Operationalizing Client-Centered Care: A Strategic Framework and Measurement Approach to Guide Sexual and Reproductive Health Programming

Select Client-Centered Care Indicators Before and After Training, Nepal and Zambia MSI Clinics and Outreach Services, 2018–2021

Source of data: Annual client exit interviews.

Abbreviation: CCC, client-centered care.

MSI Strategic Framework to Guide Client-Centered Care

Abbreviation: SRH, sexual and reproductive health.

MSI Client-Centered Care Indicators and Scoring Mechanism

Abbreviations: CCC, client-centered care; CEI; client exit interview; GES, global staff engagement survey; QTA, quality technical audit.

^a The 4 CCC staff statements are: (1) I believe my team delivers a high-quality service to its clients; (2) I feel confident clients receive the support they need to choose services they feel is right for their health and well-being; (3) My team regularly discusses ways to improve the service for our clients; and (4) My colleagues show concern for the well-being of the clients we support in a caring and meaningful way.

^b Net Promoter Score is calculated from the proportion of respondents rating their likelihood to recommend at 9 or 10 out of 10, subtracting the proportion rating their likelihood at 6 or less out of 10. Measured as an integer from −100 to +100.

^c The 2 staff well-being statements are: (1) My employer cares about its staff; and (2) My employer gives me the help I need to manage my well-being effectively.

^d The 3 CCC client experience statements are: (1) I was treated with respect during my visit; (2) I understood what the provider was telling me; and (3) I found it easy to ask the provider questions.

^e Safeguarding score (1 item); privacy score (2-3 items); counseling score (about 15 items). Numbers of items for each score varies by service channel.

Note: For all scaled items, agreement scores include both ‘agree’ and ‘strongly agree’ categories.