INDICATORS

Quality Domain:

Information Provision

Sub-Domain:

Bidirectional communication

Definition:

Client felt comfortable expressing their needs, questions, and fears if they wanted to.

Purpose:

Quality abortion care requires a person-centered approach to services, this includes providing a respectful non-biased space for clients to communicate their needs and questions and to receive evidence-based and honest information in return.

Indicator Applicability:

Health Facilities

Pharmacies

Hotlines

Justification for Inclusion:

Statistical association with client outcomes

Quality Threshold:

A site is considered as meeting this indicator’s quality threshold if 90% of clients report that they felt comfortable expressing their needs, questions, and fears if they wanted.

Data Sources:

• For health facilities: Health Facility Client Exit Interview questions HF132
• For pharmacies: Pharmacy Client Exit Interview question PH127
• For hotlines: Hotline Client Exit Interview question HL123

Details:

For health facilities, pharmacies, and hotlines, the proportion of clients answered with response option 1 to question HF132/PH127/HL123