Indian Journal of Public Health Research & Development

Open Access Open Access  Restricted Access Subscription Access
Open Access Open Access Open Access  Restricted Access Restricted Access Subscription Access

Determinants of Youth Friendly Services Influencing Client Satisfaction: a Study of Client's Perspectives in India


Affiliations
1 MAMTA Health Institute for Mother and Child, New Delhi, India
2 MAMTA Health Institute for Mother and Child, B-5, Greater Kailash Enclave II, New Delhi, India
     

   Subscribe/Renew Journal


Study analyzes key determinants of Youth Friendly Health Services that influence the client's satisfaction level. Data from 120 clients were collected from selected four districts of Uttar Pradesh and Bihar States of India. Multivariate logistic regression model was applied to understand the independent effect of important predictors. Overall only 32.0% clients were satisfied with the services. Positive association is observed with the educational status of the clients. If the parents/guardians are supportive, clients are 4.4 times more likely to get overall satisfaction from the services. 92% clients are less likely to get satisfied, if there is a fear of privacy disclosure to parents. Hence, privacy and confidentiality in services and support of parents/guardians play a significant role in affecting client satisfaction as compared to other determinants of the services. Study will enable decision-makers to improve the quality of health care effectively, keeping a balance between providers' and clients' perspectives.

Keywords

Youth, Reproductive Health, Satisfaction, Health Services
Subscription Login to verify subscription
User
Notifications
Font Size


  • National Commission for Human Development (NCHD), WHO. Health Services for Adolescents: the Way Forward in Mongolia. Review of Existing Health Services for Adolescents. Ulaanbaatar, Mongolia: NCHD, WHO, 2002.

  • Implementation Guideline on RCH II, May, 2006. “Adolescent Reproductive Sexual Health Strategy” for State and District Programme Managers, NRHM, Ministry of Health & Family welfare, Government of India.

  • Andaleeb SS: Service quality perceptions and patient satisfaction: a study of hospitals in a developing country. Soc Sci Med 2001, 52:1359- 1370.

  • Myburgh NG, Solanki GC, Smith MJ, Lalloo R: Patient satisfaction with health care providers in South Africa: the influences of race and socioeconomic status. Int J Qual Health Care 2005, 17 (6):473-7.

  • Langseth P, Langan P, Talierco R: Service delivery survey (SDS): a management tool. The Economic Development Institute of the World Bank; 1995.

  • WHO: World health report: health systems improving performance. Geneva, Switzerland; 2000.

  • Mauerhofer, A, Bertchold, A, Akré, C., Michaud, PA, and Suris, JS, 2010. “Female adolescents’ views on a youth-friendly clinic”. SWISS MED WKLY 2010; 140 (1–2): 18–23· www.smw.ch.

  • Ginsburg KR, Menapace AS, Slap GB. Factors affecting the decision to seek health care: the voice of adolescents. Pediatrics. 1997; 100 (6): 922–30.

  • Kapphahn CJ, Wilson KM, Klein JD. Adolescent girls’ and boys’ preferences for provider gender and confidentiality in their health care. J Adolesc Health. 1999; 25(2):131–42.

  • Rutishauser C, Esslinger A, Bond L, Sennhauser FH. Consultations with adolescents: the gap between their expectations and their experiences. Acta Paediatr. 2003; 92(11):1322–6.

  • Farrant B, Watson PD. Health care delivery: perspectives of young people with chronic illness and their parents. J Paediatr. Child Health. 2004; 40(4):175–9.

  • MAMTA Health Institute for Mother and Child. www.mamta-himc.org.

  • Calnan M. Towards a conceptual framework for lay evaluation of health care. Social Science and Medicine, 1988, 27: 927–933.

  • Fitzpatrick R. Surveys of patient satisfaction: I. Important general considerations. British Medical Journal, 1991, 302: 1129–1132.

  • Transgrud R. Adolescent Reproductive Health in East and Southern Africa: Building Experience, Four Case Studies: A Report Prepared for the Regional Adolescent RH Network. Nairobi, Kenya: Family Care International, 1998.

  • Bender S. Attitudes of Icelandic young people toward sexual and reproductive health services. Fam Plann Perspect 1999;31:294 –301.

  • Ginsburg K, Slap G, Cnann A, et al. Adolescents’ perceptions of factors affecting their decisions to seek health care. JAMA 1995; 273(24):1913– 8.

  • Tugsdelger Sovd, Kristin Mmari, Varja Lipovsek and Semira Manaseki-Holland. Acceptability as a key determinant of client satisfaction: lessons from an evaluation of AFHS in Mongolia. Journal of Adolescent Health. 2006; 38, 519–526.

  • WHO. Global consultation on adolescent health services a consensus statement. Geneva: Department of Child and Adolescent Health and Development, WHO, 2001.

  • Sanci LA, Sawyer SM, Kang MS, Haller DM, Patton GC. Confidential health care for adolescents: reconciling clinical evidence with family values. Med J Aust 2005; 183: 410–14.

  • WHO. Adolescent friendly health services: an agenda for change. Geneva: WHO, 2002.

  • Gleeson C, Robinson M, Neal R. A review of teenager’s perceived needs and access to primary health care: implications for health services. Prim Health Care Res Dev 2002; 3: 184–93.

  • Elster AB, Marcell AV. Health care of adolescent males: overview, rationale, and recommendations. Adolesc Med 2003; 14: 525–40.

  • Gans JE, McManus MA, Newacheck PW. Adolescent Health Care: Use, Costs and Problems of Access. [Profiles of Adolescent Health Series, v. 2]. Chicago, IL: American Medical Association, 1991.

  • Marks A, Malizio J. Hoch J. et al. Assessment of health needs and willingness to utilize health care resources of adolescents in a suburban population. J Pediatr 1983;102:456-460.

  • Resnick MD, Litman TJ, Blum RW. Physicians’ attitudes toward confidentiality of treatment for adolescents: findings from the upper Midwest regional survey. J Adolesc Health 1992; 13:616- 612.

  • Brian W. Patient satisfaction: a valid concept? Social Science and Medicine, 1994, 38: 509–516.

  • Jorge Mendoza Aldana, Helga Piechulek, and Ahmed Al-Sabir. Client satisfaction and quality of health care in rural Bangladesh. Bulletin of the WHO, 2001, 79 (6).


Abstract Views: 724

PDF Views: 0




  • Determinants of Youth Friendly Services Influencing Client Satisfaction: a Study of Client's Perspectives in India

Abstract Views: 724  |  PDF Views: 0

Authors

Sunil Mehra
MAMTA Health Institute for Mother and Child, New Delhi, India
Ruchi Sogarwal
MAMTA Health Institute for Mother and Child, B-5, Greater Kailash Enclave II, New Delhi, India
Vandana Nair
MAMTA Health Institute for Mother and Child, New Delhi, India
Mahasweta Satpati
MAMTA Health Institute for Mother and Child, New Delhi, India
Ramanand Tiwari
MAMTA Health Institute for Mother and Child, New Delhi, India
Kaushlendra Dwivedi
MAMTA Health Institute for Mother and Child, New Delhi, India

Abstract


Study analyzes key determinants of Youth Friendly Health Services that influence the client's satisfaction level. Data from 120 clients were collected from selected four districts of Uttar Pradesh and Bihar States of India. Multivariate logistic regression model was applied to understand the independent effect of important predictors. Overall only 32.0% clients were satisfied with the services. Positive association is observed with the educational status of the clients. If the parents/guardians are supportive, clients are 4.4 times more likely to get overall satisfaction from the services. 92% clients are less likely to get satisfied, if there is a fear of privacy disclosure to parents. Hence, privacy and confidentiality in services and support of parents/guardians play a significant role in affecting client satisfaction as compared to other determinants of the services. Study will enable decision-makers to improve the quality of health care effectively, keeping a balance between providers' and clients' perspectives.

Keywords


Youth, Reproductive Health, Satisfaction, Health Services

References