Table 1 Questions used to develop indicators of disrespectful care

 Refusal of services due to non-essential procedures

% of visits where the SCs did not receive method due to refusal of HIV test, TT vaccination or clinic was closed when it was supposed to be open

• Were you prescribed, given or referred for a method during this visit?

• If no, referred to field notes for reason.

 Client services are not provided with visual or auditory privacy

% of visits that took place in a group setting, or without visual and auditory privacy

• Did the provider talk to you about your family planning methods in a group or by yourself?

• If individual counseling, was the consultation conducted in an area where no one could see you and provider?

• If individual counseling, was the consultation conducted in an area where no one could hear your conversation?

 Incomplete family planning options given by provider(s)

% of visits where the provider did not mention any methods beyond what the SC requested (pills)

• Did the provider talk to you (or the group) about any contraceptive methods?

• If yes, what contraceptive method(s) did the provider talk with you about?

 Inaccurate information by provider(s)

Not measured through quantitative tool.

 Client unsupported in personal method choice

% of visits where the provider advocated for a method

• Did the provider talk to you (or the group) about any contraceptive methods?

• If yes, do you feel the provider advocated a specific method for you during the consultation?

% of visits where the provider did not ask client preference

• Did the provider talk to you (or the group) about any contraceptive methods?

• If yes, did the provider ask you about your preference in contraceptive methods?

 Poor listening and attention by provider(s)

% of visits where the provider did not greet SCs (or the group) respectfully

• Did the provider greet you (or the group) respectfully?

% of visits where the provider interrupted the SCs while speaking or interrupted consultation for other business

• Did the provider interrupt you while you were speaking?

• Did the provider interrupt the consultation to conduct other business?

 Clients experience humiliating treatment from providers or other health staff

% of visits where the provider SCs experienced humiliating treatment such as yelling, threatening, scolding, or being insulted

• Did provider raise their voice or yell at you?

• Did provider use a disparaging term to describe you?

• Did provider do anything else considered disrespectful or abusive?

• If yes, what did the provider say or do?

• Did the provider make any critical or judgmental comments about:

• The number of children you have? Or do not have?

• Your plans for whether you want to have more children and when?

• Your partner/marital status?

• The involvement of your partner in your family planning?

• Your sexual activity?

• The involvement of your parents?

• Your age in regards to accessing family planning?

• Your preferred method of contraceptives?

• Your physical appearance?

Judgement comments by staff

• At any point, did you feel unwelcome by other health facility staff?

• At any point, did other health facility staff make disrespectful or judgmental remarks to you or about you to others where you could overhear?

• If yes, what did the staff say or do?

 Clinic level barriers to care

% of visits where the SCs waited longer than one hour for services

• How long did you wait to be seen?

% of visits where the provider asked for additional money (informal payments)

• Did provider ask for additional money (informal payment)?

• Did any other health facility staff ask you for additional money (informal payment)?