Factors Influencing Satisfaction with Service Delivery Among National Health Insurance Scheme Enrollees in Ibadan, Southwest Nigeria

David Ayobami Adewole; Steve Reid; Tolu Oni; Ayo Stephen Adebowale

doi:10.1177/23743735221074186

Factors Influencing Satisfaction with Service Delivery Among National Health Insurance Scheme Enrollees in Ibadan, Southwest Nigeria

J Patient Exp. 2022 Jan 24:9:23743735221074186. doi: 10.1177/23743735221074186. eCollection 2022.

Authors

David Ayobami Adewole¹, Steve Reid², Tolu Oni³, Ayo Stephen Adebowale⁴

Affiliations

¹ Department of Health Policy and Management, Faculty of Public Health, College of Medicine, University of Ibadan, Ibadan, Nigeria.
² Primary Health Care Directorate, Faculty of Health Sciences, University of Cape Town, Observatory, South Africa.
³ Medical Research Council Epidemiology Unit, University of Cambridge, Cambridge, UK.
⁴ Department of Epidemiology and Medical Statistics, Faculty of Public Health, University of Ibadan, Ibadan, Nigeria.

Abstract

Perceived quality of care is a determinant of uptake of health services. This study aimed to assess the determinants of quality of care of enrollees in the National Health Insurance Scheme (NHIS) in Nigeria. The outcome was satisfaction with health care services, which was used as a proxy for quality. Findings will assist in the intervention to enhance enrollment in the scheme and for universal health coverage attainment. This was a descriptive cross-sectional study conducted among enrollees in selected NHIS facilities in Ibadan, Nigeria. Data on satisfaction with health care were collected among selected 432 enrollees with the aid of an adapted semi-structured WHO-USAID interviewer-administered questionnaire. Data were analyzed using chi-square and multiple logistic regression models (α = 0.05). Among predictors of satisfaction with health services were younger age (OR = 1.85, 95% CI = 1.05-3.25, p = .024), working in the private sector (OR = 1.84, 95% CI = 1.03-3.28, p = .022), and seeking information about quality of services prior enrollment (OR = 1.63, 95% CI = 1.04-2.53, p = .013). Targeted intervention based on the findings of this study should be implemented to improve satisfaction with the services offered.

Keywords: National Health Insurance Scheme; enrollees; health care providers.; health facilities; private sector; quality of health care; satisfaction.