Child health and development | Health systems support

Health systems support

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Client satisfaction

Client satisfaction is an important determinant of health service utilization. Essential, quality health services need to be not only universally accessible but also utilized by those for whom they are meant.

Client satisfaction includes aspects of quality care defined both in the way they are traditionally regarded by health professionals (e.g. good clinical management practices, availability of drugs, etc.) and as they are perceived by the community (e.g. waiting time, interaction with provider, etc.).

There is evidence that for facilities in which IMCI (Integrated Management of Child Health) is implemented, child caretakers (the “clients”) are often satisfied with the services received. Results of the global IMCI multi-country evaluation show that IMCI introduction has been accompanied by an increased utilization of facility-based outpatient child health services.

Most countries in the Region have included questions on caretaker satisfaction in their standard follow-up visits to health providers after IMCI training. The findings often show a good level of caretaker satisfaction.

Similar findings have come from the IMCI health facility surveys. Much appreciated by caretakers is the way children are examined by the IMCI-trained health provider, the treatment and the information given, and provider’s attitude. All these aspects are an integral part of the IMCI approach, which, when properly implemented, can therefore contribute to making health services more attractive to the clients and improve their reputation.

IMCI multi-country evaluation

IMCI health facility surveys

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