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Sohail Agha and Mai Do. The quality of family planning services and client satisfaction in the public and private sectors in Kenya. International Journal for Quality in Health Care, 2009; 21(2): 87–96

The main objective of the study is to compare the quality of family planning services delivered by public and private sectors in Kenya. In 2004, a service provision was conducted to describe the preparedness of health facilities, client’s perception of services, and to identify gaps in resources and service delivery processes. A health provider interview schedule was used to collect information from family planning service providers on their qualifi cation and their perception of service delivery environment. It included both the process used in specifi c clinical procedures and the exchange of information between the provider and the client. It collected the information on clients’ understanding of the consultation and client satisfaction with the service provided. In terms of infrastructure and availability of services private sector was superior to public sector. However, the availability of methods was higher in public sector. Management and counseling was found to be better in public sector, whereas counseling showed a mixed picture. Private facilities had better examination rooms, higher motivation level. But the incentive-based services were found to be higher among public sector providers. Private providers felt additional training would help them to improve their quality. Client satisfaction level was more than twice as high among clients of private sector than the clients of public provider. After taking a range of structural and process factors into account, the odds of client satisfaction was signifi cantly higher at private sector. The clients complained about the waiting time and availability of family planning methods in public facilities. The formal private sector facilities performed better than public sector facilities across most dimensions of quality.