The assessment of members’ satisfaction with social health insurance services: the case of the National Health Insurance Fund (NHIF)
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Date
2011
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Publisher
University of Dar es Salaam
Abstract
The major objective of this study was to evaluate customer satisfaction level of NHIF members. More specifically, the study intended to evaluate whether the time taken for a customer to get NHIF ID card or time taken to see the doctor met customer satisfaction and to evaluate the perception of NHIF customers on quality of the health service by providers. Moreover the study intended to evaluate the awareness of NHIF members on accredited health facilities. The research methodology employed was questionnaires with both closed and open-ended questions which were analysed using the Statistical Package for Social Scientist (SPSS).This study was conducted in Dar es Salaam region in the headquarters of National Health Insurance Fund, in the two districts of Ilala and Kinondoni. A sample of 154 NHIF members was employed. Secondary data was collected from head quarter of NHIF at Kurasini Benderatatu. The study revealed that it took more than one month for the member to receive the NHIF ID card. The findings revealed that the NHIF customers prefer public hospitals more than private owned hospitals. Moreover, the findings revealed that customers are more satisfied with the services by private based facilities than government based facilities. Level of customer satisfaction in terms of type of service offered by the accredited health facilities shows that NHIF members are more satisfied on inpatient care than outpatient care. The study reveal that there is frequent shortage of medicine among the NHIF accredited health facilities and segregation among NHIF members in seeking medication also new affordable and good medicines for treatment are not included in NHIF package. From the findings the study therefore recommends that NHIF should invest in building its own health facilities, frequent inspections to accredited facilities, increase public awareness and customer relation in order to be able to provide services which will satisfy the need of NHIF members.
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Keywords
Customer satisfaction, Insurance, health, Finance
Citation
Raymond, F (2011) The assessment of members’ satisfaction with social health insurance services: the case of the National Health Insurance Fund (NHIF) master dissertation, University of Dar es Salaam. Available at http://41.86.178.3/internetserver3.1.2/detail.aspx