Peoples' perception of the implementation of NHIS and its impacts on the NHIS utilization among workers of the federal agencies in the Oyo State, Nigeria

The study investigated the People’s perception of the implementation of NHIS and its impacts on the   enrollees, among workers of the federal agencies in the Ibadan metropolis. It adopted a descriptive survey design. Two hundred and fifty enrollees across the federal agencies in the federal secretariat in Ibadan participated in the study. It examined the implementation of NHIS, utilization of NHIS, level of satisfaction with health care providers, the evaluation of the referral process from primary to secondary care services, distance of the health care facility, satisfaction with services at the secondary and tertiary health care levels. Data was analysed using the cross sectional descriptive approach method. more than two-third (81%) of the respondents reported visiting NHIS accredited healthcare facility in the past two years. Quality service, enrollees satisfaction with services, location of the PHCs and management of the referral process have direct relationship and predicted increase in utilization rates (Adj R² = .654, F (249) = 142.27, p<.01). Independently, Service quality (β = 0.1, t(249)= 2.84,p< .01) enrollees satisfaction with services (β = 0.1, t(249)= 2.55, p< .01), location of the PHCs (β = 0.81, t(249)= 23.63,p< .01).

The patient’s utilisation was high. However, nurses attitude, and waiting time were found to be the major causes of dissatisfaction. Therefore concerted efforts should be directed by all stakeholders towards the areas of patient dissatisfaction through better service delivery.