title: The silent consumer: women's reports and ratings of abortion services.
abstract: BACKGROUND
  Abortion is one of the most common surgical procedures performed on women in the United States, and its safety has been demonstrated. Little research has focused, however, on women's reports and ratings of the service.
  
  
  OBJECTIVE
  This study explored the association of demographic factors, medical outcomes, and client ratings of service dimensions with global satisfaction.
  
  
  METHODS
  For this cross-sectional study, permission to access clinic medical records was obtained. Surveys were distributed after the procedure, with instructions to return by mail.
  
  
  METHODS
  Study subjects were 797 women who underwent an outpatient surgical abortion at 1 of 2 New England health centers in 1996 and 1997.
  
  
  METHODS
  Demographic data, pregnancy history, and information on the procedure were collected from medical records. Survey items measured reports of access, medical outcomes, and satisfaction ratings with service domains.
  
  
  RESULTS
  Women with positive ratings of staff sensitivity and of the counseling process and information received and those who had the procedure at a younger gestational age were less likely to report that care could be better. Although very few women reported a medical complication, this was associated with agreement that care could have been better, as was reporting agreement that the wait between the preexamination visit and the procedure was too long.
  
  
  CONCLUSIONS
  Satisfaction with abortion services is high. Education and counseling play very important roles. Survey items could routinely be used to monitor services.
authors.affiliation: Division of Preventive and Behavioral Medicine, University of Massachusetts Medical School, Worcester 01655, USA. jane.zapka@umassmed.edu
authors.forename: J G
authors.initials: JG
authors.lastname: Zapka
authors.forename: S
authors.initials: S
authors.lastname: Lemon
authors.forename: L E
authors.initials: LE
authors.lastname: Peterson
authors.forename: H
authors.initials: H
authors.lastname: Palmer
authors.forename: M B
authors.initials: MB
authors.lastname: Goldman
mesh_terms: D000028:Abortion, Induced / Q000379:methods; D000293:Adolescent; D000328:Adult; D000554:Ambulatory Care Facilities / Q000592:standards*; D000704:Analysis of Variance; D003430:Cross-Sectional Studies; D005260:Female; D006297:Health Services Accessibility; D006801:Humans; D016015:Logistic Models; D009513:New Hampshire; D016017:Odds Ratio; D017063:Outcome Assessment, Health Care; D017060:Patient Satisfaction / Q000706:statistics & numerical data*; D011247:Pregnancy; D016896:Treatment Outcome; D014707:Vermont