Client-Provider Interactions in Family Planning Service Delivery: The Correspondence between Provider and Client Expectations of Treatment

Susan E. Adamchak, Family Health International
Harriet Birungi, Population Council
Federico Leon, Population Council
Laila Naiwar, Population Council

Many reproductive health programs suffer from poor quality services, in which women obtain insufficient information and support to use family planning well, and providers lack motivation to improve client-provider interactions. Research in Egypt, Peru and Uganda tests the feasibility and effectiveness of interventions to improve women's experiences with family planning. The research assumes that process and content of consultations affect clients' satisfaction and behavior. But, do providers and clients share the same view of what is essential and desirable during interactions? Do both providers and clients think it appropriate that clients ask questions? Agree on the type and amount of information conveyed? Have similar expectations about the degree of formality with which the session is conducted? Baseline and post-intervention data collection include provider and client interviews. Comparable questions asked of providers and clients allow us to assess the congruence in their expectations and to measure clients' satisfaction with their consultation.