Development of a Client Experience of Care Metric to Measure Person‐Centered Care for Injectable Contraceptive Clients in Lilongwe, Malawi

Abstract

Abstract The aim of this study was to develop and psychometrically assess a client‐experience‐of‐care metric tailored for women in Lilongwe, Malawi, using self‐administered or provider‐administered depot medroxyprogesterone acetate subcutaneous (DMPA‐SC) and to assess differences in experiences of care between the two groups. A client exit interview was administered to 400 Malawian women who had self‐injected ( n = 198) or received provider‐administered ( n = 202) DMPA‐SC within the three months preceding the study. Iterative exploratory factor analysis with a polychoric matrix was performed. Cronbach's alpha was used to assess scale reliability. Bivariate and multivariate generalized linear regression models with robust standard errors were used to test for differences in client experience between self‐administered and provider‐administered clients. Exploratory factor analysis yielded a two‐factor solution, identifying a unifying scale for client experience of care (eight items) and a subscale for empowerment (ten items). The client experience of care scale had moderate construct validity, explaining 40 percent of the variance, high criterion validity with a positive and statistically significant ( p < 0.05) correlation coefficient, and low‐to‐moderate reliability (alpha = 0.68). In adjusted models, statistically significant differences in client experience of care were detected by injection method, with self‐injecting clients reporting better experiences of care compared to provider‐administered clients.