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9. Service Refusal

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Quality Domain:

Access

 

Sub-Domain:

Accessibility

 

Definition:

The site does not turn away women eligible for abortion.

 

Purpose:

Quality abortion care requires that all eligible clients receive services. Turning away eligible clients due to provider bias, misinformation, service delivery issues, or other reasons can delay or prevent access to abortion and result in poor perception of the service.

 

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 providers are found to have not refused abortion service to any eligible clients.

 

Data Sources:

  • For health facilities: Health Facility Provider Survey questions HF215 to HF225
  • For pharmacies: Pharmacy Provider Survey questions PH211 to PH220
  • For hotlines: Hotline Provider Survey questions HL211 to HL220

 

Details:

For health facilities, the proportion of providers who responded to the questions with the following response pattern:
  1. Response option 2 to questions HF215 to HF216, HF218 to HF223, and HF225
  2. Response options 1 OR 2 to questions HF217 and HF224
For pharmacies and hotlines, the proportion of providers who answered with the following response pattern:
  1. Response option 2 for PH211/ HL211
  2. Response option 1 OR 2 for PH212/ HL212
  3. Response option 2 for PH213/ HL213
  4. Response option 2 for PH214/ HL214
  5. Response option 2 for PH215/ HL215
  6. Response option 2 for PH216/ HL216
  7. Response option 2 for PH217/ HL217
  8. Response option 2 for PH218/ HL218
  9. Response option 1 OR 2 for PH219/ HL219
  10. Response option 2 for PH220/ HL220
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