Health systems responsiveness: A measure of the acceptability of health-care processes and systems from the user’s perspective

Performance Measurement for Health System Improvement: Experiences, Challenges and Prospects

Volumn , Issue , 2010, Pages 138-186

  Valentine, Nicole ^a   Prasad, Amit ^b   Rice, Nigel ^c   Robone, Silvana ^c   Chatterji, Somnath ^a  

^a WORLD HEALTH ORGANIZATION   (Switzerland)

^b Kobe College   (Japan)

^c UNIVERSITY OF YORK   (United Kingdom)

Author keywords

[No Author keywords available]

Indexed keywords

EID: 84889894906     PISSN: None     EISSN: None     Source Type: Book    
DOI: 10.1017/CBO9780511711800.007     Document Type: Chapter

References (41)

1. Aday, LA., Andersen R, (1974). ‘A framework for the study of access to medical care’. Health Services Research, 9(3): 208-220.
2. AHRQ (1999). CAHPS 2.0 survey and reporting kit. Rockville, MD: Agency for Healthcare Research and Quality.
3. Andersen, RM (1995). ‘Revisiting the behavioral model and access to medical care: does it matter?’ Journal of Health and Social Behavior, 36(1): 1-10.
4. Bago d’Uva, T., van Doorlsaer, E., Lindeboom, M., O Donnell O, (2007). ‘Does reporting heterogeneity bias the measurement of health disparities?’ Health Economics, 17(3): 351-375.
5. Blendon, RG., Schoen, C., DesRoches, C., Osborn, R., Zapert, K, (2003). ‘Common concerns amid diverse systems: health care experiences in five countries. The experiences and views of sicker patients are bellwethers for how well health care systems are working.’ Health Affairs, 22(3): 106-121.
6. Bradley, EH., McGraw, SA., Curry, L., Buckser, A., King, KL., Kasl, SV., Andersen R, (2002). ‘Expanding the Andersen model: the role of psychosocial factors in long-term care use.’ Health Services Research, 37(5): 1221-1242.
7. Commission of the European Communities (2007). White Paper. Together for health: a strategic approach for the EU 2008-2013. Brussels: European Commission (http://ec.europa.eu/health/ph_overview/Documents/strategy_wp_en.pdf).
8. De Silva, A. (2000). A framework for measuring responsiveness. GPE Discussion Paper Series No. 32 (http://www.who.int/responsiveness/papers/en).
9. Donabedian, A (1973). Aspects of medical care administration. Cambridge, MA: Harvard University Press.
10. Donabedian, A (1980). Explorations in quality assessment and monitoring: the definition of quality and approaches to assessment. Ann Arbor, Michigan: Health Administration Press.
11. Garratt, AM., Solheim, E., Danielsen K, (2008). National and cross-national surveys of patient experiences: a structured review. Oslo: Norwegian Knowledge Centre for the Health Services (Report No. 7).
12. Gilson, L., Doherty, J., Loewenson, R., Francis V, (2007). Challenging inequity through health systems. Final Report Knowledge Network on Health Systems (http://www.who.int/social_determinants/knowledge_networks/final_reports/en/index.htm).
13. Groot, W (2000). ‘Adaptation and scale of reference bias in self-assessments of quality of life.’ Journal of Health Economics, 19: 403-420.
14. Hall, JA., Feldstein, M., Fretwell, MD., Rowe, JW., Epstein AM, (1990). ‘Older patients’ health status and satisfaction with medical care in an HMO population.’ Medical Care, 28: 261-70.
15. Harper, S., Lynch J, (2006). Measuring health inequalities. In: Oakes, JM. Kaufman, JS (eds.). Methods in social epidemiology. San Francisco: John Wiley & Sons.
16. Labarere, J., Francois, P., Auquier, P., Robert, C., Fourny M, (2001). ‘Development of a French inpatient satisfaction questionnaire.’ International Journal for Quality in Health Care, 13: 99-108.
17. Landis, JR., Koch GG, (1977). ‘The measurement of observer agreement for categorical data.’ Biometrics, 33: 159-174.
18. Lindeboom, M., van Doorslaer E (2004). ‘Cut-point shift and index shift in self-reported health.’ Journal of Health Economics, 23(6): 1083-1099.
19. Murray, CJL., Frenk J, (2000). ‘A framework for assessing the performance of health systems.’ Bulletin of the World Health Organization, 78: 717-731.
20. Murray, CJL., Tandon, A., Salomon, J., Mathers CD, (2001). Enhancing cross-population comparability of survey results. Geneva: WHO/EIP (GPE Discussion Paper No. 35).
21. Nunnally, JC., Bernstein IH, (1994). Psychometric theory, 3rd ed. New York: McGraw-Hill.
22. Picker Institute (1999). The Picker Institute Implementation Manual. Boston, MA: Picker Institute.
23. Rice, N., Robone, S., Smith PC, (2008). The measurement and comparison of health system responsiveness. Presentation to Health Econometrics and Data Group (HEDG), January 2008, University of Norwich (HEDG Working Paper 08/05).
24. Salomon, J., Tandon, A., Murray CJ, (2004). ‘Comparability of self-rated health: cross-sectional multi-country survey using anchoring vignettes.’ British Medical Journal, 328(7434): 258.
25. Shengelia, B., Tandon, A., Adams, O., Murray CJL, (2005). ‘Access, utilization, quality, and effective coverage: an integrated conceptual framework and measurement strategy.’ Social Science & Medicine, 61: 97-109.
26. Solar, O., Irwin A, (2007). A conceptual framework for action on the social determinants of health. Draft discussion paper for the Commission on Social Determinants of Health. April 2007 (http://www.who.int/social_determinants/resources/csdh_framework_action_05_07.pdf).
27. Steine, S., Finset, A., Laerum E, (2001). ‘A new, brief questionnaire (PEQ) developed in primary health care for measuring patients’ experience of interaction, emotion and consultation outcome.’ Family Practice, 18(4): 410-419.
28. Tanahashi, T (1978). ‘Health service coverage and its evaluation.’ Bulletin of the World Health Organization, 56(2): 295-303.
29. Üstün, TB., Chatterji, S., Mechbal, A., Murray CJL,. WHS Collaborating Groups (2003). The world health surveys. In: Murray, CJL. Evans, DB (eds.). Health systems performance assessment: debates, methods and empiricism. Geneva: World Health Organization.
30. Üstün, TB., Chatterji, S., Mechbal, A., Murray CJL, (2005). Quality assurance in surveys: standards, guidelines and procedures. In: Household surveys in developing and transition countries: design, implementation and analysis. New York: United Nations (http://unstats.un.org/unsd/hhsurveys/pdf/Household_surveys.pdf).
31. Üstün, TB., Chatterji, S., Villanueva, M., Bendib, L., Çelik, C., Sadana, R., Valentine, N., Ortiz, J., Tandon, A., Salomon, J., Cao, Y., Jun, XW., Ozaltin, E., Mathers, C., Murray CJL, (2001). WHO multi-country survey study on health and responsiveness 2000-2001. Geneva: World Health Organization (GPE Discussion Paper 37) (http://www.who.int/healthinfo/survey/whspaper37.pdf).
32. Valentine, N., Bonsel, GJ., Murray, CJL. (2007). ‘Measuring quality of health care from the user’s perspective in 41 countries: psychometric properties of WHO’s questions on health systems responsiveness.’ Quality of Life Research, 16(7): 1107-1125.
33. Valentine, N., Darby, C., Bonel GJ, (2008). ‘Which aspects of non-clinical quality of care are most important? Results from WHO’s general population surveys of health systems responsiveness in 41 countries.’ Social Science and Medicine, 66(9): 1939-1950.
34. Valentine, NB., de Silva, A., Kawabata, K., Darby, C., Murray, CJL., Evans DB,. (2003). Health system responsiveness: concepts, domains and operationalization. In: Murray, CJL. Evans, DB (eds.). Health systems performance assessment: debates, methods and empiricism. Geneva: World Health Organization.
35. Valentine, NB., Lavallee, R., Liu, B., Bonsel, GJ., Murray CJL, (2003a). Classical psychometric assessment of the responsiveness instrument in the WHO multi-country survey study on health responsiveness 2000 -2001. In: Murray, CJL. Evans, DB (eds.). Health systems performance assessment: debates, methods and empiricism. Geneva: World Health Organization.
36. Ware, JE., Hays RD, (1988). ‘Methods for measuring patient satisfaction with specific medical encounters.’ Medical Care, 26(4): 393-402.
37. WHO (2000). The world health report 2000. Health systems: improving performance. Geneva: World Health Organization.
38. WHO (2001). Report on WHO meeting of experts responsiveness (HFS/FAR/RES/00.1) Meeting on Responsiveness Concepts and Measurement. Geneva, Switzerland: 13-14 September 2001 (http://www.who.int/health-systems-performance/technical_consultations/responsiveness_report.pdf).
39. WHO (2005). The health systems responsiveness analytical guidelines for surveys in the multi-country survey study. Geneva: World Health Organization (http://www.who.int/responsiveness/papers/MCSS_Analytical_Guidelines.pdf).
40. WHO (2005a). WHO glossary on social justice and health. A report of the WHO Health and Human Rights, Equity, Gender and Poverty Working Group. Available online at WHO, forthcoming.
41. WHO & EQUINET (forthcoming). A framework for monitoring equity in access and health systems strengthening in AIDS treatment programmes: options and implementation issues. Geneva: World Health Organization and EQUINET.