role was played by two married women aged 28 and 29 years. They were educated and had their own children.
3	Woman seeking advice for limiting births A 30-year-old woman who already has three children and does not want any more children. She is looking for a long-term/permanent method.	For this role two older married women were selected (age 30 and 35 years) who themselves had two children. The selected participants had completed their family size and personal experience of using family planning methods.

Table 2. Distribution of mystery client visits by type of health facility.

		Playing the role of:
Type of facility		A newly married woman	A woman seeking advice for spacing between births	A woman seeking advice for limiting births	Total
Public health facilities	District hospital	4	6	3	13
	PHC/CHC	7	12	6	25
Private clinics	At district and block	10	17	11	38
Total		21	35	20	76

Data availability statement

The data that support the findings of this study are available upon reasonable request to the authors.