Transforming Healthcare Efficiency: The role of training in enhancing insurance policy management and patient satisfaction

Abstract

Objective: To improve healthcare workers' knowledge of mandatory health insurance, and increase the accuracy and speed of insurance claims processing.

Design: An online survey was conducted to assess healthcare workers' experiences and knowledge regarding health insurance policies, followed by targeted training sessions.

Setting: The study involved 92 institutions under TABIB governance across Azerbaijan, with training sessions held in Baku, Gabala, and Lankaran.

Main Outcome Measures: Knowledge improvement of healthcare staff, reduction in insurance claim processing times, and enhancement of patient satisfaction regarding insurance-related communication.

Results: A total of 686 survey responses identified significant training needs. Consequently, 168 healthcare workers (85% women, 15% men) from 47 regional hospitals participated in 2-day workshops designed to address these needs. Post-training assessments revealed that 80% of participants showed substantial improvement in understanding insurance policies and procedures. Insurance claim processing time decreased by 25%, from 10 to 7.5 minutes, and patient satisfaction with insurance-related communication increased by 30%. The training directly benefited the participants, and indirectly, over 10,000 patients experienced enhanced service quality and reduced waiting times.

Conclusions: The structured training program significantly enhanced healthcare workers' knowledge and confidence in managing insurance policies. The observed improvements in efficiency and patient satisfaction indicate the program’s long-term positive impact on healthcare service quality.