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Health system responsiveness for care of patients with heart failure: evidence from a university hospital.

BACKGROUND
Responsiveness refers to non-clinical aspects of the health system and responds to this question that whether health system is responsive to rightful expectations of people. The present study was conducted to determine the health system responsiveness about chronic heart failure patients in one of the main heart centers in Tehran during 2012 - 2013.


METHODS
In this cross-sectional study 300 patients have completed a valid questionnaire that designed by World Health Organization (WHO) for measurement of responsiveness. Analysis of data was based on analysis WHO multi-country study that was designed to evaluate responsiveness in health care systems.


RESULTS
In outpatient services, worst performance was related to choice and prompt attention domains (35.8% and 35.1%). Autonomy (31.5%) has the worst performance of inpatient services. Both in outpatient and inpatient services "confidentiality of information" has the best performance (87.8% and 85.6%). Responsiveness of the health system in inpatient services has the worst performance comparing to outpatient services (57.2% versus 66.5%). Most important domains from patient's view were prompt attention and dignity (47% and 23%).


CONCLUSION
More attention to patient's rights, giving them opportunity to choose health care services (choice), providing fast access to emergency care (prompt attention) and considering autonomy are most important aspects of health responsiveness.  From patient's view "prompt attention" was reported as the most important aspect of responsiveness.