However, almost all countries are similar in that enhancement of responsiveness induced a profound effect on encouraging patients to seek health care from health agencies to improve their health status. Īccording to a survey conducted by WHO, health system responsiveness significantly vary among nations with diverse cultures, economics, and politics. Considering the interaction between the health system and residents as well as the importance of the basic human rights maintained by the health system, WHO recommends responsiveness as one of the three main goals,. Thus, promoting human health is a prime goal of human rights. Similarly, WHO stated that “without health, other rights have little meaning”. Particularly, the elements of “dignity” and “confidentiality” best reflect human rights. Mann likewise advocated that protecting human rights is synergistic with improving public health. The International Covenant on Economic, Social, and Cultural Rights (ICESCR) contains “the right to health”. Moreover, health service responsiveness is recognized as one of the basic human rights. Finally, the elements of responsiveness are steadier than those of patient satisfaction because responsiveness does not evaluate medical technology. Third, patient satisfaction is a complicated mixture of expectant expectations and experiences of medical care, whereas responsiveness evaluation assesses the extent by which the health system meets the individuals’ general expectations for health services. In the responsiveness assessment, non-medical aspects of the health system are given more focus than the medical ones. Second, patient satisfaction is usually evaluated on both medical and non-medical aspects, in which satisfaction with clinical nursing and medical technology is important. Despite being a new concept that was introduced by WHO in 2000, responsiveness is becoming a hot spot for evaluating the health service system. Hulka and her colleagues then initiated the conceptualization of patient satisfaction, , a mature concept with an accepted international standard called Customer Satisfaction Index (CSI). First, the concept of customer satisfaction was introduced into the field of marketing by Cardozo (1965). Responsiveness evaluation is different from patient satisfaction measurement. Responsiveness requires all member states to improve responsiveness levels and reduce unfairness in the health system. Of the three, and proposed for the first time, responsiveness refers to how well the health system meets the population expectations for the non-health enhancing aspects of the system. The framework put forward by the World Health Organization (WHO) in 2000 highlight health, responsiveness, and fairness of financing as the three main targets in the assessment of health system performance.
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