Table 3.
Observed vs self-reported communications
| Self-reported communication items* | N = 949 | % | Observed communication items† | N = 949 | % |
|---|---|---|---|---|---|
| Did the FWA greet you in a friendly way? |
935 |
99 |
Did the FWA greet the client? |
769 |
81 |
| Did the FWA introduce her/himself? (if 1st meeting) |
836 |
88 |
Did the FWA introduce herself? |
876 |
92 |
| Did the FWA explain the purpose of the visit? |
644 |
68 |
Did the FWA explain or ask the purpose of visit? |
623 |
66 |
| Was the information given to you by the FWA easy to understand? |
943 |
99 |
Did the FWA use simple words in local language? |
942 |
99 |
| Did the FWA demonstrate, give examples, and/or use visual aids (as appropriate) while communicating |
163 |
17 |
|||
| Did the FWA use visual aids? |
25 |
3 |
|||
| Did you ask the FWA questions? |
394 |
42 |
Did the FWA encourage the client if she has any questions? |
425 |
45 |
| Did the FWA listen and watch carefully when the client talks? |
906 |
95 |
|||
| Did the FWA use appropriate ‘non-verbal’ body language (check for nodding, eye contact, leaning forward or backwards, facial expressions etc.)? |
904 |
95 |
|||
| Did the FWA answer your questions clearly? |
385 |
97 |
Did the FWA answer questions simply? |
459 |
97 |
| Summary score – mean (SD) | 3.62 (1.27) |
Summary score – mean (SD) | 6.42 (1.78) |
||
FWA – family welfare assistant, SD – standard deviation
*Client survey.
†Observation of service provision.