Effectiveness of Health Delivery Service Under Nhis Kubwa General Hospital as Case Study

The National Health Insurance Scheme (NHIS) was introduced in Nigeria to provide affordable healthcare services, initially targeting a fraction of the population with plans to expand coverage over time. Despite its potential, enrollees have reported dissatisfaction with the services provided under the scheme. This study investigated the effectiveness of health delivery service under NHIS at Kubwa General Hospital, located in the Federal Capital Territory, Abuja.
One hundred NHIS enrollees from Kubwa General Hospital participated in the study. Data were collected using semi-structured questionnaires, which captured information on socio-demographics, education level, enrollment status, accessibility of NHIS service, quality of health care service provided, patients satisfaction and challenges with NHIS. Data analysis was performed by employing percentage-based statistics.
The majority of respondents (41%) were aged 31- 45 years, 23% were younger than 30 years and 36% were over 46 years, with a 46% male and 54% females. Most respondents (65%) had at least tertiary education, while only 5% had secondary education. Seventy percent of participants had been enrolled in NHIS for over three years and expressed a generally positive view of the scheme. However, significant amount of respondents were satisfied with NHIS services, with 63% and 37% describing the services waiting time as substandard and below expectations, respectively. Alarmingly, 65% of respondents indicated they are facing challenges citing dissatisfaction. Key issues included the billing system (46.9%), long waiting times (45%), and consultancy services (27%).
The study highlights significant dissatisfaction among NHIS enrollees despite widespread acceptance of the scheme. The primary areas of concern include inefficiencies in the billing system, prolonged waiting times, and unsatisfactory staff attitudes. To improve service delivery and client satisfaction, these areas require urgent attention from service providers.
Keywords: NHIS, effectiveness, service, respondents, scheme