The Anambra State Health Insurance Agency has called on healthcare providers under its scheme to enhance the quality of care provided to enrollees and to avoid unnecessary delays in attending to patients. The agency’s Managing Director, Augustine Ezeka, made this appeal on Tuesday in Awka during a meeting with the Chief Medical Directors of the 117 accredited healthcare facilities in the state.
Dr. Ezeka, a medical doctor, emphasized that excellent customer service would bolster confidence in the scheme and broaden access to quality healthcare. He noted that the meeting was organized to strengthen collaboration between the agency and healthcare providers, improve service delivery, and address concerns raised by enrollees.
He identified poor customer care and the failure of some providers to adhere to approved tariffs as major complaints from enrollees. According to Dr. Ezeka, the quality of patient experience in healthcare facilities is critical to the success of the scheme and the achievement of universal health coverage in the state.
“We recognize that there are challenges in the system, but through collaboration, we can overcome them. Health insurance is the way to go, and that is why it is compulsory in many developed countries. We need to replicate the same in Anambra to ensure residents have access to quality healthcare without financial hardship,” he said.
Dr. Ezeka urged healthcare providers to align with Governor Charles Soludo’s vision by ensuring prompt, high-quality healthcare services for enrollees. He reaffirmed the agency’s commitment to improving access to quality healthcare and expanding health insurance coverage across the state.
In a presentation, health finance specialist Alfred Ebiakafo emphasized the need for healthcare providers to improve customer relations. He noted that patients often seek medical care while facing financial and emotional pressures.
“Good customer care will attract more people to your facility, increase capitation, and ultimately support the growth and development of hospitals,” he said.
Mr. Ebiakafo also noted that the scheme benefits patients, healthcare providers, and the government, and called on the agency to strengthen monitoring of accredited facilities to ensure quality service delivery.
Some healthcare providers in attendance expressed concerns about patients who insist on specific medications and treatment options, often threatening to seek care elsewhere when their demands are not met. They also called on the agency to establish a health bank and approve drug suppliers to improve access to quality medications and strengthen healthcare delivery in the state.
