Abstract:

Background: Health insurance scheme have been introduced with the aim of providing health insurance and making health services accessible and affordable to the average citizen in the country. Our objective is to evaluate clients’ satisfaction with National Health Insurance Scheme in Jigawa State, Nigeria. Method: This study used a mixed method (both qualitative and quantitative designs) approach and was conducted between May 2016 and September 2017. Three hundred and twenty-one (321) enrollees filled questionnaires while 8 participated in face to face interview. The questionnaires were analysed using Statistical Package for Social Science (SPSS) and descriptive statistics was used to summarize the quantitative data using means, proportions and frequencies. Qualitative data were analyzed using themes. Results: The overall satisfaction score of the respondents was 80.6%). Specifically expressed satisfaction with the associated services (e.g. lab, radiology, pharmacy) (92.2%), agreed to have easy access to the medical specialist (77.9%), agreed to get prescribed drugs in the hospital (74.1%), agreed that the amount they pay during each visit before they got drug is reasonable (85.7%), satisfied with surgical procedure under NHIS (69.8%), satisfied with the referral arrangement (77%), satisfied with the overall NHIS services in this hospital (87.3%). Conclusion: More than three quarter (80.6%) of the clients are satisfied with healthcare services provided under NHIS in the hospital. Recommendations: NHIS scheme can be improved by 24 hours availability of designated doctors for NHIS clients, regular supply of drugs and by reducing waiting time.

Keywords: Universal Coverage, Health Insurance, National health insurance scheme, Patient satisfaction, Client satisfaction.

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