The silent consumer - Women's reports and ratings of abortion services

BACKGROUND. Abortion is one of the most common surgical procedures performe d on women in the United States, and its safety has been demonstrated. Litt le research has focused, however, on women's reports and ratings of the ser vice. OBJECTIVES. This study explored the association of demographic factors, med ical outcomes, and client ratings of service dimensions with global satisfa ction. RESEARCH DESIGN. For this cross-sectional study, permission to access clini c medical records was obtained. Surveys were distributed after the procedur e, with instructions to return by mail. SUBJECTS. Study subjects were 797 women who underwent an outpatient surgica l abortion at 1 of 2 New England health centers in 1996 and 1997. MEASURES. Demographic data, pregnancy history, and information on the proce dure 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 counse ling process and information received and those who had the procedure at a younger gestational age were less likely to report that care could be bette r. Although very few women reported a medical complication, this was associ ated with agreement that care could have been better as was reporting agree ment that the wait between the preexamination visit and the procedure was t oo long. CONCLUSIONS. Satisfaction with abortion services is high. Education and cou nseling play very important roles. Survey items could routinely be used to monitor services.