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).
The agreements aim to strengthen data-driven decision-making and enhance service quality across Nigeria’s health insurance landscape.
According to the agency, the collaborations are essential because NHIA cannot operate in isolation and must engage with institutions that share complementary roles and 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 at the signing ceremony held in Abuja on Tuesday, Dr. Ohiri explained that the agreements demonstrate the government’s resolve to make healthcare delivery more evidence-based, accountable, and responsive to citizens’ needs.
“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 said the partnership with NBS would strengthen Nigeria’s health data system by ensuring that reliable indicators—particularly those relating to the poor and vulnerable—are adequately captured in national statistics.
The DG also highlighted that the collaboration would support capacity building and promote locally relevant research to guide policy formulation and assess the effectiveness of interventions.
“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,” he said.
Dr. Ohiri further stated that the MoU reflects a shared commitment between NHIA and NBS to utilize credible data for informed decision-making, monitor outcomes, and identify areas in need of improvement within the health sector.
He noted that the partnership with SERVICOM, which coincided with this year’s Customer Service Week, focuses on improving the quality of care for more than 20 million Nigerians currently covered under 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 said, emphasizing that access must go hand in hand with quality and accountability.
According to him, the collaboration will enhance feedback mechanisms, help enrollees understand their rights, and make it easier to report and resolve complaints at healthcare facilities.
He explained that NHIA plans to introduce an Enrollee Charter, featuring QR codes displayed in hospitals nationwide, to inform users about service standards and available complaint channels.
“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,” Dr. Ohiri said.
He reaffirmed that NHIA’s enforcement unit would continue investigating complaints, applying sanctions where necessary, and recognizing health facilities that deliver exceptional 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 stated.
Dr. Ohiri added that the SERVICOM partnership would include training frontline health workers to strengthen 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.
In his remarks, the Acting National Coordinator of SERVICOM, Anthony Oshin, commended NHIA for initiating the collaboration and reaffirmed SERVICOM’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 added that SERVICOM’s role will be to strengthen feedback culture, monitor service delivery, and support NHIA in building a system centered on citizens’ needs.
“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 that decisions are based on solid evidence.
He explained that the collaboration would help assess how health insurance impacts poverty reduction, equity, and access to care. Both agencies, he said, would jointly conduct research and surveys to evaluate the sector’s contribution to improved health outcomes and economic growth.
Adeniran also announced that NHIA would be joining the Integrated System of Administrative Statistics (ISAS) — a data-sharing platform connecting more than 15 ministries, departments, and agencies — to facilitate real-time information exchange for effective national planning.
