User Satisfaction with Technology-Enhanced Health Insurance among Community-Based Health Insurance Users: A Survey at one Selected Referral Hospital, Rwanda.

Abstract

Background: Expanding health insurance coverage is crucial for improving access to healthcare services in Africa. While Rwanda has successfully implemented a community-based health insurance scheme (Mutuelle de Santé), the transition from traditional paperbased systems to Technology-based platforms presents a new challenge. Understanding user satisfaction with these new platforms is critical for their long-term success.

Objective: This study seeks to investigate the satisfaction level of community health insurance users attending the Outpatient Department at One selected Referral Hospital in Rwanda.

Methods: The mixed-methods study used an explanatory sequential design among 384 Community Based Health Insurance (CBHI) users. A structured questionnaire used for data collection; Analysis was done using Statistical Package for Social Sciences Version 21.

Results: The majority of participants (81.3%) expressed satisfaction. Young participants aged <20 years (AOR:1.96, 95% CI:1.037-2.718, p=0.003) Young participants are very satisfied. Limited medication availability and internet reliance hindered user experience. Healthcare providers faced increased workload from managing patient files and the CBHI system. Improved payment processes and patient verification streamlined billing, saving time and reducing errors.

Conclusion: The findings indicate a generally positive satisfaction and factors such as age, education, marital status, occupation, health insurance, and presence of under 5 children were found to be associated with satisfaction levels.