Perception and Satisfaction of Employees with National Health Insurance Scheme Services: A Descriptive Study at University College Hospital, Ibadan, Nigeria

Abstract

Aim: To assess perception and satisfaction of employees with National Health Insurance Scheme (NHIS) Services and to ensure quality NHIS services for all employees in health institutions in Nigeria. Study Design: Descriptive cross-sectional design. Place and Duration of Study: Department of Clinical Nursing, Department of Physiotherapy, Department of Health Information Management, Department of Medicine, Department of Medical Laboratory, Department of Administration Services, Department of Accounting, Department of Engineering, Department of Public Relation, Department of Social Work and Department of Radiography, at University College Hospital (UCH), Ibadan Nigeria between February 2016 and March 2016. Methodology: Three hundred and fifty eligible employees in the study setting completed a self-administered questionnaire. Knowledge of respondents with NHIS; problems encountered by respondents during registration with NHIS; respondents’ perception of NHIS services; factors hindering effective utilization of NHIS services by respondents and satisfaction of respondents with NHIS services were assessed. Chi-Square test was used to determine relationships between variables. Results: One hundred and sixty-two (46.3%) males and 188 (53.7%) females participated in the study with 82% response rate. Their mean age was 34.6±1.7. Level of Significance was set at = .05. Only 51.4% had good knowledge while 48.6% had poor knowledge about NHIS program. Forty-two percent and 20% of respondents rated NHIS services as good and excellent respectively. Meanwhile, 48.6% respondents were satisfied with the services of the scheme. Respondents’ ethnicity was not significant with their perception of NHIS services and gender was also not significant with their level of satisfaction with NHIS services. Conclusion: Satisfaction with NHIS services was low at UCH, Ibadan, Nigeria. This may result to under utilization of the scheme, poor health status and low productivity among the employees of this institution. However, further study needed to be done to explore the opinions of employees on the way forward.