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Private Provider Quality Assurance Mystery Client Study Report

To improve the quality of private sector services, the Private Sector Project for Women’s Health focuses on provider training and education, as well as a quality assurance certification program. In July 2009, PSP Jordan implemented a mystery client study to assess the long-term impact of Quality Assurance certification on the clinical practices of private providers. The mystery client study was designed to observe provider interaction with patients, assess medical appropriateness of prescribed family planning methods, and document the available resources in clinics.

The mystery client study found that providers who participate in the quality certification for Family Planning with Specific Personal and Medical conditions provide high-quality, comprehensive counseling for patients who present with complicated medical scenarios. Although there are some gaps in counseling and infection control, mystery clients are mostly happy with the services offered by trained providers.

The results of this evaluation indicate that the program can work to reinforce specific messages and provide ongoing support to private providers after the completion of the certification process. A debriefing session will be held with participating providers to discuss key findings, areas for improvement, and mystery client feedback.