Health System Responsiveness in the Primary Health in a Developing Country: Expectations and Experiences of Clients

Abstract

Background: Healthcare responsiveness is an essential goal of health systems. Responsiveness focuses on the nonclinical aspects of healthcare and measures individuals; experiences. There is little knowledge about responsiveness in primary care; most responsiveness studies have focused on inpatient services. Objectives: This study aimed to assess the responsiveness of primary care in the Urmia District Health Network in northwestern Iran. Methods: Data collection was conducted at urban health centers. The data presented are from a single observational research project. Results: Two hundred forty regular clients were interviewed in selected urban health centers in the Urmia district health network. The mean total response score was satisfactory. Full access and easy receipt of services without discrimination were important and noteworthy results for responsiveness. Regarding respondents, expectations, dignity, and prompt attention were the most important domains, while provider choice and social support were the least important. The results showed no statistically significant differences between the mean responsiveness scores for ambulatory care and hospital services. Conclusion: Improvements in responsiveness domains increase convergence and alignment between clients' expectations and health system performance. In this context, dignity and prompt attention are essential.