Drivers of patient perceptions of health system responsiveness in Germany

Abstract

Background Health system responsiveness (HSR)—the ability of a health system to meet the non‐medical legitimate expectations of patients—is a key to patient‐centred health systems. Although responsiveness is essential to provide equitable and accountable health care, little is known about patient‐side drivers of HSR. This study aims to narrow this gap. Methods A survey among 20,000 Germans with substitutive private health insurance included questions on HSR and patient characteristics such as health literacy (HL), experienced discrimination, and sociodemographic information. Survey data were linked to patient‐level claims data. Logistic regression was applied to assess the association between HSR and patient characteristics. Results The sample (age 54.0 ± 16.1; 60.5% male) contains 2951 respondents with outpatient physician care in the past year. Of the nine HSR items, eight are rated as (very) good (74.4%–94.3%), except for coordination between providers (60.2%). Patient characteristics highly influence HSR: patients with high HL, for instance, are more likely to assess responsiveness as (very) good (e.g., clear explanations from physicians: OR 4.17). Poor assessment of responsiveness is seen among users who experienced discrimination. Conclusion This study revealed new associations between HSR and patient characteristics. Incorporating this knowledge in practice would help strengthen patient‐centred health services by considering patient experiences and expectations. This highlights that HSR can be used as a tool to evaluate and promote patient‐centred health services. Future research should investigate additional drivers of HSR, both on the patient and the provider sides.

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“…Similar studies were conducted among patients in Germany (Achstetter et al, 2022) The results show which elements classified as non-medical benefits for the patient should be improved in medical clinics to improve patient satisfaction, strengthen relationships and take care of the excellent reputation and image of the healthcare entity (Rudawska, 2004).…”

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