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Exit Interview
What is it?
An Exit Interview is a type of User Survey that is
given to users after they receive a service, or as they leave the health
center, clinic, or hospital.
Who uses it?
The team, the manager.
Why use it?
It is an easy, direct observation technique that allows measurement of
users' perceptions and attitudes. An Exit Interview is particularly useful
whenever new services are introduced or changes are made in existing services,
or to determine client satisfaction with current services.
When to use it?
When you want to determine the user's immediate reaction to the services being
provided, to identify potential problems in service delivery.
How to use it:
- Define the issues you want to investigate using the exit interview.
- Create the questionnaire.
In addition to the strategies listed in the user
survey tool, you should also consider:
- questions to discover how services could be improved
- questions to discover what aspects clients are satisfied with
- "missed opportunities" questions to discover whether any opportunities
were not used to their best advantage (for example, a mother came to have her
children immunized--did anyone speak to her about family planning?)
- Review the questionnaire with all staff for their input and to gain their
support for using the results.
- Test the questionnaire (for format, sequence, and comprehension)
with a small group of users (a focus group).
- Do a statistical analysis with the preliminary results of the test.
- Define a sample of users to whom the survey will be applied.
Some tips:
The questions planned for the questionnaire can be in open- or closed-ended format:
- Open questions allow people surveyed to respond in their own
words and develop their answer. The benefit of open questions is that you receive more detailed information, but the survey takes more time.
- When asked closed questions, people surveyed have to choose
between various options. The benefits of closed questions are that you can collect more information in less time than you can with the open format and you can get more precise answers. However, you lose the depth of information you receive with open questions.
Example:
Here is an example of an exit interview being utilized to describe a problem.
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