PAN AFRICAN JOURNAL OF LIFE SCIENCES
e-ISSN: 2672-5924
Volume 9, No. 2, August 2025
Pages 503-513
DOI: 10.36108/pajols/5202/90.0221
Assessment of Clients’ Satisfaction and Quality of Services Received in Osun State Health Insurance Agency Accredited Healthcare Facilities
Rasaq A. Akindele1, Sina Igbalaye1, Akeem A. Akindele2*, Olabisi A. Olajubu1, Funmilayo Jerry –Adetoro1, Adeyemi T. Adeyemo3 .
1Osun Health Insurance Agency, Osogbo
2HRH-CERID, College of Health Sciences, Ladoke Akintola University of Technology, Ogbomoso
3Department of Medical Microbiology and Parasitology, Obafemi Awolowo University Teaching Hospitals Complex Ile-Ife
ABSTRACT
Background: Osun State Health Insurance Scheme (OHIS) was established to ensure access to healthcare ser-vices at reduced costs and facilitate accessibility to healthcare. This study thus aims to assess clients’ satisfaction and the quality of services received in Osun State Health Insurance Agency (OSHIA) Accredited Healthcare Facilities.
Methods: A cross-sectional descriptive study was conducted across 48 accredited health facilities in 20 Local Government Areas of Osun State. Based on client encounter data from January to June 2021, facilities were se-lected, including OHIS enrollees and non-enrollees. A total of 1,123 respondents participated, with data collect-ed through semi-structured questionnaires. The data was analyzed using Stata version 16, with statistical signifi-cance set at p-value < 0.05.
Results: The majority of respondents were within the age group of 30–39 years and predominantly female. More than half of the enrollees were state civil servants with higher income levels than non-enrollees. Out-of-pocket expenses were significantly lower for enrollees. Only 50% of respondents were satisfied with the quality of care received. Waiting times were similar for both groups, with most respondents waiting less than 30 minutes. There were statistically significant associations between overall satisfaction with quality of care re-ceived and respondents’ sociodemographic characteristics, including sex, marital status, and type of care (p < 0.05).
Conclusion: This study provides valuable insights into client satisfaction and service quality in OSHIA-accredited healthcare facilities. Addressing the identified challenges in client satisfaction, particularly regarding service quality and provider interactions, is essential for achieving the agency’s goals of improving health out-comes in Osun State.
Keywords: Client satisfaction, Enrollees, Healthcare, OSHIA, Service delivery.