Assessing Client Satisfaction with Health Service Delivery under the National Health Insurance Scheme: The Case of Komfo Anokye Teaching Hospital

Table 2

Client satisfaction with health service delivery under NHIS.

Variables	Health insurance status
	Insured		Uninsured
Client satisfaction variable	Mean (π)	value	Mean (π)	value
(1) Communication	3.51		3.15
(a) Human relations in terms of courtesy and respect shown to patients by doctors	3.740	≤0.001	3.233	≤0.001
(b) Human relations in terms of courtesy and respect shown to patients by nurses	3.193	0.008	2.940	0.434
(c) Active listening to patients during interaction by doctors and nurses	3.607	≤0.001	3.287	≤0.001
(2) Physical environment	3.80		3.69
(a) Cleanliness and favorability of waiting area	3.873	≤0.001	3.713	≤0.001
(b) Sanitation of hospital environment	3.727	≤0.001	3.673	≤0.001
(3) Responsiveness	2.59		2.51
(a) Time spent at the waiting area	1.987	≤0.001	2.053	≤0.001
(b) Time spent obtaining medications from the pharmacy	2.007	≤0.001	1.953	≤0.001
(c) Readiness in responding to emergencies	3.787	≤0.001	3.533	≤0.001
(4) Service Availability	3.39		3.06
(a) Availability of all prescribed medications at the pharmacy	3.333	≤0.001	2.960	0.448
(b) Ability to perform all laboratory investigations at the hospital	3.453	≤0.001	3.155	0.001
(5) Communication on medications	2.75		2.71
(a) Explanation of drug use by dispensers	3.433	≤0.001	3.160	0.008
(b) Explanation of side effects of drugs by dispensers	2.067	≤0.001	2.267	≤0.001