1K856Ag

Satisfaction With Provider
50 | PMA2014 ETHIOPIA DETAILED INDICATOR REPORT
Provider performance, from the client’s perspective, is an important indicator of quality of care.
Although clients are often subjective, in their assessments, their reported satisfaction with a provider
can reveal their ability to express their preferences. The PMA2014/Ethiopia survey gauged provider
satisfaction using two questions, the combination of which was used to gauge overall satisfaction.
These are asked of recent/current contraceptive users:
o Would you return to this provider
o Would you refer your relative or friend to this provider/facility
Ninety percentage of recent/current users would return to their provider, and 7 in 10 (69.5%)
would refer their relative or friend to the provider (or facility). About two-thirds (65.6%) of recent/
current users reported that they would return and refer friend/family member to their provider.
Younger women (ages 15 to 19) are less likely to return to their provider compared to older
women (81.9% versus 96.4%). Users with no children or one child were somewhat less likely to
return to their most recent provider compared to those with four or more children. Users from
Addis Ababa were the least likely to report willingness to return to their provider (81.7%). Users
from urban areas, those with higher education and those from the wealthiest households are
more likely to refer relatives or friends to the provider (or facility).
Figure F12. Percentage distribution of satisfaction with provider among recent/current users (n=1,919)
67+70+90
Would return
and refer
friend/family
Would refer
relative/friend
Would return
Percentage of recent contraceptors
65.6%
69.5%
90.0%