Does quality matter? An analysis of two-family planning delivery models on quality of care and client satisfaction of services provided in the private sector in Kajiado County, Kenya

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Article (peer-reviewed)

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There is evidence that good quality family planning (FP) services increases utilization. This was a facility-based mixed-method to compare the quality of care in the social franchised and non-franchised private health facilities in Kajiado County, Kenya. Quantitative data were collected from 586 FP clients' exit interviews and a facility inventory in 32 health facilities. Additionally, qualitative interviews were conducted with FP users and providers. The outcome variable was client satisfaction. Logistic regression findings show that clients in a social franchise were 2.2 times more satisfied than a non-franchise facility(p=0.03). Social franchises had higher numbers of trained providers on FP (p=0.019) and low contraceptive stock-outs. The satisfied clients had shorter waiting time (p=0.002) and clients with high school education were less likely to be satisfied (Adjusted Odds Ratio = 0.44, p=0.001). Improving contraceptives availability, health provider training and reducing clients' waiting time will increase client satisfaction and thus increase FP use.