Purpose – The purpose of this study is to examine how premium holders of Ghana's Health Insurance Scheme (NHIS) perceive the state of quality healthcare delivery in public hospitals in the country. Design/methodology/approach – Questionnaires were administered to a sample of 250 insured patients receiving care in some selected public hospitals accredited by the National Health Insurance Authority in Ghana. Results are presented using descriptive statistics and Chi‐square analysis. Findings – The results demonstrate that the human dimensions of service quality (interaction with service provider and attitude of healthcare providers) were perceived by the insured patients to be good, and they constitute significant determinants of perceived service quality. Although waiting time was generally perceived to be long, it is not in any way associated with patient perception of quality of care. Originality/value – The findings of the study provide an important step towards strengthening service quality in public hospitals in the wake of the introduction of the NHIS.
International Journal of Quality & Reliability Management – Emerald Publishing
Published: Jan 20, 2012
Keywords: NHIS; Insurance; Service quality; Patients; Ghana
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