“I Got What I Came for”: A Qualitative Exploration into Family Planning Client Satisfaction in Dosso Region, Niger

Figures & data

Table 1 Qualitative Sample of Women Using FP Services by Background Characteristics and Reason for FP Visit in 6 Public Health Centers in Dosso Region, Niger

Characteristic	Number of New Users of FP	Number of Resupply Clients	Number of Restart Clients	Number of Other Reasons for Visit^a	Total N (%)
Age group
15–24	17	13	8	4	42 (42%)
25–39	5	34	4	3	46 (46%)
35+	1	10	1	0	12 (12%)
Education Level
None	14	23	2	3	42 (42%)
Koranic	3	12	4	2	21 (21%)
Adult/literate	1	1	1	0	3 (3%)
Primary	2	12	3	0	17 (17%)
Secondary+	3	9	3	2	17 (17%)
Marital status
Married	23	56	13	7	99 (99%)
Divorced	0	1	0	0	1 (1%)
Method received
Implant	4	2	2	0	8 (8%)
Injectable	13	37	7	1	58 (58%)
Oral pills	6	17	4	2	29 (29%)
No method	0	1	0	4	5 (5%)
Total, n (%)	23	57	13	7	100 (100%)

Note: ^aOther reasons include: switch methods (n=3), follow-up for problems (n=1), or to have their implant removed (n=3).

Table 2 Reported Visit Experience Attributes Among a Qualitative Sample of Women Using FP Services, by Reasons for FP Visit and Salience in Dosso Region, Niger

	New Users of FP (n, %)	Resupply Clients (n, %)	Restart Clients (n, %)	Other Reasons for Visit^a (n, %)	Total (n, %)
Treatment by the provider	16 (70%)	44 (77%)	10 (77%)	4 (57%)	74 (74%)
Content of the counseling	11 (48%)	28 (49%)	6 (46%)	3 (43%)	48 (48%)
Wait time	7 (30%)	25 (44%)	6 (46%)	3 (43%)	41 (41%)
FP commodity availability	6 (26%)	17 (30%)	4 (31%)	3 (43%)	30 (30%)
Privacy	2 (9%)	8 (14%)	5 (38%)	1 (14%)	16 (16%)
Cleanliness/infrastructure	2 (9%)	10 (18%)	2 (15%)	1 (14%)	15 (15%)
Visit processes and procedures	1 (4%)	10 (18%)	1 (8%)	0 (0%)	12 (12%)
Cost	2 (9%)	7 (12%)	0 (0%)	2 (29%)	11 (11%)
Opening hours	0 (0%)	6 (11%)	3 (23%)	0 (0%)	9 (9%)
Total, n	23	57	13	7	100

Notes: ^aOther reasons include: switch methods (n=3), follow-up for problems (n=1), or to have their implant removed (n=3); Note: respondents may report multiple visit attributes. The percentages reported are the percent of respondents in each type of FP visit category that reported each attribute.

Table 3 Satisfaction with FP Visit Among Women Using FP Services Based on 4-Point Likert Scale as Captured in the Quantitative Exit Interview Tool, Dosso Region, Niger (n=100)

Response	Open-Ended Sample (%)
Very satisfied	33.0
Satisfied	60.0
A little satisfied	5.0
Not at all satisfied	1.0
Refused	1.0
Total	100.0

Figure 1 Conceptual framework for client satisfaction.

Notes: Developed based on Niger findings and with insights from other frameworks that examine satisfaction of reproductive health services. Data from Alden et al,⁸ Murphy and Chakraborty,⁹ and Crow et al.¹⁰

Alden D, Do M, Bhawuk D. Client satisfaction with reproductive health--‐care quality: integrating business approaches to modeling and measurement. Soc Sci Med. 2004;59(11):2219‐32. doi:10.1016/j.socscimed.2004.03.026

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Murphy C, Chakraborty N. Understanding Client satisfaction and perceived quality of care within reproductive health services; 2013. Population Services International. Available from: https://www.psi.org/wp-content/uploads/2020/02/Understanding-Client-Satisfaction_PSI.pdf. Accessed September 02, 2021.

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Crow R, Gage H, Hampson S, et al. The measurement of satisfaction with healthcare: implications for practice from a systematic review of the literature. Health Technol Assess. 2002;6:32. doi:10.3310/hta6320

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