Parental/guardian report of interaction with service providers, accessibility and satisfaction with services
| Pre-intervention (n=427) n (%) | Post-intervention (n=352) n (%) | Total (n=779) n (%) | Difference % (95% CI) | P value (χ2 test) | |
| Parental/guardian report of interaction with service providers | |||||
| Parents comfortable with the way they are treated at the clinic | |||||
| Yes | 213 (50) | 276 (78) | 489 (63) | 29 (27 to 30) | 0.01 |
| No | 185 (44) | 46 (13) | 231 (30) | −31 (−32 to to 28) | <0.0001 |
| Unsure | 25 (6) | 27 (8) | 52 (7) | 2 (2 to 2) | 0.576 |
| Reasons parents are comfortable with the way they are treated at the clinic | |||||
| Friendly staff | 154 (36) | 173 (49) | 327 (42) | 13 (12 to 14) | 0.16 |
| Helpful staff | 174 (41) | 196 (56) | 370 (47) | 15 (14 to 16) | 0.13 |
| Clinic is welcoming | 136 (32) | 127 (36) | 263 (34) | 4 (4 to 4) | 0.61 |
| No concerns about confidentiality | 153 (36) | 70 (20) | 223 (29) | −16 (−17 to to 15) | 0.03 |
| Clear explanation received from staff | 137 (32) | 118 (34) | 255 (33) | 1 (1 to 2) | 0.86 |
| Other | 4 (1) | 6 (2) | 10 (1) | 1 (1 to 1) | 0.64 |
| Reasons parents are not comfortable with the way they are treated at the clinic | |||||
| Unfriendly staff | 112 (26) | 19 (5) | 131 (17) | −21 (−22 to to 20) | <0.0001 |
| Unhelpful staff | 101 (24) | 16 (5) | 117 (15) | −19 (−20 to 18) | 0.0003 |
| Clinic is not welcoming | 116 (27) | 13 (4) | 129 (17) | −23 (−25 to to 22) | <0.0001 |
| Concerns about confidentiality | 46 (11) | 11 (3) | 57 (7) | −8 (−8 to to 7) | 0.04 |
| No clear explanation received from staff | 89 (21) | 17 (5) | 106 (14) | −16 (−17 to to 15) | 0.002 |
| Other | 9 (2) | 11 (3) | 20 (3) | 1 (1 to 1) | 0.66 |
| Clinic service delivery: accessibility and parent/guardian satisfaction | |||||
| Communication from clinics to remind parents of appointments or follow-up when appointments are missed | |||||
| Yes | 37 (9) | 45 (13) | 82 (11) | 4 (4 to 4) | 0.38 |
| No | 385 (91) | 293 (83) | 678 (87) | −30 (−30 to to 30) | 0.54 |
| Unsure | 1 (0.2) | 10 (3) | 11 (1) | 3 (2 to 3) | 0.09 |
| Feel that waiting times have been reduced | |||||
| Agree | N/A | 205 (58) | N/A | N/A | N/A |
| Disagree | 115 (33) | ||||
| Unsure | 22 (6) | ||||
| Service delivered appropriately and effectively | |||||
| Yes | 186 (44) | 200 (57) | 386 (50) | 13 (13 to 14) | 0.19 |
| No | 183 (43) | 109 (31) | 292 (37) | −12 (−12 to to 11) | 0.16 |
| Unsure | 55 (13) | 37 (11) | 92 (12) | −2 (−2 to to 2) | 0.67 |
| Satisfaction with immunisation services provided at the clinic | |||||
| Very satisfied | 216 (51) | 314 (89) | 530 (68) | 39 (37 to 41) | 0.001 |
| Unsatisfied | 174 (41) | 17 (5) | 191 (25) | −36 (−38 to to 34) | <0.0001 |
| Unsure | 34 (8) | 15 (4) | 49 (6) | −4 (−4 to to 4) | 0.25 |
| Able to let the clinic know if they are not satisfied with the service provided | |||||
| Yes | 308 (72) | 93 (26) | 401 (51) | −46 (−48 to to 43) | <0.0001 |
| No | 84 (20) | 208 (59) | 292 (37) | 39 (37 to 41) | <0.0001 |
| Unsure | 34 (8) | 46 (13) | 80 (10) | 5 (5 to 5) | 0.28 |
| Parent preferred methods of providing feedback | |||||
| Complaints box | 254 (60) | 65 (19) | 319 (41) | −42 (−44 to to 39) | <0.0001 |
| Parent quality checklist | N/A | 2 (0.6) | N/A | N/A | N/A |
| Talk to nurse | 119 (28) | 54 (15) | 107 (14) | −13 (−13 to to 12) | 0.05 |
| Talk to doctor | 53 (12) | 28 (8) | 202 (26) | −4 (−4 to to 4) | 0.37 |
| Talk to facility manager | 174 (41) | 18 (5) | 54 (7) | −36 (−38 to to 34) | <0.0001 |
| Talk to receptionist | 36 (8) | 21 (6) | 72 (9) | −2 (−2 to to 2) | 0.59 |
| Talk to community care workers | 51 (12) | 23 (7) | 74 (9) | −5 (−6 to to 5) | 0.24 |
N/A, not available.