Evaluation of Non-Medical Services’ Responsiveness Using a National Model: Patients’ Viewpoint

Abstract

Background: Responsiveness is the main indicator of high performance in every health system. This study was conducted to assess non-medical services’ responsiveness from patients’ viewpoint through applying a localized responsiveness model in Iran. Methods: This was a descriptive, cross-sectional study, conducted in three hospitals of Yazd province in 2015. To collect data, a standardized questionnaire was used and data were analyzed by SPSS 16 software package, through applying descriptive statistical tests, T-test, correlation and analysis of variance (ANOVA). Results: The study findings revealed that a mean score for responsiveness from patients’ viewpoint was 2.48 ± 0.26 at a public hospital, 2.14 ± 0.26 at a private and 2 ± 0.27 at a charity hospital representing an average level for hospitals under study. The highest and lowest mean scores among different aspects of responsiveness belonged to dignity (2.5 ± 0.36) and informed choice (1.9 ± 0.43). Conclusions: Given that responsiveness was evaluated at an average level, appropriate policy interventions and necessary reforms are proposed to increase its status in under study hospitals. Keywords: Patient, Non-Medical Support Services, Responsiveness, Viewpoint