Acceptability as a key determinant of client satisfaction: lessons from an evaluation of adolescent friendly health services in Mongolia

The Journal of Adolescent Health : Official Publication of the Society for Adolescent Medicine
Tugsdelger SovdSemira Manaseki-Holland

Abstract

The primary focus of this study is to investigate which characteristics of health service quality are most likely to determine client satisfaction with health services among adolescents in Mongolia. Data were gathered from 1301 male and female clients. Exit interviews were used to measure client satisfaction; 82 clinics were visited. All clients between the ages of 10 and 19 years were asked to participate in the client exit interview; those who agreed to participate completed the questionnaire. Bivariate and multivariate analyses were conducted to determine significant associations between service satisfaction and the independent variables. All variables showing a significant bivariate association with service satisfaction (p < or = .05) were retained for logistic regression analyses. The strongest determinant to client satisfaction related to acceptability: adequate facility physical environment, receiving adequate information about the facility, and if the facility was private (i.e., other people didn't know the services the client received). Additionally, clients who said they received some interruptions, either by other health workers or clients, were significantly less likely to be satisfied with the services. This study ...Continue Reading

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Apr 16, 2014·BMC Health Services Research·Pamela M GodiaNynke van den Broek
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Mar 29, 2018·BMC Health Services Research·Amanda MazurMartha J Decker

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