Evaluating parental satisfaction with medical care for children on insurance at the Royal Children’s Medical Centre

Abstract

In the context of global healthcare, governments, especially in low- and middle-income countries like Uganda, face significant challenges in providing comprehensive healthcare services due to financial constraints. The World Health Organization promotes prepayment financing mechanisms, such as social health insurance, to mitigate financial risks and improve healthcare access. However, in Uganda, health insurance coverage remains limited, particularly among the informal sector, creating disparities in access to quality care. Despite global progress in implementing National Health Insurance Schemes (NHIS), Uganda struggles with the adoption and implementation of a comprehensive NHIS, which is crucial for achieving Sustainable Development Goal 3 by 2030. A critical aspect of healthcare delivery is patient satisfaction, which serves as a key indicator of the quality of care. While previous research has extensively studied patient satisfaction in various contexts, there is a gap in understanding parental satisfaction with child health insurance services in Uganda. This study addresses this gap by evaluating parental satisfaction with the medical care provided to insured children at the Royal Children’s Medical Centre. A quantitative cross-sectional exit survey was conducted, enrolling 385 parents or caregivers of insured children. Data were collected using a self-administered questionnaire, including the Short-Form Patient Satisfaction Questionnaire (PSQ-18), and analyzed using REDCap and Stata 17. The study found an overall mean satisfaction score of 4.1 (82%), with the highest satisfaction in communication and interpersonal manner (mean = 4.4) and the lowest in financial aspects (mean = 3.8). Notably, male parents expressed significant dissatisfaction with the time spent with doctors. These findings highlight areas in need of improvement, particularly in financial support and time management within healthcare services. The study suggests that enhancing patient follow-up, minimizing wait times, and establishing robust feedback mechanisms could significantly improve patient satisfaction. The insights from this research are vital for healthcare stakeholders, guiding strategic decisions to improve healthcare outcomes for children in Uganda, and supporting the broader goal of achieving equitable healthcare access through the implementation of an effective NHIS.