Satisfaction With the Quality of Healthcare Delivery Among Clients Using Health Insurance in Nyeri County, Kenya

Abstract

The agenda stage set by Universal Health Coverage calls for reforms that seek to ensure that everyone in society has access to quality healthcare at an affordable cost that protects the users from experiencing financial hardship related to healthcare costs. Therefore, the main objective of this study is pegged on the pillars of Universal Health Care, which are health insurance, health accessibility, and quality healthcare, to evaluate the satisfaction with the quality of healthcare delivery among clients using health insurance services in Nyeri county, Kenya. To operationalize the research questions, a phenomenological survey of healthcare experience among health insurance users in Nyeri county was conducted through descriptive cross-sectional research. The interviewer collected data using a structured questionnaire from 320 health insurance users in Nyeri county. The study found that 65.3% of clients accessing healthcare using different types of health insurance are unsatisfied with healthcare quality compared to 34.7% who perceived that healthcare service delivery in Nyeri County met the quality merit defined in UHC in Nyeri County, Kenya. The key variables which significantly influence the perception of quality of healthcare are age, marital status, household size, type of insurance, adequacy of the health services, Distance covered to health facility and waiting time.