Table 2.
Percentage distribution for women’s ratings of quality of care overall and for specific domains (N=402)
| Quality of care domain | Percent or mean | N |
|---|---|---|
| Overall service quality | ||
| Mean overall quality rating† | 8.8 (1.1) | 402 |
| Client-staff interaction | ||
| Doctor made woman feel comfortable | ||
| Yes, definitely | 85 | 342 |
| Yes, somewhat | 10 | 39 |
| No/No, not at all | 5 | 21 |
| Nurse treated woman with respect and dignity | ||
| Yes, definitely | 92 | 364 |
| Yes, somewhat | 6 | 22 |
| No/No, not at all | 3 | 11 |
| Receptionist treated woman with respect and dignity | ||
| Yes, definitely | 78 | 311 |
| Yes, somewhat | 14 | 58 |
| No/No, not at all | 8 | 32 |
| Security guard used rude tone or manner | ||
| Yes, definitely/Yes, somewhat | 26 | 104 |
| No | 20 | 81 |
| No, (s)he was nice | 54 | 216 |
| Staff care with woman’s personal and private information | ||
| Very careful | 83 | 333 |
| Somewhat careful | 16 | 64 |
| Not careful | 1 | 4 |
| Information and counseling | ||
| Staff provided sufficient information about the abortion procedure | ||
| Yes | 93 | 375 |
| No | 7 | 27 |
| Staff provided sufficient information about how to take care of oneself at home following the abortion | ||
| Yes | 87 | 349 |
| No | 13 | 53 |
| Staff talked with woman about how she might feel emotionally after the abortion | ||
| Yes | 48 | 191 |
| No | 52 | 210 |
| Technical competence | ||
| Woman felt confidence in technical skills of doctor | ||
| Yes, definitely | 87 | 350 |
| Yes, somewhat | 11 | 43 |
| No/No, not at all | 2 | 9 |
| Perception of staff management of pain during abortion | ||
| Staff could have done more to control pain | 13 | 51 |
| Staff did enough to control pain | 87 | 351 |
| Post-abortion contraceptive services | ||
| Staff member talked with woman about family planning | ||
| Yes | 88 | 353 |
| No | 12 | 49 |
| Staff member offered woman a method of family planning | ||
| Yes | 81 | 327 |
| No | 19 | 75 |
| Accessibility | ||
| Ease of getting appointment | ||
| Very easy | 24 | 95 |
| Easy | 60 | 241 |
| Difficult/Very difficult | 16 | 65 |
| Convenience of site hours | ||
| Very convenient | 20 | 82 |
| Convenient | 66 | 264 |
| Inconvenient/Very inconvienient | 14 | 56 |
| Perception of time spent at facility day of abortion procedure | ||
| Acceptable | 55 | 221 |
| Should have spent less time | 43 | 173 |
| Should have spent more time | 2 | 8 |
| Facility environment | ||
| Facility cleanliness | ||
| Very clean | 26 | 103 |
| Clean | 71 | 287 |
| Dirty/Very dirty | 3 | 12 |
| Anti-choice protestors outside of facility | ||
| Yes | 67 | 269 |
| No | 33 | 133 |
†
Responses were on a scale of 0 (worst care) to 10 (best care).
Note: Figures in parentheses are standard deviations.