Health Care Users’ Satisfaction

The indicator measures the proportion of the target group members who were satisfied with a given health service.

*This is a Global Results Framework indicator. 

Result Statement: Increased satisfaction in [specify health services] 

Collect the following data by conducting individual interviews with a representative sample of your target group members:

RECOMMENDED SURVEY QUESTIONS (Q) AND POSSIBLE ANSWERS (A)

Q1: To what extent were you satisfied with [specify the health service]? Would you say that you were “very satisfied”, “fairly satisfied”, “fairly unsatisfied” or “very unsatisfied”?

A1: very satisfied / fairly satisfied / fairly unsatisfied / very unsatisfied

(the following question is not mandatory; ask it only if the previous answer is rather unsatisfied or very unsatisfied)

Q2: Why were you not satisfied?

A2: (multiple options possible; pre-define answer options based on the context and pre-testing)

Calculate the indicator's value by dividing the number of respondents who reported to be "very satisfied" or "fairly satisfied" by the total number of respondents and multiplying the result by 100

Disaggregate the data by gender, wealth, and other criteria (e.g. ethnicity).

1) Instead of asking about general satisfaction, consider focusing on a specific aspect of the service, such as its quality, price or health staff’s attitudes.