Table 4.

Summary results according to the Erin Research Inc. model

Settings	Description
Speed	There is no problem regarding the acquisition of the NFHISG card because all the women interviewed said that they received the insurance card the same day of their application. However, the women complained about long wait times. They said they wait an average of 4 hours at the reception before being consulted by a health professional.
Courtesy or comfort	Essentially, the attitudes, behaviors and courtesy of the health professionals at Nzeng-Ayong were generally positive, except sometimes with nurses, who were said to display rudeness towards women. The “class of mothers” is an important innovation for women and helps a lot during pregnancy by giving them useful information about pregnancy and motherhood.
Knowledge or skills	The women unanimously agreed that the medical staff are competent at Nzeng-Ayong. Midwives are experienced and care about women’s well-being. However, clients alone cannot determine if professional health workers are knowledgeable and competent as they likely do not understand all the technical aspects of care. The non-participant observations of client-provider interactions should be another key data source for looking at this so that should be noted. Observations of client-provider interactions are generally considered to be the gold standard for measuring quality of care objectively.
Fairness of treatment	There is some inequity of treatment between insured women and those who pay for the consultation. Insured women wait longer than others before being received by the medical staff.