Rashidian et al. References 1 Vitrai J. Inequality in health system responsiveness. Joint WHS report, 2007. 2 Coulter A, Cleary PD. Patients’ ex- periences with hospital care in five countries. Health Aff (Millwood). 2001;20:244-52. [11585173] [doi:10. 1377/hlthaff.20.3.244] 3 Sitzia J, Wood N. Patient satisfac- tion: a review of issues and con- cepts. Soc Sci Med. 1997;45:1829- 43. [9447632] [doi:10.1016/S0277- 9536(97)00128-7] 4 WHO. The World health report 2000: health systems: improving performance. Geneva: World health organization, 2000. 5 Silva A, Valentine N. Measuring responsiveness: results of a key in- formants survey in 35 countries. PE Discussion Paper No: 21. Geneva, World Health Organization, 2000. 6 Rice N, Robone S, Smith PC. The measurement and comparison of health system responsiveness. HEDG Working Paper 08/05, 2008. 7 Peltzer K. Patient experiences and health system responsiveness in South Africa. BMC Health Serv Res. 2009;9:117. [19602290] [doi:10.11 86/1472-6963-9-117] 8 Hsu CC, Chen L, Hu YW, Yip W, Shu CC. The dimensions of respon- siveness of a health system: a Tai- wanese perspective. BMC Public Health. 2006;17:72. [16542462] [doi:10.1186/1471-2458-6-72] 9 Wensing M, Vedsted P, Kersnik J, Peerman W, Klingenberg A, Hearn- shaw H, Hjoridhl R, Paulus D, kunzi B, Mendive J, Grol R. Patient satis- faction with availability of general practice: an international compari- son. Int J Qual Health Care. 2002; 14:111-8. [11954680] 10 Ware JE Jr, Snyder MK, Wright WR, Davies AR. Defining and measuring patient satisfaction with medical care. Eval Program Plann. 1983;6: 247-63. [10267253] [doi:10.1016/ 0149-7189(83)90005-8] 11 Andaleeb SS. Service quality per- ceptions and patient satisfaction: a study of hospitals in a developing country. Soc Sci Med. 2001;52:1359-70. [11286361] [doi:10.1016/S0277-9536(00)00235- 5] 12 van Campen C, Sixma HJ, Kerssens JJ, Peters L, Rasker JJ. Assessing patients' priorities and perceptions of the quality of health care: the devel- opment of the QUOTE-Rheumatic- Patients instrument. Br J Rheu- matol. 1998;37:362-8. [9619883] [doi:10.1093/rheumatology/37.4.36] 13 Evans DB, Edejer TT, Lauer J, Julio Frenk J, Murray CJL. Measuring quality: from the system to the pro- vider. Int J Qual Health Care. 2001; 13:439-46. [11769745] [doi:10.10 93/intqhc/13.6.439] 14 Kenagy JW, Berwick DM, Shore MF. Service quality in health care. JAMA. 1999;281:661-5. [10029131] [doi:10.1001/jama.281.7.661] 15 Valentine N, Silva A, Kawabata K, Darby CH. Murray J.L C, Evans D. Health system responsiveness: con- cepts, domains and organization. In: Murray C.J.L., Evans D.B., ed. Health System Performance As- sessment (Debates, Methods and Empiricism). 1st ed Geneva: World Health Organization, 2003; p. 565-72. 16 Davari M, Haycox A, Walley T. Health Care Challenges in Iran. Iran J Public Health. 2005;34:30-31. 17 Iran Statistics Center. National popu- lation and housing census 2006. Tehran; 2007. 18 Shahandeh K, Majdzadeh SR, Ka- mali SH. analysing population char- acteristic and socioeconomic indica- tos of 17th district of Tehran: popula- tion research center of Tehran Uni- versity of Medical Sciences. Diabe- tes and Lipid Journal. 2003;3:5-10. (Persian) 19 Heshmat R, Fakhrzade H, Pourebrahim R, Nouri M, Alaedini F. study of cardiovascolar disease risk factors in 17th district of Tehran population research center of Tehran University o Medical Sciences: statis- tical designing and sampling meth- od. Diabetes and Lipid Journal. 2003; 3:21-5. (Persian) 20 Üstün TB, Chatterji S, Mechbal A, Murray CJL. The World Health Sur- veys. In: Murray CJL, Evans DB, ed- itors. Health Systems Performance Assessment (Debates, Methods and Empiricism). 1st ed. Geneva: World Health Organization, 2003; p. 797- 808. 21 Asghari S, Malekafzali H, Holakoei K, Majdzadeh R, Soleimani F, Amirsalari S. Health service utilization by mental- ly handicapped children and factors affecting it. Sci J Public Health Re- search. 2007;5:29-37. (Persian) 22 Ebrahimnia M, Ameron A, Farahani M, Khodami H, patient satisfaction of services in military hospitals. Iran J Military Medicine. 2010;12:101-5. (Persian) 23 Azimi A, Akbarzadeh K. Review of patient satisfaction of services pro- vided in hospitals in Ilam. Ilam Univ Med Sci. J 2004;3:10-6. (Persian) 24 Zolfaghari A, Ovays S, Adibi A, Akbari P. How do control the quality of patient satisfaction in hospitals providing care to use? Teb-o Tazkiye. 2005;14:35-43. (Persian) 25 Bahrampour A, Zolala F. Patient satisfaction and related factors in Kerman hospitals. East Mediterr Health J. 2005;11:905-12. [16761660] 26 Dormohammadi T, Asghari F, Ra- shidian A. What Do Patients Expect from Their Physicians? Iran J Public Health. 2010;39:70-77. 27 De Silva A, Valentine N. A framework for measuring responsiveness. EIP Discussion Paper No. 21. Geneva: World Health Organization; 2000. 28 Evans DE, Bendib L, Tandon A, Lauer J, Ebener S, Hutubessy R, Asasa Y & Murray CJL. Estimates of income per capita, literacy, educa- tional attainment, absolute poverty, and income Gini coefficients for the World Health Report 2000. GPE Discussion Paper No. 7. Geneva: WHO; 2000. 29 Gouveia GC, Souza WV, Luna CF, Souza-Júnior PR, Szwarcwald CL. Health care users' satisfaction in Brazil, 2003. Cad Saude Publica. 2005;21:109-18. [16463002] [doi:10. 1590/S0102-311X2005000700012] 30 Valentine NB, Ortiz JP, Tandon A, Kawabata K, Evans DB, Christo- pher JL, Murray CJL: Patient expe- riences with health services: popu- lation surveys from 16 OECD coun- tries. In: Murray CJL, Evans DB, ed. Health systems performance assessment: debates, methods and empiricism. 1st ed. Geneva: WHO, 2003; p. 643-652. 31 Rashidian A. Clinical governance in Tehran University of Medical Sci- ences: improving quality of primary and secondary care, a case study. Bimarestan. (Hospital) 2009;8:27- 32. (Persian) 308 WWW.ircmj.com Vol 13 May 2011