| Overview : Client satisfaction evaluations are an opportunity to interact with the clients in the process of program assessment. Clients’ experiences and level of satisfaction with health and wellness services is an essential aspect of evaluating and upgrading service provision. Measuring client perception and satisfaction is important in understanding determinants of health. Facility-based exit interview surveys are conducted to obtain a profile of the clients attending public and private health facilities to ascertain whether health services are targeting and reaching the poorer and more marginalized populations like the LGBTIQ, immigrants and the elderly, and to understand other demographic characteristics of target populations. Client satisfaction has a key role in translating quality into positive outcomes such as program sustainability and achievement of reproductive intentions. This in turn influences clients’ decision whether to recommend the service to other potential users. If the number of new and continuing users increases as a result of favorable perceptions, program sustainability is enhanced. The objectives of measuring patient satisfaction with services available at health care facilities are to: - Utilize resources effectively to maximize patient satisfaction with and utilization of health services
- Design and implement appropriate training and capacity building programs for service providers to enhance client-provider interactions and care given
- Make health care at public and private facilities more accessible to disadvantaged groups such as the LGBTIQ, disabled and other under-served populations, and reducing their burden of out-of-pocket expenditures
- Monitor the quality of the services to meet the criteria of fiduciary responsibility for human, financial and technical resources allotted
- Form a basis for research and education purpose
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