title: Challenging the courtesy bias interpretation of favorable clients' perceptions of family planning delivery.
abstract: Favorable client perceptions of provider's interpersonal behavior in contraceptive delivery, documented in clinic exit questionnaires, appear to contradict results from qualitative evaluations and are attributed to clients' courtesy bias. In this study, trained simulated clients requested services from Ministry of Health providers in three countries. Providers excelled in courteousness/respect in Peru and Rwanda; in India, providers were less courteous and respectful when the simulated clients chose the pill. Privacy and two-way communication were less prevalent in all three countries. The findings challenge the courtesy bias interpretation. Global results from qualitative studies may have expressed the views of the minority of clients who are not treated well by providers.
authors.affiliation: Georgetown University Institute for Reproductive Health, Washington, DC, USA.
authors.forename: Federico R
authors.initials: FR
authors.lastname: León
authors.forename: Rebecka
authors.initials: R
authors.lastname: Lundgren
authors.forename: Ana
authors.initials: A
authors.lastname: Huapaya
authors.forename: Irit
authors.initials: I
authors.lastname: Sinai
authors.forename: Victoria
authors.initials: V
authors.lastname: Jennings
mesh_terms: D015982:Bias; D003142:Communication; D003271:Contraceptive Agents, Female / Q000600:supply & distribution*; D003431:Cross-Cultural Comparison; D005193:Family Planning Services / Q000592:standards*; D005260:Female; D006801:Humans; D007194:India; D007407:Interviews as Topic; D016544:Patient Simulation; D010568:Peru; D011247:Pregnancy; D018907:Privacy; D011369:Professional-Patient Relations; D012432:Rwanda; D011795:Surveys and Questionnaires
chemical_list: D003271:Contraceptive Agents, Female