Satisfaction from Utilization of National Health Insurance Program in Nepal: Service User's Perspective.

Abstract

Background Health insurance is recognized as a valuable resource for improving healthcare access for financially disadvantaged individuals, resulting in better health outcomes and increased productivity. The satisfaction and experiences of health insurance users are crucial for enhancing services and policies. Objective To assess the satisfaction of users within the national health insurance program. Method A household survey in Bhaktapur district of Nepal, conducted between September and November 2019, assessed satisfaction with health insurance services under the national program. Interviews were conducted with 173 individuals who had utilized the insurance scheme, using a structured questionnaire. Collected data were analyzed with STATA 13 software, and logistic regression analysis determined associations between satisfaction and independent variables. The study adhered to the STROBE Checklist guidelines for standardized reporting of results. Result The most satisfied domain was the registration and renewal process, while the least satisfied domain was the information about insurance services. In the adjusted analysis, literacy was the only variable significantly associated with satisfaction, with literate individuals (AOR 2.5, 95% CI 1.12-5.66) being more likely to be satisfied with the health insurance program compared to illiterate individuals. Conclusion The study found generally high satisfaction levels among individuals utilizing health insurance services. However, dissatisfaction was particularly linked to the information provided by health facilities about these services. Literacy was identified as a significant factor influencing satisfaction with the health insurance program. This highlights the need for an awareness program to educate the insured community about the diverse benefit packages available.