Measuring client satisfaction and the quality of family planning services: A comparative analysis of public and private health facilities in Tanzania, Kenya and Ghana

Hutchinson, Paul L; Do, Mai; Agha, Sohail

doi:10.1186/1472-6963-11-203

Table 11 Factors Associated with Client Satisfaction (multivariate analysis) (Coefficient and standard error)

From: Measuring client satisfaction and the quality of family planning services: A comparative analysis of public and private health facilities in Tanzania, Kenya and Ghana

	Ghana				Kenya				Tanzania
	Hospital		Clinic		Hospital		Clinic		Hospital		Clinic
Independent Variables	No problems	Index of satisfaction	No problems	Index of satisfaction	No problems	Index of satisfaction	No problems	Index of satisfaction	No problems	Index of satisfaction	No problems	Index of satisfaction
FACILITY CHARACTERISTICS
NGO	0.4178	0.3034*	0.7329**	0.2128	0.4955	0.2300	0.4952	0.6930***	-0.4634	0.0566	2.4378*	1.1462*
	0.231	0.014	0.002	0.149	0.178	0.099	0.119	0.000	0.108	0.760	0.029	0.014
Urban					0.027	0.0382	-0.8547	-0.8163*
					0.967	0.91	0.19	0.013
Log (catchment pop)	0.4741	0.1487	0.1633	-0.1145	-0.0402	-0.0439	-0.0101	-0.0563	0.0933	-0.0037	-0.1155	-0.0689
	0.051	0.194	0.534	0.369	0.675	0.48	0.952	0.561	0.268	0.95	0.265	0.278
STRUCTURE
Facility inventory	-0.0166	-0.0337	0.0993	0.0345	-0.0956	-0.0549	0.1234	0.1243**	0.1091*	0.0628*	-0.0587	-0.0129
	0.865	0.429	0.053	0.199	0.117	0.117	0.125	0.005	0.022	0.048	0.11	0.577
Trained provider present 24 hours		-0.219	-0.0696	-0.0488	0.2186	-0.1617	0.7691*	0.0377	0.034	0.176	0.1819	0.1041
		0.262	0.703	0.703	0.518	0.548	0.038	0.841	0.967	0.74	0.309	0.373
Supervisory visit in last 6 months	-1.1562*	-0.3568	-0.1475	-0.0381	-0.3477	-0.3453*	-1.4670*	-0.1202
	0.028	0.057	0.580	0.789	0.260	0.033	0.042	0.736
Number of staff					0.0018	0.0011	0.0015	0.0018	-0.0004	0.0001	0.0171	0.0077
					0.070	0.179	0.611	0.18	0.742	0.911	0.178	0.213
Number of days FP offered	0.4559*	-0.0724	0.0512	-0.0475	0.0479	-0.0531	0.0267	-0.1272	-0.4142	0.0081	0.0953	0.0085
	0.049	0.629	0.380	0.126	0.841	0.606	0.885	0.219	0.124	0.957	0.295	0.886
System of quality assurance	-0.0946	0.0541	0.0457	-0.0835	-0.049	0.0566	0.0415	-0.1356	0.0086	0.3349	0.1257	0.0177
	0.751	0.696	0.834	0.517	0.83	0.700	0.874	0.331	0.979	0.225	0.424	0.84
Total FP methods offered	0.016	0.0255	-0.0587	-0.0011	-0.0413	-0.0839*	-0.2152	0.0606	0.0781	0.0239	0.095	0.1195
	0.861	0.486	0.289	0.977	0.478	0.023	0.079	0.294	0.248	0.582	0.222	0.085
Protocols on FP followed	-0.069	0.0495	-0.0117	-0.0297	0.0839	0.1239	-0.2139	-0.0046	0.0531	0.0086	0.1396	0.1376**
	0.563	0.489	0.885	0.623	0.418	0.067	0.154	0.955	0.641	0.900	0.055	0.001
FP client record maintained		0.0612	0.2400	0.0341	-0.2400	-0.3421*	1.1700**	0.3688	0.1208	-0.0803	-0.1319	-0.1831
		0.936	0.511	0.831	0.455	0.022	0.002	0.064	0.756	0.619	0.611	0.187
Quality stock inventory	0.4317*	-0.0026	-0.0481	0.121	-0.0622	-0.0477	0.2252	0.1147	0.0298	0.0753	0.0288	-0.0095
	0.014	0.970	0.655	0.115	0.800	0.716	0.447	0.572	0.88	0.656	0.862	0.926
Number trained					-0.0589	-0.1385**	0.2183	-0.0317
					0.352	0.004	0.099	0.648
PROCESS
Visual & auditory privacy ensured	0.0516	-0.1216	-0.176	0.0373	-0.1143	-0.0926	0.3986	0.0989	-0.0104	0.3347	0.0693	0.1567
	0.891	0.603	0.437	0.824	0.61	0.626	0.286	0.656	0.984	0.433	0.727	0.255
No. of repro health and phys exam	0.0279	0.013	0.0203	0.0308*	0.0273	0.0431*	0.1418**	0.0268	-0.0251	-0.0227	0.0133	0.0222
elements performed	0.310	0.23	0.366	0.05	0.247	0.012	0.003	0.307	0.352	0.234	0.565	0.117
Client concerns noted	0.4387	0.0519	-0.0547	-0.1181	-0.0791	0.0142	0.2557	0.0177	-0.1051	-0.1891	-0.2422	-0.0059
	0.082	0.604	0.764	0.369	0.716	0.917	0.511	0.932	0.647	0.166	0.175	0.961
Confidentiality assured	-0.0883	0.1231	0.0516	-0.1013	0.373	0.4389**	0.4255	-0.0138	0.4644	0.2149	-0.1702	-0.071
	0.773	0.385	0.785	0.466	0.063	0.002	0.133	0.926	0.094	0.139	0.310	0.505
Client told about side effects	-0.0864	0.0104	0.442	0.5430**	-0.1149	-0.072	-0.2877	-0.0759
	0.773	0.945	0.055	0.005	0.512	0.48	0.502	0.71
Injectable method prescribed	0.1259	0.149	0.2749	0.3884*	0.0921	-0.113	0.0998	-0.2611	0.5246**	0.3512*	0.0821	0.1483
	0.618	0.264	0.135	0.032	0.668	0.271	0.785	0.174	0.002	0.036	0.560	0.142
Waiting time	-0.0048*	-0.0021*	-0.009***	-0.0037**	-0.008***	-0.004***	-0.011***	-0.003	-0.007***	-0.0030***	0.0406	0.0237**
	0.019	0.042	0.000	0.001	0.000	0.000	0.000	0.090	0.000	0.000	0.096	0.008
CLIENT CHARACTERISTICS
Age	0.0003	0.0134	0.0029	0.0036	0.0027	-0.0058	-0.0188	-0.0219	-0.0358	-0.0002	-0.0048	-0.0019
	0.988	0.294	0.788	0.446	0.839	0.468	0.402	0.159	0.074	0.987	0.604	0.732
Primary school educ	0.5967*	0.0369	-0.1207	0.3034*	-0.1155	-0.0878	-0.2297	-0.1586	-0.0238	-0.0342	-0.0602	0.0201
	0.019	0.798	0.563	0.033	0.293	0.186	0.263	0.237	0.820	0.695	0.463	0.726
Secondary school educ.	0.8252**	0.0824	-0.1366	0.2054
	0.002	0.587	0.380	0.086
Intercept	-4.5372*	-0.3599	-1.6069	-0.7146	1.8286	3.1225***	-0.675	0.5066	0.2395	-1.4728	-2.2200	-1.9172
	0.042	0.597	0.204	0.260	0.288	0.001	0.755	0.710	0.913	0.314	0.272	0.059
N	197	204	407	407	390	390	208	208	322	322	450	450
r2		0.1158		0.1735		0.2579		0.2372		0.1653		0.0825
F	2.1151	.	2.879	1.2948	6.3419	14.0259	3.9912	2.7142	2.1756	4.4956	1.3143	1.1052

* p < 0.05, ** p < 0.01, *** p < 0.001

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ISSN: 1472-6963

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