Assessment of patient satisfaction with healthcare delivery: A comparative study among insured and uninsured patients

Objectives: Understanding the impact of health insurance on patient satisfaction with healthcare delivery is vital for healthcare policy development and resource management. The objective of this study was to comparatively evaluate satisfaction with the quality of healthcare delivery among uninsured and insured patients under the National Health Insurance Scheme (NHIS). Materials and Methods: A cross sectional study conducted in University of Uyo Teaching Hospital using a semi-structured questionnaire to interview patients receiving care under the NHIS and uninsured patients of the hospital to comparatively assess satisfaction with healthcare delivery among both patient populations. Patient responses were graded on a 5-point likert scale and the mean satisfaction with healthcare delivery score was determined for both study populations. Results: A total of 1,000 patients were interviewed, 500 patients in each patient population. There was a statistically significant difference in the mean satisfaction with healthcare delivery score between the insured and uninsured patients. Comparisons between groups (uninsured versus insured patients) showed a satisfaction score of 41.406 ± 8.11 versus 44.68 ± 8.632; t = -6.183; p = 0.0001. Predictors of satisfaction among the insured patients include gender (B = - 2.013; p = 0.009), age (B = -1.068; p = < 0.001), level of education (B = 1.828; p = 0.002), marital status (B = -1.487; p = 0.006) and presence of a chronic medical condition (B = 2.592; p = 0.002). Conclusion: Patients receiving care under the NHIS were more satisfied with healthcare delivery than the uninsured patients. Age, gender, level of education, marital status and the presence of a chronic medical condition were determinants of satisfaction among the insured patients. Targeted interventions to address disparities in healthcare delivery is thus necessary.