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

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.