Cadernos de Saúde Pública
Print version ISSN 0102-311X
ANDRADE, Gabriela Rieveres Borges de; VAITSMAN, Jeni and FARIAS, Luis Otávio. Methodology for developing a health service responsiveness index (SRI). Cad. Saúde Pública [online]. 2010, vol.26, n.3, pp. 523-534. ISSN 0102-311X. http://dx.doi.org/10.1590/S0102-311X2010000300010.
The article presents the methodology used to develop a health service responsiveness index (SRI). The index was based on patient data at the Evandro Chagas Research Institute, a unit of the Oswaldo Cruz Foundation in Rio de Janeiro, Brazil. Responsiveness refers to the health system's response to users' expectations. The SRI expresses patients' positive or negative perceptions in two dimensions: patient orientation and personal respect. The methodology integrates research data in an evaluation tool, with the aim of improving quality of services and directing interventions and monitoring changes over time.
Keywords : Health Services; Health Services Evaluation; Quality of Health Care.