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Government of Jamaica

Beneficiaries, Providers, Grantees Express High Level Of Satisfaction With NHF Services

Beneficiaries, Providers, Grantees Express High Level Of Satisfaction With NHF Services

The latest Customer Satisfaction Survey conducted on behalf of the National Health Fund, shows that overall customer satisfaction is very high, with respect to quality of service provided by staff, communication, waiting time, and accessibility. Respondents commended the NHF for the excellent service provided and expressed their desire to see this quality of service continued.

Approximately one thousand (1,000) NHF customers comprising beneficiaries, pharmacy providers and grantees participated in the survey, between September 10, 2010 and November 26, 2010. They were contacted at NHF Offices, NHF Community Health days and NHF payable customers via telephone.

Customer loyalty among NHF customers was also very high with 96% of respondents stating that they would recommend NHF to others.

Staff performance scores were excellent with ninety four percent (94%) in areas of knowledge, competence, courtesy, respect and responsiveness. Ninety-One percent (91%) of respondents felt staff went the extra mile to make sure they got what they needed.

Communication scores were also outstanding in all four areas examined namely information, clarity, documents and procedures with ninety-five percent (95%) of respondents feeling that NHF documents and procedures were easy to understand.

Mr. Hugh Lawson, CEO at the NHF says, “The management of the NHF feels very encouraged by the results of this Customer Satisfaction Survey and we are proud of the performance of our staff. We will continue to review our operations in keeping with our goal of continuous improvement and will utilize the results of this survey to improve our services.”

Kochi Market Research and Data Mining conducted the Customer Satisfaction Survey.

For further information contact:

Rosemarie Lee, Tel. 906-1106 or 535-0909

Shermaine Robotham, Tel. 322- 0809

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