The Relationship between the Quality of Insurance Services and the Physical and Mental Health of Special Needs Patients: A Case Study in Iranian Armed Forces Insurance

Abstract

Background and Aim: The issue of special needs patients and their support and the importance of the quality of insurance services provided to these patients is one of the components that has attracted the attention of many communities in recent years. Therefore, this study was conducted to determine the relationship between the quality of insurance services and the quality of life of these patients. Methods: This cross-sectional study was conducted in 2019. Two-hundred sixty-two specific need patients in 6 groups of diseases (malignancies, dialysis, hemophilia, kidney transplantation, MS and thalassemia) and covered by health insurance of the Armed Forces were enrolled by census method. The assessment tools included a researcher-made questionnaire on the quality of insurance services with 5 dimensions (financial protection, insurance coverage, support package, accountability, process and administrative services) and the standard questionnaire SF36. Quantitative data analysis was performed using a structural equation model based on the partial least squares approach with Smart-PLS3 software. Results: The results showed that the quality of insurance services had a significant positive relationship with patients' quality of life (β=0.23, p<0.001). Other results showed that the financial protection factor had the most significant effect on the physical quality of life (p<0.001) and insurance coverage had a significant positive effect on both physical and mental quality of life (p<0.001). Conclusion: Patients who have good health insurance services will also enjoy a good quality of life and hope to improve and continue to live longer than others.