Construct | Indicator | Questions from qualitative tool used to create indicator |
---|---|---|
Domain: Refusal of 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. |
Domain: Non-private consultation | ||
 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? |
Domain: Poor client-centered care | ||
 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? | |
Domain: Non-dignified care | ||
 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)? |