Abstract:
Background: Client satisfaction is considered as one of the desired outcomes of health care
and it is directly related with utilization of health services. Contraceptive discontinuation for
quality related reasons is relatively common event in all countries. Within a year of starting
use of a method, between 9% and 34% of women stop using contraception for reasons
related to the quality of the service.
Objective: The objective of this study was to assess clients’ satisfaction with family planning
services and associated factors in public health facilities in Hossana Town, South Ethiopia.
Methods: Facility-based cross-sectional study that involved an exit interview was conducted
from February to March 2014 in public health facilities in Hossana town. The data were
collected from 324 respondents selected by systematic sampling technique using pre-tested
structured interviewer administered questionnaire. Descriptive statistics, bivariate analysis
and multivariable logistic regression analyses were employed to identify factors associated
with satisfaction.
Results: Of the total 324 study subjects, 75.3% of the respondents were reported as they were
satisfied with services they received. In multivariable analysis, satisfaction of clients was
higher for those women who reported their waiting time to be 30 minute and less (AOR=5.5
[95%CI=1.918, 15.77]), those for whom privacy was ensured during exams and procedures
(AOR=5.08 [95%CI=2.270, 11.387]), told how to use the method (AOR=3.431[1.206,
9.761]), had history of unintended pregnancy (AOR 2.803[1.058, 7.426]), repeat users
(AOR=3.041[1.37, 6.737]), perceived convenient opening hours (AOR=
4.730[1.217,18.383]) and lower for those women who perceived health Facilities not clean
(AOR= 0.192[.056, .658]) and those who had experienced methods side effect (AOR=0.280
[95%CI= [.121, .645].
Conclusion and recommendations: This study revealed that clients’ satisfaction with family
planning service was 75.3%. Improving information provision and proper handling of clients
was recommended. It is suggested that creating mechanism to reduce long waiting time can
improve client satisfaction.
