Abstract:

Background: The experience and opinion of the enrolees/clients who utilized health services through the insurance scheme are important for improving healthcare services, shaping health policies and providing feedback on the quality, availability, and responsiveness of healthcare services. Experience of enrolees will serve as a future reference point to implement potential quality improvement initiatives.

Objective: The study has the following objectives: 1) to address knowledge gap on researches on client’s satisfaction with health service provision by insurance scheme, 2). to determine the degree of clients’ satisfaction towards healthcare services through an insurance scheme.

Methodology: A cross-sectional study was conducted within the catchment area of a State -based health insurance program between Feb-May 2020. Spearman correlation analysis was conducted for the satisfaction score of each indicator and overall satisfaction score; multivariate linear regression analysis was used to identify the factors associated with overall health scheme satisfaction. A p-value of ≤ 0.05 was taken as statistically significant.

Results: The overall satisfaction mean score was 5.22 ± 0.35 (95% CI: 5.19 - 5. 37) out of 6.0. The most satisfactory domains were related to staff friendly relationship (5.83 ± 0.79), health care providers’ explanations about laboratory tests (5.79 ± 1.22), and health care providers’ explanations about prescribed drugs (5.48 ± 1.02), access to care (5.31 ± 1.16) and comprehensive (quality) services provided.

Conclusions: This study observed that the overall satisfaction level towards health care services was quite good, but the satisfaction scores can still be improved by addressing the waiting time and health facility environment cleanliness.

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