NHIB Achieves Favorable Outcome from Patient Satisfaction Survey

#TurksandCaicos, November 30, 2021 – The National Health Insurance Board conducted a Patient Satisfaction Survey that resulted in a near 5-star rating for the health organization’s Treatment Abroad Program (TAP). Of 104 patients that received healthcare through the program, over 90% expressed satisfaction with the interaction and communication with NHIP case managers and doctors/health workers at their respective facilities during their time of treatment. The survey was conducted by volunteers who were given the names and contact information for beneficiaries who had accessed the TAP between January-June of calendar year 2021. Patients who were treated abroad multiple times during the survey period received a single survey.

Interim CEO of the National Health Insurance Board Tamera Howell-Robinson said, “Our aim is to ensure that our contributors receive affordable and accessible health care.” She added, “This survey was created to ensure that all areas are working together to give the best possible patient experience.”

The survey questions presented a broad scope in which the organization can use to map out its strengths and weaknesses. Nearly all patients – 9 out of 10 (91%) – had a very or extremely professional experience with the NHIP team. Most patients, (93%) had their experience met or expectations exceeded. Nearly 80% of the survey respondents experienced above average and far above average service when visiting their respective health care center.

The Treatment Abroad Program is designed to meet the needs of patients in need of medical care that is not provided on-shore. Patient experience is an essential area of review for the NHIP, along with clinical effectiveness and safety. Gathering this information from patients will help the organization make key decisions on how to develop and improve services.

Hon. Jamell Robinson, Minister of Health said, “The Treatment Abroad Program of the National Health Insurance Board is one that works and that is evident with the results of this survey,” he continued, “This survey tells us that patients are being cared for the right way and where there is room for improvement the NHIB alongside the Ministry of Health will ensure that those improvements are made to better service the people of the Turks and Caicos Islands.“

This survey evaluated patients’ views (and the views of their caregivers/relatives where necessary), who are covered by NHIP and seeking medical attention at the various overseas locations which include Jamaica, Dominican Republic, Colombia, Cayman Islands and The Bahamas.