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Table 1 Elements as defined in the WHO responsiveness concept [4, 7]

From: A critical assessment of the WHO responsiveness tool: lessons from voluntary HIV testing and counselling services in Kenya

Element Question Handles (Sub-elements)
Dignity The element implies that individuals are treated with respect by being welcomed at the health-care unit and addressed respectfully. It also implies being treated with concern, and being examined in a manner that respects the client's privacy and the right of individuals with infectious diseases such as HIV to be safeguarded.
Autonomy This element deals with involvement in decision making, and assumes that this can only happen if the users are provided with relevant information, consulted on preferences, and that patients' consent is sought before any proceeding. It also implies that respect is observed on the right of patients of sound mind to refuse treatment.
Confidentiality This element of responsiveness is related to high maintenance of confidentiality of any information that is provided by the patient, confidentiality of medical records and information about individuals, and privacy during consultations by health providers.
Prompt Attention This element is defined as care provided readily and as soon as necessary. It includes short waiting-times for treatment or consultations, short-lists for consultations, reasonable waiting-times for appointments, fast care for emergencies as well as the accessibility of the health facility.
Quality of Basic Amenities This element deals with the extent to which the health facility's physical infrastructure is welcoming and pleasant. It mainly includes clean surroundings, maintenance, adequate furniture, sufficient ventilation, clean water, clean toilets and clean linen.
Choice of Provider This element is related to the health-care institutions and health providers. It is defined as the power or opportunity to the selection of a provider which requires more than one option. It deals with patients being able to access health services without much difficulty, ability to choose a health-care provider within a health-care unit, individuals being able to get a second opinion, and ability of individuals to get appropriate specialist care.
Social Support In Hospitals: visits, having special foods, religious practices.