INDICATORS

Quality Domain:

Information Provision

Sub-Domain:

Bidirectional communication

Definition:

Clients felt they had all of their questions answered.

Purpose:

Quality abortion care requires a person-centered approach to services; clients reporting that they had their questions answered suggests effective communication from the site, that the client participated in their abortion care, and was prepared for the abortion process.

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 90% of clients report having had all their questions answered.

Data Sources:

• For health facilities: Health Facility Client Exit Interview question HF121
• For pharmacies: Pharmacy Client Exit Interview question PH115
• For hotlines: Hotline Client Exit Interview question HL116

Details:

For health facilities, pharmacies, and hotlines, the proportion of clients who answered with response option 1 to question HF121/PH115/HL116.