Health Maintenance Organisations (HMOs) in Nigeria have been directed not to allow enrollees under health insurance plans to wait more than one hour before receiving medical attention at their selected health facilities.
This was disclosed by Otunba Lekan Ewenla, Managing Director/CEO of Ultimate Health Management Services, during the company’s 14th Annual General Meeting held Thursday in Abuja. He said the directive was issued by the National Health Insurance Authority (NHIA) in response to growing complaints from enrollees about prolonged delays and neglect in hospitals.
“Too often, patients spend the entire day at hospitals before being seen. This is unacceptable,” Ewenla stated, noting the NHIA’s new regulatory stance.
Ewenla likened the NHIA’s regulatory role to that of CBN in the financial sector and PENCOM in pensions, emphasizing its duty to uphold standards and protect patient rights.
In swift compliance, Ultimate HMO said it has reduced its average waiting time to 10 minutes, with a target of 5 minutes, through innovations such as pre-booking systems, reminder calls to hospitals, and automated health management software.
Ewenla also unveiled a diaspora-targeted initiative, allowing Nigerians abroad to pay fixed premiums to cover the healthcare of their loved ones at home. The pilot, launched in the U.S., includes outreach to Nigerian communities in churches, mosques, and grocery stores, with support from the Nigerian Consulate in Atlanta.
He stressed the importance of attitudinal change among Nigerians, citing disregard for systems as a major hurdle in healthcare delivery.
Also speaking at the AGM, Board Chairman Angela Ajala urged HMOs to prioritize patient welfare and warned against delays in claims settlement, calling it the “backbone of service delivery.” She encouraged stakeholders to embrace innovation in response to emerging needs like mental health care, telemedicine, and support for children with special needs.
