The National Health Insurance Authority (NHIA) has signed two strategic Memoranda of Understanding (MoUs) with the National Bureau of Statistics (NBS) and the Service Compact with All Nigerians (SERVICOM) to enhance data-driven decision-making and improve service quality across Nigeria’s health insurance system.
The agency explained that the partnerships were necessary because it cannot function in isolation and must work closely with institutions that have complementary mandates.
“This is the beginning of a long journey toward a more accountable and citizen-focused health insurance system. Our goal is to transform how health insurance works, using evidence, technology, and accountability to deliver the quality of care Nigerians deserve, the Director General (DG) of NHIA, Dr. Kelechi Ohiri, stressed.
Speaking during the signing ceremony in Abuja on Tuesday, Dr. Ohiri said the partnerships reflect the government’s determination to make healthcare delivery more evidence-based, accountable, and responsive to citizens’ needs.
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“These are not just documents; they represent real commitments to improving the way we deliver healthcare. Our programmes must be guided by accurate data, clear accountability, and the lived experiences of Nigerians.” Dr. Ohiri noted.
He explained that the partnership with the NBS would strengthen the national health data ecosystem by ensuring that reliable indicators, particularly those affecting the poor and vulnerable, are captured in national statistics.
Noting that it would also support capacity building and locally relevant research to shape sound policies and evaluate the impact of interventions, the DG said, “People often ask how we measure the impact of what we do.
“This collaboration with the National Bureau of Statistics ensures that we’re measuring the right things, especially those that truly matter to ordinary Nigerians.”
Dr. Ohiri added that the agreement reflects a shared commitment between NHIA and NBS to utilize credible data for informed decision-making, track outcomes, and identify areas requiring improvement in the nation’s healthcare system.
He further emphasized that the partnership with SERVICOM, which coincided with this year’s Customer Service Week, would focus on improving the quality of care for over 20 million Nigerians currently enrolled in various NHIA programmes.
“For us, health insurance is not only about numbers, it’s about people’s experiences. Partnering with SERVICOM aligns with President Bola Tinubu’s vision for Universal Health Coverage”, he noted, adding that access alone is not enough; quality and accountability must go hand in hand.
According to him, the collaboration with SERVICOM will strengthen feedback mechanisms, ensure that enrollees are aware of their rights, and make it easier for them to report and resolve complaints at healthcare facilities.
Explaining that NHIA will deploy an Enrollee Charter, complete with QR codes to hospitals nationwide to guide users on service standards and complaint channels, Dr. Ohiri stressed, “When people go to a facility, if there are complaints, we want to hear them and resolve them.
“We’ve already managed and resolved about 90 percent of over 2,000 complaints received in the past year.
“Silence gives the impression that everything is fine when it’s not. Nigerians deserve to be heard, and we will make sure they are heard.”
He, however, affirmed that NHIA’s enforcement unit would continue to investigate complaints, impose sanctions where necessary, and reward facilities that deliver quality services.
“Feedback should not only be about punishment; it should also recognize excellence. Those who perform well deserve encouragement, just as those who fail to meet standards must be held accountable,” he said.
Ohiri added that the SERVICOM partnership would also involve training frontline health workers to improve empathy and responsiveness at the point of service.
“When people are sick, they are at their most vulnerable. That’s when they need compassion and dignity. Working with SERVICOM helps us build that culture,” he said.
Reacting, the acting National Coordinator of SERVICOM, Anthony Oshin, commended NHIA for initiating the collaboration and reaffirmed the agency’s commitment to ensuring that public institutions uphold the highest standards of service delivery.
“The partnership we are entering into today will be a lasting one. It will help us achieve greater heights in promoting excellence and ensure that Nigerians enjoy the quality of care they deserve,” Oshin said.
He emphasized that SERVICOM’s role would be to strengthen feedback culture, monitor service delivery, and support NHIA in building a system that puts citizens first.
“When patients visit hospitals, they should know what services to expect and have a voice when things go wrong. Our job is to ensure that complaints lead to corrections, and that quality service becomes the norm, not the exception,” he said.
Similarly, the Statistician-General of the Federation, Prince Adeyemi Adeniran, described the partnership as a timely step toward integrating health data into national planning and ensuring evidence-based decision-making.
He said the collaboration would help measure the impact of health insurance on poverty reduction, equity, and access to care, while both agencies will jointly produce research and surveys to track the sector’s role in improving health outcomes and economic growth.
He also announced that NHIA will join the Integrated System of Administrative Statistics (ISAS), a platform that enables real-time data exchange across more than 15 ministries, departments, and agencies for national planning.
