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MINISTRY OF PLANNING AND INVESTMENT DEPARTMENT OF PLANNING AND INVESTMENT OF GIA LAI PROVINCE CITIZEN REPORT CARD SURVEY ON USER SATISFACTION WITH MATERNAL AND CHILD HEALTHCARE AT DIFFICULT COMMUNES IN GIA LAI PROVINCE PLEIKU CITY June 2016 1 CRC Survey on user satisfaction with maternal and child healthcare at difficult communes in Gia Lai province, 2016 CITIZEN REPORT CARD SURVEY ON USER SATISFACTION WITH MATERNAL AND CHILD HEALTHCARE AT DIFFICULT COMMUNES IN GIA LAI PROVINCE 2 CRC Survey on user satisfaction with maternal and child healthcare at difficult communes in Gia Lai province, 2016 CONTENTS LIST OF ACRONYMS ........................................................................................................................................................................ 6 EXECUTIVE SUMMARY ................................................................................................................................................................... 7 FOREWORD ........................................................................................................................................................................................ 13 1. INTRODUCTION OF CRC SURVEY IN GIA LAI PROVINCE ......................................................................16 1.1. Overview of the surveyed area........................................................................................................................................... 16 1.2. Purpose of CRC survey in Gia Lai province ..................................................................................................................... 17 1.3. Scope of the study ................................................................................................................................................................. 18 1.4. Study methods and tools ..................................................................................................................................................... 18 1.5. Survey sample .......................................................................................................................................................................... 20 1.6. Study implementation process ......................................................................................................................................... 22 1.7. Limitations of the study ........................................................................................................................................................ 24 2. STUDY RESULTS ......................................................................................................................................27 2.1. GENERAL FINDINGS ................................................................................................................................................................ 27 2.1.1. Facilities and human resources of CHS ................................................................................................................. 27 2.1.2. Commune healthcare services and users ........................................................................................................... 27 2.1.3. The readiness of the services .................................................................................................................................... 29 2.1.4. Cost of services ............................................................................................................................................................. 29 2.1.5. User satisfaction with commune healthcare services ..................................................................................... 30 2.1.6. Expectation of service users ...................................................................................................................................... 31 2.2. FINDINGS FOR EACH HEALTH CARE SERVICE ................................................................................................................ 32 2.2.1. Antenatal care ................................................................................................................................................................ 32 2.2.2. Postnatal care ................................................................................................................................................................ 39 2.2.3. Vaccination ..................................................................................................................................................................... 42 2.2.4. Medical check-up ......................................................................................................................................................... 48 2.2.5. Health IEC ........................................................................................................................................................................ 52 3. CONCLUSION AND RECOMMENDATION .............................................................................................58 3.1. Conclusion ................................................................................................................................................................................. 58 3.2. Recommendation .................................................................................................................................................................. 58 4. LESSONS LEARNT ..................................................................................................................................62 5. APPENDIX ...............................................................................................................................................63 5.1. Data table ................................................................................................................................................................................... 63 5.2. Information on mother and child heathcare in Gia Lai province 2015 ................................................................ 66 5.3. CRC questionnaire .................................................................................................................................................................. 71 5.4. Initial questionnaire - CHS .................................................................................................................................................... 84 5.5. Initial questionnaire – Service user .................................................................................................................................. 86 5.6. List of study group .................................................................................................................................................................. 88 3 CRC Survey on user satisfaction with maternal and child healthcare at difficult communes in Gia Lai province, 2016 LIST OF FIGURES Figure 1: Districts by level of difficulty .................................................................................................................................... 21 Figure 2: Number of people using health care services in surveyed sample ............................................................ 28 Figure 3: Distance and time from home to CHSs ................................................................................................................. 28 Figure 4: Ethnics and economic characteristics of the sample ....................................................................................... 29 Figure 5: Satisfaction of users with 5 services ....................................................................................................................... 30 Figure 6: Satisfaction score of 5 services ................................................................................................................................. 31 Figure 2.2.1.1: Using antenatal care at local CHSs ............................................................................................................... 34 Figure 2.2.1.2: Number of times that mother went to CHSs for antenatal examination ....................................... 35 Figure 2.2.1.3: Waiting time for pregnant checkup/ tetanus vaccination ................................................................. 36 Figure 2.2.1.4: Comments on the attitude of medical staff ........................................................................................... 37 Figure 2.2.1.5: Score evaluating the attitude of medical staff by location................................................................. 37 Figure 2.2.1.6: Score evaluating the attitude of medical staff by distance from their houses to CHSs ............ 38 Figure 2.2.1.7: Mothers’ satisfaction with prenatal care services .................................................................................. 38 Figure 2.2.2.1: Recent birth places ............................................................................................................................................ 39 Figure 2.2.2.2: Number of mothers consulted by issue ..................................................................................................... 41 Figure 2.2.2.3: Attitude of medical staff when providing postnatal care services ................................................... 41 Figure 2.2.2.4: Satisfaction of users .........................................................................................................................................