Abstract:
Background: Client satisfaction is a critical strategic weapon to Community based health
insurance that can make the already enrolled members to be retained, new members
attracted and increases program sustainability. The purpose of this study was to evaluate
the community-based health insurance's client satisfaction and its associated factors.
Objective: To assess client satisfaction toward community based health insurance and
associated factors at Chancho hospital, North Shewa, Oromia, Ethiopia, 2022.
Methods: An institutional based cross-sectional study was conducted from August 1 to
September 15/2022. A total of 392 study participants were included in the study using a
systematic random sampling technique. Data were collected using structured questionnaire
with a patient exit interview. Data entry was done using Epi Info version 7, and exported to
SPSS version 25 for statistical analysis. Descriptive statistics was carried out to calculate
frequency and percentage. Bi-variable and multivariable logistic regression analyses were
used to identify factors associated with community-based health insurance client
satisfaction. The strength of association was measured using odd ratios with 95%
confidence interval and a p-value <0.05 was used to indicate statistically significant
variable on final model.
Results: In this study, the overall satisfaction level of households with the community
based health insurance was found to be 48.7% at (95% CI: 43.6, 53.8). Costs from public
health institutions (AOR=4.33, 95% CI: 1.35, 13.96), received the correct prescribed drugs
(AOR=2.17, 95% CI: 1.06, 4.42), occupation (AOR=4.31, 95% CI: 1.48, 12.59) and got
respect from health service providers (AOR=2.09, 95% CI: 1.02, 4.28) were significantly
associated with Community based health insurance client satisfaction.
Conclusions: Overall, the Chancho hospital's Community based health insurance client
satisfaction rate was low compared to other researches done before. Occupation, only costs
from public health institutions, received the correct prescribed drugs and got respect from
health service providers were significantly associated with client satisfaction.
