Measuring Family Planning Service Quality Through Client Satisfaction Exit Interviews

International Family Planning Perspectives

Volumn 26, Issue 3, 2000, Pages 63-71

  Williams, Timothy ^a   Schutt Ainé, Jessie ^a   Cuca, Yvette ^a  

^a NONE

Author keywords

[No Author keywords available]

Indexed keywords

EID: 0346613981     PISSN: 01622749     EISSN: None     Source Type: Journal    
DOI: 10.2307/2648269     Document Type: Article

References (29)

1. Jain AK, Fertility reduction and the quality of family planning services, Studies in Family Planning, 1989, 20(1):1-16; Kumar S, Jain AK and Bruce J, Assessing the-Quality of Family Planning Services in Developing Countries, Programs Division Working Papers, New York; Population Council, 1989, No. 2; Bruce J, Fundamental elements of the quality of care: a simple framework, Studies in Family Planning, 1990, 21(2):61-91; Huntington D et al., Assessing the relation between the quality of care and the utilization of family planning services in Côte d'Ivoire, paper presented at the annual meeting of the American Public Health Association, Washington, DC, Nov. 8-12, 1992; and Mensch B, Arends-Kuenning M and Jain A, The impact of the quality of family planning services on contraceptive use in Peru, Studies in Family Planning, 1996, 27(2):59-75.
2. Jain AK, Fertility reduction and the quality of family planning services, Studies in Family Planning, 1989, 20(1):1-16; Kumar S, Jain AK and Bruce J, Assessing the-Quality of Family Planning Services in Developing Countries, Programs Division Working Papers, New York; Population Council, 1989, No. 2; Bruce J, Fundamental elements of the quality of care: a simple framework, Studies in Family Planning, 1990, 21(2):61-91; Huntington D et al., Assessing the relation between the quality of care and the utilization of family planning services in Côte d'Ivoire, paper presented at the annual meeting of the American Public Health Association, Washington, DC, Nov. 8-12, 1992; and Mensch B, Arends-Kuenning M and Jain A, The impact of the quality of family planning services on contraceptive use in Peru, Studies in Family Planning, 1996, 27(2):59-75.
3. Jain AK, Fertility reduction and the quality of family planning services, Studies in Family Planning, 1989, 20(1):1-16; Kumar S, Jain AK and Bruce J, Assessing the-Quality of Family Planning Services in Developing Countries, Programs Division Working Papers, New York; Population Council, 1989, No. 2; Bruce J, Fundamental elements of the quality of care: a simple framework, Studies in Family Planning, 1990, 21(2):61-91; Huntington D et al., Assessing the relation between the quality of care and the utilization of family planning services in Côte d'Ivoire, paper presented at the annual meeting of the American Public Health Association, Washington, DC, Nov. 8-12, 1992; and Mensch B, Arends-Kuenning M and Jain A, The impact of the quality of family planning services on contraceptive use in Peru, Studies in Family Planning, 1996, 27(2):59-75.
4. Jain AK, Fertility reduction and the quality of family planning services, Studies in Family Planning, 1989, 20(1):1-16; Kumar S, Jain AK and Bruce J, Assessing the-Quality of Family Planning Services in Developing Countries, Programs Division Working Papers, New York; Population Council, 1989, No. 2; Bruce J, Fundamental elements of the quality of care: a simple framework, Studies in Family Planning, 1990, 21(2):61-91; Huntington D et al., Assessing the relation between the quality of care and the utilization of family planning services in Côte d'Ivoire, paper presented at the annual meeting of the American Public Health Association, Washington, DC, Nov. 8-12, 1992; and Mensch B, Arends-Kuenning M and Jain A, The impact of the quality of family planning services on contraceptive use in Peru, Studies in Family Planning, 1996, 27(2):59-75.
5. Jain AK, Fertility reduction and the quality of family planning services, Studies in Family Planning, 1989, 20(1):1-16; Kumar S, Jain AK and Bruce J, Assessing the-Quality of Family Planning Services in Developing Countries, Programs Division Working Papers, New York; Population Council, 1989, No. 2; Bruce J, Fundamental elements of the quality of care: a simple framework, Studies in Family Planning, 1990, 21(2):61-91; Huntington D et al., Assessing the relation between the quality of care and the utilization of family planning services in Côte d'Ivoire, paper presented at the annual meeting of the American Public Health Association, Washington, DC, Nov. 8-12, 1992; and Mensch B, Arends-Kuenning M and Jain A, The impact of the quality of family planning services on contraceptive use in Peru, Studies in Family Planning, 1996, 27(2):59-75.
6. Davidow WH and Uttal B, Total Customer Service, New York: Harper Perennial, 1989; Creech B, The Five Pillars of TQM, New York: Truman Talley Books/Dutton, 1994; and Barsky JD, World-Class Customer Satisfaction, New York: Richard D. Irwin, 1995.
7. Davidow WH and Uttal B, Total Customer Service, New York: Harper Perennial, 1989; Creech B, The Five Pillars of TQM, New York: Truman Talley Books/Dutton, 1994; and Barsky JD, World-Class Customer Satisfaction, New York: Richard D. Irwin, 1995.
8. Davidow WH and Uttal B, Total Customer Service, New York: Harper Perennial, 1989; Creech B, The Five Pillars of TQM, New York: Truman Talley Books/Dutton, 1994; and Barsky JD, World-Class Customer Satisfaction, New York: Richard D. Irwin, 1995.
9. Hardee K and Gould BJ, A process for quality improvement in family planning services, International Family Planning Perspectives, 1993, 19(4):147-152; Management Sciences for Health (MSH), Using CQI to strengthen family planning programs, The Family Planning Manager, 1993, II(1):1-20; and Williams T and Townsend M, Sustainability: what it means and how to evaluate it-preliminary results from IPPF WHR's Transition Project, paper presented at the annual meeting of the American Public Health Association, Washington, DC, Oct. 30-Nov. 3, 1994.
10. Hardee K and Gould BJ, A process for quality improvement in family planning services, International Family Planning Perspectives, 1993, 19(4):147-152; Management Sciences for Health (MSH), Using CQI to strengthen family planning programs, The Family Planning Manager, 1993, II(1):1-20; and Williams T and Townsend M, Sustainability: what it means and how to evaluate it-preliminary results from IPPF WHR's Transition Project, paper presented at the annual meeting of the American Public Health Association, Washington, DC, Oct. 30-Nov. 3, 1994.
11. Hardee K and Gould BJ, A process for quality improvement in family planning services, International Family Planning Perspectives, 1993, 19(4):147-152; Management Sciences for Health (MSH), Using CQI to strengthen family planning programs, The Family Planning Manager, 1993, II(1):1-20; and Williams T and Townsend M, Sustainability: what it means and how to evaluate it-preliminary results from IPPF WHR's Transition Project, paper presented at the annual meeting of the American Public Health Association, Washington, DC, Oct. 30-Nov. 3, 1994.
12. Bruce J, 1990, op. cit. (see reference 1).
13. Fisher A et al., Guidelines and Instruments for a Family Planning Situation Analysis Study, New York: Population Council, 1992.
14. Measure Evaluation Project and the Monitoring and Evaluation Subcommittee of the Maximizing Access and Quality (MAQ) Initiative, Quick Investigation of Quality (QIQ): A User's Guide for Monitoring Quality of Care, University of North Carolina, Chapel Hill, NC, USA: Carolina Population Center, Feb. 18, 2000.
15. AVSC International, COPE: Client-Oriented Provider-Efficient Services, New York: AVSC International, 1995.
16. MSH, 1993, op. cit. (see reference 3).
17. Barsky JD, 1995, op. cit. (see reference 2).
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19. Avis M, Bond M and Arthur A, Questioning patient satisfaction: an empirical investigation in two outpatient clinics, Social Science and Medicine, 1997, 44(1):85-92; Kenny D, Determinants of patient satisfaction with the medical consultation, Psychology and Health, 1995, 10(5):427-437; and Simmons R and Elias C, The study of client-provider interactions: a review of methodological issues, Studies in Family Planning, 1994, 25(1):1-17.
20. Avis M, Bond M and Arthur A, Questioning patient satisfaction: an empirical investigation in two outpatient clinics, Social Science and Medicine, 1997, 44(1):85-92; Kenny D, Determinants of patient satisfaction with the medical consultation, Psychology and Health, 1995, 10(5):427-437; and Simmons R and Elias C, The study of client-provider interactions: a review of methodological issues, Studies in Family Planning, 1994, 25(1):1-17.
21. Avis M, Bond M and Arthur A, Questioning patient satisfaction: an empirical investigation in two outpatient clinics, Social Science and Medicine, 1997, 44(1):85-92; Kenny D, Determinants of patient satisfaction with the medical consultation, Psychology and Health, 1995, 10(5):427-437; and Simmons R and Elias C, The study of client-provider interactions: a review of methodological issues, Studies in Family Planning, 1994, 25(1):1-17.
22. Brown L et al., Quality of care in family planning services in Morocco, Studies in Family Planning, 1995, 26(3):154-168; and Avis M, Bond M and Arthur A, 1997, op. cit. (see reference 11).
23. Brown L et al., Quality of care in family planning services in Morocco, Studies in Family Planning, 1995, 26(3):154-168; and Avis M, Bond M and Arthur A, 1997, op. cit. (see reference 11).
24. Bertrand JT et al., Access, quality of care and medical barriers in family planning programs, International Family Planning Perspectives, 1995, 21(2):64-69 & 74.
25. Williams T, Cuca Y and Schutt-Ainé J, Client Satisfaction Surveys for Improved Family Planning Service: A User's Manual, New York: International Planned Parenthood Federation, Western Hemisphere Region, 1998.
26. Hull VJ, Improving Quality of Care in Family Planning: How Far Have We Come? South and East Asia Regional Working Paper, New York: Population Council, 1996, No. 5.
27. Simmons R and Elias C, 1994, op. cit. (see reference 11); and Avis M, Bond M and Arthur A, 1997, op. cit. (see reference 11).
28. Simmons R and Elias C, 1994, op. cit. (see reference 11); and Avis M, Bond M and Arthur A, 1997, op. cit. (see reference 11).
29. Kenny D, 1995, op. cit. (see reference 11).