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The Service Compact with All Nigerians (SERVICOM) has lauded the National Health Insurance Authority (NHIA) for its innovative approaches to enhancing healthcare services for Nigerians.
SERVICOM’s National Coordinator, Mrs Nnenna Akajemeli, gave the commendation on Thursday in Abuja during the presentation of the Service Compliance Evaluation (SCE) Report on 18 NHIA branches.
The report assesses service delivery gaps and provides recommendations to Ministries, Departments, and Agencies (MDAs) to improve customer satisfaction and accountability.
Akajemeli highlighted the NHIA’s achievements, particularly in Kano State, where increased enrolment resulted from collaboration with the Kano State Contributory Health Management Agency (KSHMA) and local governments.
“They have introduced innovative measures and formed strategic partnerships with states and service providers.”
She cited NHIA Kano’s collaboration with the Federal Ministry of Women Affairs and the National Identity Management Commission (NIMC) in sponsoring surgery and treatment for women with Vesicovaginal Fistula (VVF).
According to her, beneficiaries also receive a registered cellphone and N120,000 in support.
“This initiative demonstrates their commitment to addressing special healthcare needs.”
Akajemeli also commended NHIA for standardising payment timelines for subscribers to reduce delays in service delivery.
However, she noted areas requiring improvement, including gaps in the provision of essential drugs and non-compliance with NHIA directives on refunds for out-of-pocket expenses.
“State offices lack the authority to sanction Health Management Organisations (HMOs) and healthcare facilities, which weakens regulatory enforcement and could lead to non-compliance.”
She urged NHIA to address delays in processing referrals and authorisation codes by HMOs, ensuring adherence to the six-hour standard to ease the burden on enrollees.
In addition, she called for increased awareness of NHIA’s benefits, especially for informal sector workers and the unemployed.
Responding, NHIA Director-General, Dr Kelechi Chiri, acknowledged SERVICOM’s role in motivating the agency to enhance service delivery.
He attributed NHIA’s successes to the Health Sector Renewal Investment Initiative, signed by President Bola Tinubu in 2023 and championed by Coordinating Minister for Health and Social Welfare, Prof. Muhammad Pate.
“This initiative has provided the blueprint for our achievements,” Chiri said, pledging to address SERVICOM’s recommendations for further improvements”.
Pate used the opportunity to announce plan by his NHIA to increase its tariff effective from April 1, aimed at ensuring healthcare providers are adequately compensated for their services.
The decision based on thorough evidence, the NHIA boss said is expected to eliminate excuses for poor service delivery, drug shortages, or treatment denial.
“Additionally, NHIA has introduced a strict one-hour response time for HMOs to issue referral codes to hospitals.
“If an HMO fails to respond within the timeframe, facilities are authorized to proceed with treatment and notify NHIA for verification.
“The authority emphasises that delays in healthcare are both costly and potentially lethal, making these reforms crucial to improving access and efficiency in Nigeria’s health sector”.
He, however, assured SERVICOM that the management of the NHIA would address the identified gaps to further enhance its service delivery.
