ASSESSING THE GAP BETWEEN NATIONAL HEALTH INSURANCE CLIENTS’ EXPECTATIONS AND THEIR PERCEPTIONS OF THE QUALITY OF HEALTHCARE RECEIVED AT THE TAMALE CENTRAL HOSPITAL IN THE TAMALE METROPOLIS

Abstract

Healthcare quality is a level of value provided by any healthcare resource as determine by some measurement. When a person gets good quality healthcare, it means that his or her care is based on the latest evidence from medical research. The objective was to determine quality gaps between NHIS subscribers’ expectations and their perceptions of quality of healthcare received at the Tamale Central Hospital. The NHIA facilities includes, health centres, clinics, hospitals, and cheap compounds to provide quality healthcare. The social determinants of health insurance includes income, age, education, attitude towards risk and geographical differences. The study design was cross sectional survey, and about 280 NHIS subscribers’ through systematic sampling were dministred (SERVQUAL) questionnaire. Descriptive analysis revealed that, majority (98%) of the NHIS subscribers’expected the hospital to use modern equipment to deliver healthcare. (96%) of the subscribers’ perceived the hospital to be delivering safe healthcare. A pair mean analysis of expected and perceived service revealed two statistically significant quality gaps of (p<0.05), quick and prompt service p valu 0.00 empathy (understanding patient needs) p value 0.007. The negative quality gaps recorded on reliability (getting treatment right) p value 0.000, fulfilling service promise p value 0.019, providing service feedback p value 0.026, safety of treatment p value 0.000, personal healthcare needs p value 0.010) and empathy (patient at heart) p value 0.012. In conclusion the study recommends timeliness of service, providing service feedback to patients, addressing personal healthcare needs to improve the quality of medical service as key to country development. Future studies can compare quality gaps in both private and public hospitals using larger sample size.