Conducting Client Exit Interviews For the Family Planning

Conducting Client Exit Interviews For the Family Planning Program in Karkaar Region

AGENDA • • Welcome & Introductions Protocol for Client Exit Interviews Introduction to Kobo Recruiting Participants & Consent Ensuring Privacy & Confidentiality The CEI Tool, in detail Why Family Planning Q&A Client Exit Interview Training, Somalia January 2017 2

Introducti ons Client Exit Interview Training, Somalia January 2017 3

Client Exit Interview Protocol § Research Question: • What are the perspectives and level of satisfaction experienced by clients who visit the health facilities which are funded by the FP/PAC program in Somalia? • Specifically, how do women view the health facility environment, quality of information given to clients in regards to family planning and quality of interactions with health care providers? Client Exit Interview Training, Somalia January 2017 4

Client Exit Interview Protocol § Methodology: 1) Confirm private place where the participant cannot be seen or heard for the interview to take place 2) Stand by the exit of the facility. Every woman of reproductive age leaving the facility should be asked if she would like to participate 3) Review consent, if yes, start interview 4) Repeat for 1 full day • If the minimum of 20 interviews were not conducted, return to facility for a 2 nd day. Client Exit Interview Training, Somalia January 2017 5

Client Exit Interview Protocol Data Collection and Dissemination: • All data will be collected on the tablets and submitted to Kobo • Save the Children staff will review the data for completeness and accuracy every day • Save the Children staff will analyze the results and write a report • The CEI report will be shared with: • Ministry of Health (Central, Regional, District level) • Staff at supported facilities • Save the Children Health team Client Exit Interview Training, Somalia January 2017 6

Kobo Data Collection • Kobo is an open-source, free data collection software • CEI Tool has been formatted into Kobo • CEI data will be collected through your tablet(offline) • Data that is submitted offline will be uploaded as soon as your device connects to internet. Client Exit Interview Training, Somalia January 2017 7

Getting Started with Kobo On the home page of your tablet, there should be an icon that says “Client Exit Interview, Somalia” Click this icon. Client Exit Interview Training, Somalia January 2017 8

Does Everyone See This Screen? Client Exit Interview Training, Somalia January 2017 9

Conducting the CEI Client Exit Interview Training, Somalia 10

Enrollment (Eligibility) Eligibility Criteria Who can participate? • Women of reproductive age (18 – 49) who received a service (ANY service) at the facility that day. • Does NOT need to be a reproductive health service, can be ANY service. Client Exit Interview Training, Somalia January 2017 11

Enrollment (Recruitment) • How do you identify women of reproductive age? • How do you politely approach women who are exiting the facility to ask if they would like to participate in this survey? • What do you do if the woman refuses immediately? • In pairs, practice explaining the study to each other in order to recruit participants. Client Exit Interview Training, Somalia January 2017 12

Enrollment (Consent) Informed Consent. -- respect for persons requires that subjects, to the degree that they are capable, be given the complete information and opportunity to choose what shall or shall not be required of them. Client Exit Interview Training, Somalia January 2017 13

Enrollment (Consent) There are two parts to informed consent: 1. First, is the process of providing information to prospective respondents. 2. Second, is documentation that the process took place and is a record of the subjects' agreement to take part in the study. Client Exit Interview Training, Somalia January 2017 14

Enrollment (Consent) Best Practices: § Introduce yourself, explain the study § Read the consent form word-for-word (no paraphrasing!) § Allow time and welcome any questions § Participation is VOLUNTARY and can end at any time. Client Exit Interview Training, Somalia January 2017 15

Informed Consent - Quiz 1. Informed consent means that prospective participants understand have consented to participate in a research study? E U R T 2. It is okay not to read the consent paper to participant if there no time? E S L A 3. Participant should be allowed to ask only one question before consent? F E S L FA 4. It is okay for interviewer to sign for participant if she is a family/relative of study participant without reading consent form? E S L FA Client Exit Interview Training, Somalia 16 January 2017

Confidentiality pertains to the treatment of information that an individual has disclosed in a relationship of trust and with the expectation that it will not be shared with others, in ways that are inconsistent with the understanding of the original disclosure without permission. Client Exit Interview Training, Somalia January 2017 17

Confidentiality Information is never shared outside the setting where it was obtained. Participant confidentiality: • Names will not be collected or recorded • Participants’ responses will never be discussed Questionnaire confidentiality: • All surveys are coded with a number that does not link to the respondent Client Exit Interview Training, Somalia January 2017 18

Coding Surveys Facility Name Gardo Hospital Ga’an Libah Health Centre Hingood health centre Waaciye RHC Shadha Health Centre Sheerbi Health Centre Banderbeyla RHC Rako RHC Dhuudo Health Centre Hafun Health Centre Facility • Every respondent will be given a 3 -digit code that Code corresponds to the facility 10 where they were interviewed. 1 • The codes can go in 2 sequential order 3 • Example: The first person 4 interviewed at Sheerbi will 5 be respondent # 501 6 • Example: The 26 th person 7 interviewed at Gardo will 8 be respondent # 1026 9 Client Exit Interview Training, Somalia January 2017 19

QUIZ: Facility Name Gardo Hospital Ga’an Libah Health Centre Hingood health centre Waaciye RHC Shadha Health Centre Sheerbi Health Centre Banderbeyla RHC Rako RHC Dhuudo Health Centre Hafun Health Centre Facility 1. What’s the code for the 5 th participant at Code Waaciye facility? 10 1 2. 2 3 4 5 3. 6 7 8 9 Client Exit Interview Training, Somalia 305 What’s the code for the 18 th respondent at Rako facility? 718 What’s the code for the 34 th respondent at Sheerbi Facility? January 2017 534 20

Privacy can be defined in terms of having control over the extent, timing, and circumstances of sharing information with others. How will we ensure interviews are conducted in a private area at each facility? Client Exit Interview Training, Somalia January 2017 21

Your Roles and Responsibilities As an Interviewer, your role is to implement the survey but you also have other responsibilities § Make sure the participant understands the purpose of the study and is providing informed consent. § Protect the confidentiality of participants. § Create a comfortable environment for the interview. Client Exit Interview Training, Somalia January 2017 22

The CEI Survey We’re now going to review the details of the CEI Survey. For each question: 1. Agree on interpretation of what the question is asking and how to explain it to the participant 2. Agree on the interpretation of potential answer choices and how to select Client Exit Interview Training, Somalia January 2017 23

Information: Client Exit Interview Training, Somalia January 2017 24

Information: Client Exit Interview Training, Somalia January 2017 25

Part 1 The respondent always has the option of “No Response” if she does not wish to answer the question! Client Exit Interview Training, Somalia January 2017 26

Part 1: Client Exit Interview Training, Somalia January 2017 27

Part 1: Client Exit Interview Training, Somalia January 2017 28

Part 1: Filter Question – Survey will change based on answer here Client Exit Interview Training, Somalia January 2017 29

Part 1: st 1 Scenario Client Exit Interview Training, Somalia January 2017 30

Part 1: st 1 Scenario Before starting the surveys, be sure to know who the family planning contact person is at the facility for referrals! Free Response Question – Answer must be typed! (Final Q) Client Exit Interview Training, Somalia January 2017 31

Part 1: 2 nd Scenario (Continues on to Q 115 and survey is finished) Client Exit Interview Training, Somalia January 2017 32

Part 1: 3 rd Scenario Part 2! Client Exit Interview Training, Somalia January 2017 33

Part 2: Client Exit Interview Training, Somalia January 2017 34

Part 2: Client Exit Interview Training, Somalia January 2017 35

Part 2: Client Exit Interview Training, Somalia January 2017 36

Part 2: Free Response Question – Answer must be typed! (Final Q) Client Exit Interview Training, Somalia January 2017 37

Submit! Client Exit Interview Training, Somalia January 2017 38

Submission • If all questions are answered, a message will flash: “Record is queued for submission” and will upload when connected to the internet! • If all questions are not answered, this alert message will flash and unanswered questions will be highlighted in red for revision: Client Exit Interview Training, Somalia January 2017 39

Why is Family Planning Important? • Allows women and couples the ability to choose the number, spacing and timing of children • Helps prevent unwanted pregnancies • Positively impacts health and well-being of women and children • Prevents maternal and child deaths (life 40

Any Questions? Client Exit Interview Training, Somalia January 2017 41