Table 7 Conceptualising health system responsiveness as distinct from health service responsiveness
From: Health system responsiveness: a systematic evidence mapping review of the global literature
|  | ‘Health service responsiveness’ | ‘Health system responsiveness’ |
|---|---|---|
Focus | Response of the health service to patient needs (patient-centered, individual) | Responsiveness of the whole system (public/private, all sectors), to all people in the system (people-centered, the public, citizens) |
Goal | Improved quality of care, satisfaction of patient needs | A system that learns and adapts in response to the (sometimes multiple) needs of its people, towards the achievement of values such as equity and justice |
Reaction | Can see feedback and immediate response on service | Reaction might to take longer (time-lag on HS change, HS more resistant to change than a specific service) |
Common mechanisms | Surveys, score/report cards, patient records, patient autopsy, satisfaction/exit surveys, complaint boxes, hotlines, e-grievance systems, patient advocates | Social audits, information systems, clinic committees, intersectoral health forums, community monitoring, policy engagement, social media, social protest, community information systems |
Assessment | Can be assessed in a linear fashion, considering single influences | Requires consideration of multiple factors and influences, including social and political context – complex and adaptive |