International Journal of Science and Healthcare Research

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Original Research Article

Year: 2019 | Month: January-March | Volume: 4 | Issue: 1 | Pages: 303-309

Healthcare Quality under the National Health Insurance Scheme: A Study among Patients at a Tertiary Health Institution in Nigeria

Daramola O.E1, Adesina C.T2, Adeniran A3, Akande T.M4

1AiicoMultishield Healthcare (HMO), Abuja, Nigeria.
2Department of Paediatrics, University of Abuja Teaching Hospital, Gwagwalada, Abuja-FCT, Nigeria.
3Department of Community Health and Primary Health Care, Lagos State University Teaching Hospital, Ikeja, Lagos, Nigeria
4Department of Epidemiology and Community Health, University of Ilorin, Ilorin, Kwara State, Nigeria.

Corresponding Author: Daramola O.E


Background: The National Health Insurance Scheme (NHIS) provides health services through accredited healthcare facilities, and studies have shown mixed perceptions about the quality of accessed services, with some enrollees commending it and several others adjudging it poor.
Objective: This study was to determine patients’ satisfaction with the quality of care under the NHIS and identify reasons for dissatisfaction in a tertiary healthcare institution in the Federal Capital Territory (FCT) Abuja, Nigeria.
Methodology: A cross-sectional study was conducted among NHIS patients attending the General Outpatient Department at the University of Abuja Teaching Hospital, Gwagwalada, FCT - Abuja, Nigeria in July, 2018.
Data were collected from 305 patients selected by systematic random sampling; using pretested, structured, interviewer-administered questionnaires with each satisfaction area scored in a five-point Likert scale ordinal response. The questionnaire contained information on sociodemographic characteristics and accessed services. Data analysis was done using IBM SPSS Statistics 20.0.
Results: The overall mean satisfaction score was 68.6±12.5. The major causes of dissatisfaction were: long registration processes, poor card retrieval, long waiting time, short doctor’s consultation, long time taken to get laboratory test results and unavailability of prescribed drugs.
Conclusion: The study revealed a good satisfaction level with services accessed under the NHIS in this tertiary health institution. Several causes of dissatisfaction were also given and it is essential to address these, as dissatisfaction could influence negatively patients’ health seeking behaviour, discourage utilization and result in attrition; with the attendant adverse effects on the attainment of the NHIS goals and objectives.

Keywords: Healthcare; Quality; Patients; Satisfaction; health insurance; Nigeria.

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