The Client
Every Body Texas is a nonprofit organization that administers Title X funding to clinics statewide, supporting sexual and reproductive healthcare providers with training and resources to ensure all Texans have access to safe, equitable, and high-quality care.
ARC’s partnership with Every Body Texas has enhanced their ability to manage client compliance with Texas' Title X law.
The Solution
Each quarter, ARC conducts phone shops for Every Body Texas through a series of shopper assessments. Shoppers contact a selection of Every Body Texas-funded facilities, representing each parent clinic. During their interaction with clinic staff, shoppers ask questions designed to assess a representative's Title X knowledge and compliance. These questions focus on key areas such as service costs, confidentiality, and required documentation.
Results
Through ARC's collaboration, Every Body Texas has gained valuable insights into the clinics they fund. Since the program's inception, full compliance has been consistently achieved in most cases. Of the three key areas—cost, confidentiality, and documentation—compliance rates for service costs have tended to be the lowest during any given period. When ARC shoppers inquire about costs, most clinic staff effectively convey that cost is not a barrier to being seen, either by explicitly stating this or explaining that the clinic operates on a sliding scale. However, in some instances, representatives either provide an estimate upfront or mention that the cost will depend on the services rendered, which may imply that cost is indeed a barrier to service.
For shops related to emergency contraception, ARC has observed an encouraging trend of clinic staff offering walk-in services and/or appointments within 24 hours.
Some communication discrepancies were identified when information was shared with minors versus adults, specifically related to service costs and required documentation. These findings highlight an education gap in how sexual and reproductive healthcare is communicated across age groups. The results of ARC Phone Shops have enabled Every Body Texas to identify and address key areas requiringimprovement.
