Background: Studies of user satisfaction with family planning services (FPSs) have been conducted in different countries, and have been employed to identify ways of improving health, reducing costs and implementing reforms. The present work is the first-ever study undertaken in Mexico on the subject. Our objective was to identify how overall user satisfaction with FPSs in Mexico was related to: healthcare logistics, the functional value of services and the quality of interpersonal relations.
Methods: Users of 18 public clinics were surveyed in 2015. Data collected referred to their past and present use of FPSs, as well as to their perceptions of the services provided. We built a logistic regression model with potentially influential variables in order to assess their association with overall satisfaction.
Results: According to the self-reports of the 722 users interviewed, the following factors were decisive in their overall satisfaction with services: receiving sufficient information during visits (OR = 3.38; 95% CI:1.88-6.06), feeling that their opinions were taken into consideration by clinic staff (OR = 2.58; 95% CI:1.14-5.85), feeling that the motives for their visits were addressed (OR = 2.71; 95% CI:1.29-5.71), being assigned enough time for consultation (OR = 2.35; 95% CI:1.26-4.37), having the opportunity to ask questions and clarify doubts (OR = 2.31; 95% CI:1.21-4.43), experiencing no or few interruptions during their medical consultations (OR = 1.97;95% CI:1.10-3.51), and feeling satisfied with the contraceptive method provided (OR = 1.79; 95% CI:1.03-3.11).
Conclusions: Service providers must be kept well informed on the perspective of users concerning user expectations. Taking into account the cultural context and perceived needs of users while providing service would improve the quality of care and, hence, the overall satisfaction of users.
Antecedentes: Los estudios que se han realizado sobre satisfacción de usuarios con servicios de planificación familiar han servido para mejorar los mismos, reducir costos e implementar reformas. El presente análisis tiene como objetivo identificar la asociación de la satisfacción general de los usuarios con cuestiones de logística, valores funcionales y calidad de las relaciones interpersonales.
Métodos: Se encuestaron a 722 usuarios de servicios de planificación familiar en 18 clínicas públicas, en tres entidades federativas de México, durante 2015. La información recabada fue sobre el uso presente y pasado de los servicios de planificación familiar y la percepción sobre la calidad del servicio. Se incluyeron potenciales variables asociadas con la satisfacción general en un modelo de regresión logística.
Resultados: Los factores que resultaron asociados con la satisfacción general del servicio fueron: recibir información adecuada durante la consulta (RM = 3.38; 95% IC:1.88–6.06), sentir que su opinión era tomada en cuenta por el personal de salud (RM =2.58; 95% IC:1.14–5.85), sentir que el motivo de la consulta era atendido (RM =2.71; 95% IC:1.29–5.71), asignar tiempo suficiente a la consulta (RM =2.35; 95% IC:1.26–4.37), tener oportunidad de hacer preguntas y aclarar dudas (RM =2.31; 95% IC:1.21–4.43), tener pocas o ninguna interrupción durante la consulta (RM =1.97;95% IC:1.10–3.51), y sentirse satisfecha con el método anticonceptivo que estaba utilizando (RM =1.79; 95% IC:1.03–3.11).
Conclusiones: Los proveedores de servicios deben mantenerse bien informados sobre las expectativas del usuario. Tener en cuenta el contexto cultural y las necesidades percibidas de los usuarios mientras se presta el servicio mejoraría la calidad de la atención y, por lo tanto, la satisfacción general de los usuarios.
Keywords: Family planning services; Quality health services; User satisfaction.