Provider training and long-term client outcomes: The CSI experience

The present study examined the impact of the Clinical Services Improvement (CSI) Project's provider training program on clients' long-term satisfaction and method use. A sample of 154 clients who received a family planning (FP) method in one of 30 CSI clinics were followed up over a period of 19 months through a series of home interviews. The interviews monitored clients' use of the FP method received at the clinic as well as their satisfaction with that method and the services at CSI. Results of the present study show that provider training on counseling and interpersonal communication has a positive impact on clients. Provider training is associated with correct use of FP methods, greater client satisfaction with those methods, and greater satisfaction with services. As this report indicates, provider training had an indirect influence on method continuation through improving client comprehension and satisfaction and by reducing anxiety over method side-effects. The study also highlighted a number of issues that need to be addressed by CSI to improve its quality of services and achieve more positive client outcomes.