Client Satisfaction With Health Care Services of a Community Health Insurance Scheme:

Abstract

Introduction This study was conducted to assess the level of satisfaction with health care services (Out Patient Department) of CHIS at Bishop C. Asili hospital and also to look at quality in the perspectives of clients. Client satisfaction is regarded as one of the ultimate goals that all health system should strive for because it reflects the health system in client prospect. In Uganda studies examining patient‘s satisfaction with healthcare provision under insurance and more specifically, the perceived constitute of quality in health care by patient are limited.

Methodology A cross sectional descriptive study design was used. The study involved both qualitative and quantitative data collection methods. A systematic sampling method was done to select 120 enrolees to participate in the study. In addition focus group discussions and key informants interviews were conducted to acquire more information from health care workers and patients‘ care takers on client satisfaction.

Results This study revealed that (64) of CHIS enrollees were knowledgeable on the overall operation of the scheme which was attributed to the field staff from SHU who regularly went to villages to conduct educational sessions on CHIS operation. Majority of the respondents rated warm reception (69), waiting time (75), doctor‘s attitude (85), privacy (91), confidentiality (93) and cleanliness (87) of OPD most important quality indicator in the outpatient care. Majority of the enrollees (67) said that closeness to their places of residence and past experience (25) with services of hospital were the main reasons for choosing the hospital during registration.

Conclusion This study showed that client satisfaction with outpatient care under CHIS is largely determined by the knowledge of the rudimentary principles of the operation of the scheme.

Recommendation The CHIS should establish a customer care department in the hospital, set up effective feedback and reward systems while providers with unprofessional behavior are disciplined. SHU field visits should include programmes that effectively involve men in health care programs