Perceived satisfaction with health services under National Health Insurance Scheme: Clients' perspectives

Eric Badu, Peter Agyei-Baffour, Isaac Ofori Acheampong, Maxwell Preprah Opoku, Kwasi Addai-Donkor

Research output: Contribution to journalArticlepeer-review

9 Citations (Scopus)


The study aims to explore the perceived satisfaction of insured clients in financing health services through National Health Insurance in Ghana. A quantitative method was used to recruit 380 respondents, selected by multistage cluster sampling. Data were collected through the administration of questionnaires. More than half, 57.9%, of respondents were males, and the average age was 34 years. Most respondents, 74.3%, were insured. Overall, 53.12% of insured clients were dissatisfied with the services of providers. Factors, such as benefit package of insurance, willingness to pay higher premium, and perceived discrimination were significantly associated with poor satisfaction with health services. The current advocacy for and awareness about the use of health insurance as a prepayment plan should be prioritised in policy initiatives. The benefit package for the insurance should be increased in order to cover all disease conditions that afflict the Ghanaian population.

Original languageEnglish
Pages (from-to)e964-e975
JournalInternational Journal of Health Planning and Management
Issue number1
Publication statusPublished - Jan 1 2019
Externally publishedYes


  • Ghana
  • health financing
  • health insurance
  • health services
  • patients' satisfaction

ASJC Scopus subject areas

  • Health Policy


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