CLIENT SATISFACTION ON FAMILY PLANNING SERVICES IN ADDIS ABABA: THE CASE OF SAINT PAUL’S HOSPITAL MILLENNIUM MEDICAL COLLEGE

Abstract

ABSTRACT Background: Family planning refers to a conscious effort by a couple to limit or space the number of children they have through the use of contraceptive methods. It saves the lives of women and children, improves the quality of life for all and reduces morbidity and mortality from pregnancy. Client satisfaction is the best indicator of quality service provision and has been found to correlate with continuity of care perceived by the client. There is a limited study conducted on client satisfaction with family planning services in the proposed study area. Objective: To assess the level of client satisfaction and associated factors on family planning services. Methods: Institutional based cross-sectional study was conducted to assess level of client satisfaction with family planning services from May 2023 to July 2023 in FP clinic services in Saint Paul’s Hospital Millennium Medical College, Addis Ababa, Ethiopia. The maximum sample size for this study was obtained using a single population proportion formula with an initial sample size of 384. Assuming 10% non-respondent rates the total sample size was 427 individuals. Data was collected by means of an exit interview conducted at the family planning clinic using structured interview questionnaires. The data was entered into Epi data version 3.1 and imported into SPSS (statistical software packages) version 26 for data cleaning and analysis. Result: the overall client satisfaction was 59.9%. Multivariate logistic regression showed that the likelihood of having client satisfaction for family planning services was significantly associated with client’s residence. Clients from urban area were three times more likely satisfied, AOR =2.602, [CI:1.335,5.073] compared with those who came from rural area and also clients who came from semi urban were 4 times more likely (AOR= 3.942, [ 95%CI, 1.592,9.762] satisfied , clients who found easy to get to the clinic/site were three times more likely [AOR=2.530[95%CI:1.462,4.378] satisfied compared to those who had not get easy to the clinic and clients who had nonverbal communication were two times more likely satisfied compared to their counters parts AOR=2.201[95%CI:1.045,4.637]. Conclusion: Being urban and semi urban residents, efficient working service, easy access to clinic sites, nonverbal communication availability, privacy ensured during consultation, and provision of adequate information on contraceptives side effect were significantly associated with satisfaction of clients with family planning services.