Here, at carafem, we consider client satisfaction to be the heart of our service. Before we even built our first health center, we brainstormed what the best possible client experience could be. We wanted to carafem to be different—to be comfortable, welcoming, nonjudgmental, and professional—and affordable because every person deserves quality reproductive health care in a client-centered environment. We read the research, talked with clients, and ultimately developed a service experience that is focused exclusively on supporting the client from the moment they call, all the way through to the end of their procedure or appointment.
We wanted to change the environment of abortion care and to elevate the conversation around abortion, but we didn’t know how people would react to it. After having our first health center open for almost a year, the feedback we’ve received has been nothing short of mind-blowing. We are amazed, again and again, to read some of the stories from the people we’ve served. Today, we’re sharing five particularly memorable client testimonials from 2015:
- A Safe Place
Although she didn’t say much else, this client’s feedback was so validating to us because it told us that we’re on the right path when it comes to providing abortion and birth control services. Reproductive healthcare decisions can be tough, so we made sure to staff our center with knowledgeable, compassionate people. We know that many of our clients come to us already stressed and worried, so we make sure to offer them tea or water, ask them how they’re doing, and provide comfortable chairs and gentle lighting so that they can relax. When this client shared with us that she felt safe and validated, we knew that we were doing something right.
- Already a Mom
This client’s feedback was important because it confirmed to us that we’re reaching the people who need abortion and birth control services the most. Contrary to popular opinion, statistics tell us that the majority of people who seek abortions are already parents! Seeing this card showed us that our message is getting to the people who need to hear it.
One of the things we consider when building a health center is how accessible it is – is public transportation nearby? Do we have a parking lot? We put as much thought into our location as we do our services, so knowing that people can find us – whether it’s a teenager with an unplanned pregnancy, a middle-aged mom looking for an IUD, or a college student looking for the morning after pill – is just as important as how we treat them when they walk through the door.
We welcome all support people at the health center. Our clients bring their moms, sisters, friends, partners, husbands, and others, and we want to make their visit a positive experience for them, as well. We make sure that our clients and their companions feel welcomed and supported, and include the companions in the medication abortion education session so that they, as well as our client, feel empowered and knowledgeable.
- Above & Beyond Any Other Experience
This card touched us because it shows that we are providing a truly unique and high quality service. Our commitment to client experience, along with our refusal to perpetuate any kind of secrecy or shame around reproductive healthcare, has created a one-of-a-kind experience for our clients, and we couldn’t be more thrilled. Hearing our clients say things like this tells us that our values of respect, compassion, and honesty are being clearly communicated, and that’s exactly what we hoped for.
- Classy, Chic, & Modern
Lastly, this card was just the icing on the cake. When we saw it, we were so inspired that we used it for the launch of our #BecauseYouMatter campaign last month! This client’s self-esteem shines through in her feedback, and we’re honored that we were able to meet her where she wanted and needed to be. In the end, this is what carafem is all about – supporting the people who come to us with dignity, respect, and – perhaps most importantly – the education and tools to decide their own fate, both inside and outside of the bedroom.
Thank you, from all of us at carafem
To those who we have had the privilege of serving, we appreciate your feedback! A lot of messages we received this year expressed gratitude, and we are equally grateful for your support and trust. With your feedback, we can continue to learn and improve our model so that more people can access quality care, because everyone deserves this.
Were you a carafem client, or a supporter of a client? Then we want to hear from you! Use the hashtag #mycarafemexperience to share your story on social. Don’t forget to sign up for our newsletter to hear more results from our first year open!