Patients Satisfaction with Health Insurance Service Quality in EL Geneina, June 2019

Abstract

Abstract Introduction: National health Insurance provided health care services to their clients through it is own facilities and SMOH facilities and some other private facilities. This is study was aimed to assess the level of satisfaction by health insurance clines in West Darfur state in El-Geneina locality. Sample were randomly selected, 384 respondents to structured questionnaires from 25 health care facilities owned by National Health Insurance Fund and Ministry of Health during December 2019. SPSS version 23 was used to analyze the data. The study revealed that, the overall level of satisfaction by respondents is high at 93.2%, while only 6.8% were unsatisfied by the level of health services provided. In addition, 94.2% of respondents were comfortable with health care providers (caregivers) and 83.5% said that the waiting areas were comfortable. as well, while 16.3% showed somewhat comfortability. On the other hand, 53.3% of the respondents said the facility is clean meanwhile 42.3% said the facilities were somehow clean and 4.5% reported that facilities were not clean at all. When compare the level of satisfaction across direct and indirect facilities, the study revealed that in health insurance owned facilities those who are too satisfied and those who are satisfied were 6.6% and 70.3% respectively. While for the for the facilities owned by Ministry of Health was 0.3% and 16% respectively, showing relatively better satisfaction in NHIF’s facilities. For care givers, the level of satisfaction almost the same as it is clear in the results, those who were too satisfied with CHWs, medical assistants, medical doctors and specialist were (0%, 3.5%,7% and 26%) respectively, and (3%, 80%, 91%, 63%) with moderate satisfaction. When compare level of satisfaction across sex for male those who are too satisfied were 7.1%, and 86.9% are just satisfied and only 6% were not satisfied, for female 6.6%, 85.9% and 7.5% respectively. In conclusion, having long period with health insurance has different impact on health insurance, as showed in this study, those with less than 1-year experiences with health insurance reported 96% satisfaction, the same with those with more than 1 year and less than two years, and however, for those with more than 2 years the level of satisfaction is 65.2%. However, ages have no huge impact on the level of satisfaction as reported. The level of satisfaction is high, though there were some challenges on the health care services provision concerning waiting time and the level of cleanness of health care facilities, where health insurance in West Darfur need to invest more to improve these areas.