Client satisfaction is considered as one of the desired outcomes of health care and it is directly related to the utilization of health services. It reflects the gap between the expected and the experience of the service from the client's point of view. Currently, one of the most significant challenges in healthcare institutions is client retention as this problem has been largely attributed to the inherent lack of enough and satisfactory service to clients. It is against this background that the purpose of this facility-based, cross-sectional study was to investigate the factors influencing the satisfaction with the family planning services among women of reproductive age seeking services at health facilities in Siaya County, Kenya. The study was conducted among women of reproductive age seeking FP services in 4 sub-county public hospitals: Bondo, Ukwala, Madiany, and Yala, in Siaya County, as well as healthcare providers serving the women during the period of study. A simple random sampling technique was used to select the participants in quantitative findings while the purposive sampling technique was used for qualitative data. Data was collected using semi-structured questionnaires for women receiving service and a key informant interview guide for healthcare workers. Quantitative data were analyzed using descriptive statistics and inferential statistics using STATA (v 15) while qualitative data was analyzed using content analysis. Most (60.06%) of the clients served were aged between 20-24 years and 194 (56.56%) were married. The majority (92.71%) of the clients had high satisfaction with the services they received at the health facilities, and women with high levels of interaction with the providers were about 68% more likely to be satisfied with the FP services as compared to females with low provider-client interactions (OR= 0.68, p=.021<0.05). There was no statistically significant association between satisfaction and facility level, age category, marital status, who referred the females for FP services, the source of FP information, waiting time, cost of service, and level of education (α = 0.05). The Ministry of Health, through the individual health facilities and relevant stakeholders, should identify mechanisms of maintaining the satisfaction of women using family planning methods, while ensuring more information is provided by the mainstream healthcare workers.

Keywords: FP services, Client satisfaction, Client retention, Utilization of health services.

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