In recent years, the increasing number of organizations that have studied quality of care in international family planning (FP) programs demonstrates the importance the topic has acquired. To define quality of care in FP, the Bruce–Jain framework of six elements of care (choice of methods, information given to clients, technical competence, interpersonal relations, continuity and follow up, and appropriate constellation of services) have been used as the standard. However, what has been overlooked in this approach is the clients' perspectives of service quality. This study sought to narrow the gap in knowledge about the comparability and consistency in views between clients, providers, and researchers. Thus, this study’s main objective was to define the laypersons' and providers' dimensions of quality of care and compare them with the Bruce-Jain elements. The study was conducted in Kenya between July and September 1994. It was the first part of the Kenyan National Situation Analysis Study (conducted in 1995), and results will provide a guide in the methodology and formulation of the study instruments.
Ndhlovu, Lewis. 1995. "Quality of care in family planning service delivery in Kenya: Clients' and providers' perspectives." Africa OR/TA Project II Report. Nairobi: Population Council.
Africa OR/TA Project II