title: The impact of patient experience on practice: the acceptability of emergency contraceptive pills in inner-city clinics.
abstract: OBJECTIVE
  This article reports on a study of 119 women who sought and used emergency contraceptive pills (ECPs) at Planned Parenthood of New York City (PPNYC) clinics between June 1996 and May 1997. It focuses on their satisfaction with the method, their attitudes toward ECPs, their reactions to the service, and the impact their perceptions had on changing the provision of care.
  
  
  METHODS
  The PPNYC clinical protocol employed the Yuzpe method and fairly conservative procedures, including restrictive screening, a pelvic examination for all new patients, and limited appointment slots. A two-part survey captured information on patient experience with ECPs.
  
  
  RESULTS
  The largest group of respondents (40%) found out about ECPs from friends. Almost 90% of the women were using contraception before their visit to the clinic. Sixty-eight percent reported that they sought ECPs because the condom failed. In the follow-up, a majority (57%) reported that they intended to change or had changed their method of contraception--more than three-quarters to a hormonal contraceptive. While generally satisfied with the service, many respondents were cautious of more extensive distribution of ECPs.
  
  
  CONCLUSIONS
  The survey results had a profound impact on services: PPNYC revised the ECP protocol, developed a staff training package, expanded its service, and planned a multidimensional public media campaign. Further research, including a closer examination of participants' cautious attitude toward unrestricted distribution of ECPs, will be needed as PPNYC expands access to ECP.
authors.affiliation: Clinical Services at Planned Parenthood of New York City, USA.
authors.forename: V
authors.initials: V
authors.lastname: Breitbart
authors.forename: M A
authors.initials: MA
authors.lastname: Castle
authors.forename: K
authors.initials: K
authors.lastname: Walsh
authors.forename: C
authors.initials: C
authors.lastname: Casanova
mesh_terms: D000293:Adolescent; D000328:Adult; D003281:Contraceptives, Postcoital; D004630:Emergencies; D005193:Family Planning Services / Q000458:organization & administration*; D005260:Female; D007722:Health Knowledge, Attitudes, Practice; D006801:Humans; D008875:Middle Aged; D009519:New York City; D017060:Patient Satisfaction / Q000706:statistics & numerical data; D015397:Program Evaluation; D011795:Surveys and Questionnaires; D019037:Urban Health Services / Q000458:organization & administration*
chemical_list: D003281:Contraceptives, Postcoital