Assessing and comparing responsiveness (non-clinical Aspects of Health Services Provided) from Patients` perspective in public and private Hospitals and Health Centers of Tabriz in 2014

Abstract

Abstract: Introduction: In the healthcare systems, people's health changes in many ways which only one of them is changing their medical status. Another important aspect of the system that can affect individual's heath is the way that they are treated and the environment in which they receive services, the aspect which is defined as "Responsiveness". Aim of study: The aim of the present study was to measure responsiveness and compare it in the public and private hospitals and health centers of Tabriz. Therefore solutions for improving health system`s performance would be suggested. Method: This study was performed in five stages. In the first stage a systematic review was conducted to determine factors influencing health systems responsiveness factors.in the second stage using a qualitative study, responsiveness domains were determined in the focus group discussions. In the third stage a questionnaire was developed based on the information collected from two previous stages and in the fourth stage the data for measuring responsiveness in the public and private hospitals and health centers were gathered. For reporting quantitative variables frequency and mean (SD) were used. In the fifth stage using Tukey test, significant differences between public and private hospitals and health centers were analyzed. Statistical analyses were carried out using SPSS software version 21. P-values ≤ 0.05 were considered as statistically significant level. Results: The aspects "privacy" and "quality of basic amenities" had the most scores in the public hospitals and the aspects of "support groups" and "prompt attention" had the lowest scores. In the private hospitals the aspects with the most scores were "privacy", "communications" and "quality of basic amenities" and the aspect with the lowest score was "support groups". In the health centers the most scores were related to the aspects of "privacy" and "quality of basic amenities" and the lowest scores were related to the aspects of "choice of care provider" and "support groups". Conclusion: By considering each domains of responsiveness we will be able to determine the health care systems current situation more effectively and understand patients and care givers` opinions and satisfaction about healthcare delivered to them. Determining the weak aspects and planning to improve these aspects would improve healthcare provided by the health systems. The present study showed that responsiveness rate was low in the aspects of "support groups", "prompt attention" and "choice of care provider". Therefore the health systems especially care providers, hospital, clinics and health organization managers should be aware of patients view point and they must have specific improvement programs for increasing responsiveness of care for patients and care givers. Key words: responsiveness, non-clinical aspects, public hospital, private hospital, health center