Assessing the Quality of Client-Provider Interaction in Family Planning Services through Mystery Client Approach in Uttar Pradesh and Bihar, India

Ankita Shukla , International Institute for Population Sciences (IIPS)

In the recognition of benefits of rights-based approach in family planning (FP) programs, client’s rights to informed choice and quality of care have become essential ingredients of FP-programs. The client-provider interaction is a critical component of quality of care. While several studies have assessed quality of care in FP services in India, very few have focused on the in-depth interaction that takes place between the client and the provider. This paper utilized mystery client approach to examine FP provider’s attitudes in the states of Uttar Pradesh and Bihar. Findings highlight that the time spent by the provider with clients was very short (2-5 mins), clients were informed one or two methods, rarely talked about side effects and providers seemed hesitant to suggest any other FP-method to newly married women, except condoms. We conclude that despite government priority, method information given to clients was very poor in these two states.

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 Presented in Session 10. Fertility, Family Planning, Sexual Behavior & Reproductive Health 2