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Using Client Satisfaction Data for Quality Improvement of Health Services in Peru

A private, nonprofit clinic in Peru was alarmed by low utilization when a natural disaster forced community members to forego health services to meet more pressing personal needs. Lowering services fees brought clients back but was not viable long term. Client satisfaction data from focus groups, suggestion boxes, and exit interviews shed light on causes of client dissatisfaction so that systematic team problem solving would bring clients back to the clinic, restoring its financial stability and preserving its vital position in the community.