Council of Health Insurance
Riyadh-
The Council of Health Insurance announced the Beneficiary's Experience Indicators for Q1 for the year 2023, as part of its efforts to reach the highest levels of quality and efficiency and allow beneficiaries to receive their full rights of care and protection and for the purposes of developing and improving the sector's performance by publishing the results and indicators with transparency.
The council measures several indicators that were monitored according to the most accurate standards, the first indicator is the beneficiary' satisfaction level with CHI, which measures the perception and awareness of CHI role, and the unified health insurance policy, as showed a score of 67.57 points out of 100.
Based on CHI strategic goals to improve health services for beneficiaries; The second indicator measures patients' experience with health care providers in three services: The experience of inpatients, where the indicator scored 87.70 points. And the experience of patients in emergency, where the indicator scored 71.03 points. And the experience for outpatient which scored 76.01 points.
the Beneficiary's Experience Indicators with health insurance companies scored 53.18 points, after measuring the Beneficiary's satisfaction level with the services provided by health insurance companies, health insurance coverage, and the performance of customer service centers. Also, the beneficiaries' experience indicator on the coordination level between health insurance companies and health care providers scored 26.26 points
The complaints handling indicator showed that 42 complaints were recorded against health insurance companies for every 10,000 insured. The indicator also showed a 28% response rate within SLA, which is 3 working days.
On his part, the CHI's Official Spokesman, Enablement and Supervision Executive Director, Dr. Nasser Nasser Aljehani, confirmed the Council's keenness to enhance the efficiency and quality of services provided to beneficiaries by involving them in development process by measuring their satisfaction with their experience with health insurance services, stressing the accuracy and reliability of the results, as a specialized international company of expertise was used in health sector surveys and analysis, to obtain the most accurate results and figures.
And he indicated that these indicators aim to strengthen and empower the relevant authorities, and stimulate innovation and excellence in order to provide the best services.
He added: "We always strive to advance the health insurance sector and improve the services provided to beneficiaries with the highest levels of quality and efficiency. Therefore, indicators for measuring beneficiary satisfaction receive great attention as they are one of the most important tools for improvement and contribute to enhancing transparency and competitiveness ".
