Healthcare service delivery perception among NHIS-HMO enrollees in Lagos hospitals

Bibliographic Data

ID22236433
AuthorsAbigail Affiong Mkperedem (0000-0001-8855-1250, Landmark University, corresponding author), Peter Ogunlade (Landmark University), Chisaa Igbolekwu (0000-0003-4647-7974, Redeemer's University), Ogadimma Arisukwu (0000-0002-7218-1221, Landmark University), Abiodun Olawale Afolabi (Landmark University), Ruth Adefunke Adedayo (0000-0002-7791-3567, Landmark University)
Year2023
Volume10
Issue1
Publication date2023-10-11
Peer ReviewedYes
Open AccessYes
TypeARTICLE
VenueHumanities and Social Sciences Communications (JOURNAL)
Journal identifiersISSN: 2662-9992 • E-ISSN: 2662-9992
PublisherSpringer Science and Business Media LLC (PUBLISHER)
DOI10.1057/s41599-023-02159-y
OpenAlexW4387531134
LanguageEN
References cited55

The National Health Insurance Scheme and Health Maintenance Organization partnership serves as a vital instrument in Nigeria’s government efforts to attain Universal Health Coverage, however, patients’ low-level satisfaction with health service quality has been reported across literatures. This study therefore aims to assess healthcare service delivery perception among NHIS-HMO enrollees in Lagos hospitals. Anchoring on the filter theory of attention, the study utilize the convergent parallel mixed method research design which involves the collection and analysis of both quantitative (questionnaire) and qualitative (in-depth interviews (IDIs)) data. Using a simple random and convenient sampling techniques, a total of 252 retrieved questionnaires and 15 in-depth interviews were used to elicit data from selected respondents across 9 healthcare facilities in 3 local government areas. Enrollees’ perception was significantly affected by the tangible Healthcare facilities (HCFs) physical environment variable. Related to process variables, the quantitative study found positive response towards humane treatment, and prompt medical attention questions, however, the qualitative interviews had differing results. Both the quantitative and qualitative confirmed presence of long waiting queues. Quantitative result on outcome variable indicated HCFs competence in providing quality services, however, in-depth interview session revealed being an enrollee limits accessibility to HCFs competent service. The research concludes that healthcare enrollees’ perception may alter depending on the type of healthcare service accessed at the HCF. Therefore, to attain the Universal Health Coverage mission, the study recommends reduction or total removal of every form of challenge such that makes for NHIS-HMO enrollees spending too much time at the HCFs during healthcare access

Business · Data collection · Family medicine · General partnership · Health care · Patient satisfaction · Perception · Political science · Qualitative property · Qualitative research · Service delivery framework · Statistics · Computer Science · Global Maternal and Child Health · Healthcare Quality and Satisfaction · Medicine · Nursing · Patient Satisfaction in Healthcare · Psychology · Social Psychology · Marketing