Table 3 Proportion of consultations with disrespectful care total, and by adult and adolescent simulated clients (SCs)
Constructs | Indicators | Total % (95% CI) n = 222 | Adult SC % (95% CI) n = 111 | Adol. SC % (95% CI) n = 111 |
|---|---|---|---|---|
Refusal of care | ||||
 Refusal of services | % of consultations 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 | 12 (8, 17) | 12 (7, 19) | 12 (7, 19) |
Non-private consultations | ||||
 Client services are not provided with visual or auditory privacy | % of consultations that took place in a group setting, or without visual and auditory privacy | 59 (52, 67) N = 167a | 56 (45, 66) N = 81a | 63 (52, 72) N = 86a |
Poor client-centered care | ||||
 Incomplete family planning options given by provider(s) | % of consultations where the provider did not mention any methods beyond what the SC requested (pills) | 56 (49, 62) | 69 (60, 77) | 42 (34, 52) |
 Client unsupported in personal method choice | % of consultations where the provider advocated for a method during consultation | 5 (3, 9) | 4 (1, 9) | 7 (4, 14) |
% of consultations where the provider did not ask client preference | 57 (50, 63) | 69 (59, 77) | 45 (36, 55) | |
 Poor listening and attention by provider(s) | % of consultations where the provider did not greet SCs (or the group) respectfully | 28 (22, 34) | 31 (23, 40) | 24 (17, 33) |
% of consultations where the provider interrupted the SCs while speaking or interrupted consultation for other business | 20 (15, 26) | 22 (15, 30) | 18 (12, 26) | |
Non-dignified care | ||||
 Clients experience humiliating treatment from providers or other health staff | % of consultations where the provider SCs experienced humiliating treatment such as yelling, threatening, scolding, or being insulted | 18 (13, 23) | 18 (12, 26) | 17 (11, 25) |
Provider or other health staff raised voice/yelled at SCs | 6 (4, 10) | 8 (4, 15) | 5 (2, 11) | |
Provider or other health staff made judgmental comments about SC young age and use of family planning services | NA | 0 | 5 (2, 12) | |
Provider or other health staff expressed anger with the SCs refusal to comply with clinic procedures | 5 (3, 9) | 5 (2, 12) | 5 (2, 11) | |
 Clinic-level barriers to care | % of consultations where the SCs waited longer than one hour for services | 29 (23, 35) | 25 (18, 34) | 32 (24, 42) |
% of consultations where the provider asked for additional money | 0 | 0 | 0 | |
 Total | % of consultations where at least one of the above occurred | 95 (92, 97) | 97 (92, 99) | 93 (86, 96) |