Malawi (2011): Evaluating client satisfaction and quality of service of family planning services through mystery client and client exit interviews. First Round

Population Services International Malawi (PSI/MALAWI) through its Reproductive Health program is implementing a number of activities to enhance the capacity of private sector family planning providers. With the introduction of family planning products and services through the private sector in 2008, a lot of money has been pumped into training of private sector health providers. Trainings have mainly targeted quality of service provision especially counseling of clients on family planning methods and ensuring informed choice. Besides formal trainings, detailing visits have also been conducted to try and build up the capacity of the providers and provide technical assistance whenever necessary. This study design used a cluster sampling approach based on location where facilities were located. The total sample size for the client exit component was 60 which were equally shared among urban areas of Blantyre and Lilongwe where the program is implementing its interventions. Participation in the study was randomized for women who were practicing family planning and attending private health facilities. A total of 20 health facilities were marked for mystery client component. These facilities were identified using a systematic random sampling from the clusters.

国际人口服务组织马拉维分部（Population Services International Malawi, PSI/MALAWI）依托其生殖健康项目，开展多项活动以提升私营部门计划生育服务提供者的能力建设水平。自2008年通过私营渠道推出计划生育产品与服务以来，项目已累计投入大量资金用于私营医疗机构从业者的培训工作。培训核心聚焦于提升服务提供质量，尤其是为服务对象开展计划生育方法咨询、保障其知情选择权两大关键环节。除正规培训外，项目还通过专项跟进走访助力服务提供者提升能力，并在必要时提供技术支持。本研究采用基于设施所在区位的整群抽样方法。就诊后回访子模块的总样本量为60例，样本均匀分配至该项目实施干预的布兰太尔与利隆圭两市城区。针对正在使用计划生育服务且就诊于私营医疗机构的女性，本研究采用随机化方式招募研究对象。本研究共遴选20家医疗机构参与神秘顾客暗访子模块，这些机构通过整群内的系统随机抽样方法确定。