Client Experience Feedback: Practical Guide for Service Delivery Programs
Introduction
Collection of data on client experience is used globally as a measure of quality, accountability, and performance. It encompasses a range of components of healthcare that matter to clients, such as access to appointments, waiting times, condentiality, information and communication with personnel. At IPPF we often talk about people-centred or client-centred care or ‘putting the client at the centre’. This means more than simply seeing the client as an important aspect of our work but recognising that the client should be central to everything we do and that they are the ‘experts’ in the service they experience. An individuals’ experience is personal to them and can be different from another’s who undergoes the same service in the same context. Following a client centred approach is essential when working on quality improvement, because clients have the right to respectful and dignified care and because it leads to improved health outcomes and service uptake (3).
For a short video on people-centred care click here.
Capturing feedback and understanding the client experience should be incorporated into all service delivery programmes, to understand service level from the client’s perspective and to enable informed decision making on change, leading to greater quality improvements. This in turn will contribute to achieving universal health coverage and the Sustainable Development Goal (SDG) 3 Ensure healthy lives and promote well-being for all at all ages.
The Client Experience
Why is Client feedback Important?
Capturing data on the client experience is helpful to understand how a facility, team or a programme are performing, or the success of a quality improvement intervention. It drives evaluation and accountability of health systems (4). At times it can also be necessary for national health insurance schemes, donor compliance and reporting, performance related pay schemes or national health service requirements. If we don’t ask for feedback, how do we know how we are doing without asking our clients?
Read the full guide here.