Towards Enhanced Healthcare: A Mixed Methods Exploration of Responsiveness in Gamo Gofa Zone Hospitals, Southern Ethiopia

Background Assessing health service responsiveness is crucial for evaluating a health system’s ability to address non-health related aspects of care. This study aimed to assess the responsiveness of inpatient and outpatient services and identify influencing factors in Gamo Gofa zone hospitals, southern Ethiopia from March 2011 to June 2013. Methods A mixed methods approach was employed, involving systematic random sampling for surveys and purposive sampling for focus group discussions. Quantitative data analysis included descriptive statistics, mean score calculations, principal component analysis, and regression analysis. Thematic analysis was conducted on the transcribed qualitative data, which were triangulated with the quantitative findings. Results A survey of 419 individuals and focus group discussions with 72 participants revealed disparities in responsiveness. Dignity and confidentiality were rated high, while basic amenities for inpatients and prompt attention to outpatients were notably lacking. Principal component analysis identified patient-centered communication, patient-centered care environments, and prompt attention as key factors underlying responsiveness. The qualitative findings emphasized healthcare providers’ time insensitivity, inadequate facilities, and limited patient involvement in decision-making. Conclusion This study highlights significant gaps in health service responsiveness in Gamo Gofa zone hospitals. Interventions targeting deficiencies in patient-centered communication, patient- centered care environment and prompt attention can enhance healthcare quality and patient-centeredness. Addressing these areas is critical for improving the overall patient experience.