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The study on clients’ satisfaction on services offered by accredited health facilities was conducted at National Health Insurance Fund (NHIF). The objectives of the study were; to determine NHIF clients’ perception on NHIF services; to analyze problems faced by NHIF when providing services to customers; to analyze problem faced by clients when seeking services provided by NHIF and to assess the extent the problems have been faced by NHIF and clients.
A case study design was used whereas a sample of 120 was involved. In collecting primary data the study used questionnaire and in-depth interview. Secondary data were collected through documentary analysis. Data were analyses by using Microsoft Excel, tables and figures were used to present data.
It was revealed from the study that, NHIF clients’ were satisfied by services provided by the fund. The study found majority of the respondents (95.8%) are aware of the existence of problems facing NHIF. Also, the study found there are different problems facing NHIF clients. It’s observed that out of 120 respondents, 49 (40.8%) identified shortage of medicine is a major problem facing NHIF clients. The study found majority of the respondents (64%) identified the problem face clients and NHIF for large extent
The study concluded that NHIF members are satisfied with the services offered by the scheme. Moreover, the study concluded that, NHIF faced different problems; these include low awareness, forgery/fraud and low compliance. Finally, the study concluded that, for high extent the problems are facing NHIF and clients. The study recommended that all stake holders should facilitate the involvement of clients in decision making so that they can contribute to matters they are concerned, this will help to maintain the provision of quality health services. |
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