CHI announces beneficiary experience indicators for Q1 2023

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Saudi Council of Health Insurance (CHI) announced indicators to measure beneficiary experience for the first quarter of 2023, where work was done to monitor several indicators according to the most accurate standards.

The indicators mainly included beneficiary satisfaction of the council, which measures the extent of knowledge and awareness of the beneficiary of the role of the council, and the unified health insurance policy.

In a statement, CHI said that the first registration index achieved 67.57 points out of 100. Meanwhile, the second indicator measures the experience of patients with healthcare providers in three services: inpatient experience, where the index recorded 87.70 points, emergencies (71.03 points), and outpatient experience index (76.01 points).

The beneficiary experience index with health insurance companies scored 53.18 points, after measuring the degree of satisfaction of beneficiaries with the services provided by health insurance companies in terms of benefits and health insurance coverage. The performance of customer service centers and the beneficiary experience index on the level of coordination between health insurance companies and healthcare providers recorded 26.26 points.

The complaints handling index showed that 42 complaints were registered against health insurance companies per 10,000 insured persons. On the other hand, the index showed a rate of 28% as the response rate of health insurance companies to complaints within the service level agreement, which is three business days.

The council pointed out that this came as part of its efforts aimed at reaching the highest levels of quality and efficiency as well as empowering beneficiaries to obtain their full rights of care and protection. This is in addition to enhancing the principle of transparency in publishing results and indicators on the sector performance for development and improvement.

CHI Spokesman and Executive Director of Enablement and Supervision Nasser Aljehani said the council is keen to enhance the efficiency and quality of services provided to beneficiaries, by involving them in development efforts by measuring their satisfaction with health insurance services, in addition to the accuracy and reliability of the results. He also indicated that these indicators aim to boost and empower the relevant authorities and stimulate innovation and excellence in order to provide the best services.

He pointed out that the council seeks to promote the health insurance sector and improve the services provided to beneficiaries with the highest levels of quality and efficiency. That is why indicators to measure the satisfaction of beneficiaries is of significance as one of the most important tools for improvement, transparency and competitiveness.