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Slide 5
In this Indonesian study, women who received their choice of contraceptive method were
far more likely to continue to use the method. Only 8.9% of the women who received their
choice (1,679) were discontinued use, whereas 72.2% of the women who were denied their
choice (266) discontinued use. The term "choice granted" referred to women who
stated that their choice of contraceptive method was the same as the method provided by
the health worker. "Choice denied" referred to women who stated that their
choice of contraceptive method was different from the method they were given.
Slide 21
It is easy to assume that clients are satisfied if they do
not complain about the services they receive. In fact, clients will often put up with
inadequate services without complaining. As shown in this figure, they are likely to first
experience annoyance and then try to work around the inadequacies before they will
complain. It is the responsibility of service providers to address client needs before
they reach the complaint stage; asking clients for questions and comments can help to meet
needs.
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