INDICATORS

Quality Domain:

Information Provision

Sub-Domain:

Client understanding

Definition:

Clients understand what to expect during each step of their visit/call

Purpose:

Quality abortion care requires a person-centered approach to services; ensuring client understanding of what to expect throughout their abortion visit/call will contribute to preparedness and build trust in the provider-client relationship.

Indicator Applicability:

Health Facilities

Pharmacies

Hotlines

Justification for Inclusion:

Statistical association with client outcomes

Quality Threshold:

A point of service is considered as meeting this indicator’s quality threshold if 100% of clients report feeling as if they understood what to expect during each step of their visit/call.

Data Sources:

• For health facilities: Health Facility Client Exit Interview question HF119
• For pharmacies: Pharmacy Client Exit Interview question PH114
• For hotlines: Hotline Client Exit Interview question HL114

Details:

For health facilities, pharmacies, and hotlines, the proportion responding with response option 1 to question HF119/PH114/HL114.