NHIA Reaffirms Commitment to Enrollee-Centered Care

The National Health Insurance Authority (NHIA) through its FCT Office has restated its commitment to enrollee-satisfaction as a central goal of the health insurance programme in the Federal Capital Territory (FCT).

This was emphasized during a Stakeholders’ Engagement Meeting themed ‘’UNDERSTANDING STAKEHODERS DYNAMICS: THE ENROLLEES EXPERIENCES’’ held on September 24, 2025, in Abuja, which brought together enrollees, healthcare providers (HCPs), and Health Maintenance Organizations (HMOs).

At the event, the NHIA Zonal Director, Dr. Christopher Okoh, who delivered the keynote address, described the event as a critical platform for deepening collaboration among stakeholders towards achieving Universal Health Coverage (UHC).

He stated further that NHIA has achieved so much under the DG/CEO Dr KELECHI OHIRI while he thanked the Coordinator of the NHIA FCT Office, Mr Sulaiman Ibrahim whom he acknowledged as a hardworking person and a game changer, ValidViewNetwork reports.

Goodwill messages poured in from Dr. Ruqayya Wamako, Ag. Executive Secretary, FCT Primary Healthcare Board, Dr. Salamatu Belgore, Ag. Executive Secretary, FCT Health Insurance Scheme and Hon. Abubakar Umar Abdullahi, Executive Chairman, Abaji Area Council and the Ona of Abaji, as well as other dignitaries who highlighted the benefits of health insurance and reinforced the importance of sustaining stakeholder engagements as pathway for achieving harmony in the health sector.

The event also witnessed the presentation of special award to Hon. Abubakar Umar Abdullahi for supporting and transforming the health sector of his constituency through physical provision of health infrastructure and helping the indigent and vulnerable people enrol in health insurance.

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Key Points Made:
Patient experience formed the core of the discussion. Enrollees are to be treated with dignity and respect at all times. Emergency cases must be promptly attended to at any NHIA-accredited facility, with the corresponding bills forwarded to the appropriate HMO. All complaints should be handled through proper channels, with utmost professionalism and civility.

Enrollees were encouraged to take advantage of existing government-funded programmes like Emergency Obstetric & Neonatal Care, Free Fistula Repair, and Cancer Treatment Initiatives. Providers were urged to actively guide patients in accessing these services.

What Was Agreed on Operational Standards?

• Healthcare Providers are to minimize patient waiting times and ensure essential drugs are consistently available.
• Health Maintenance Organizations must issue authorization codes within one hour. Any denial must be accompanied by a clear, clinically valid justification.
• Claims processing must strictly adhere to NHIA-approved tariffs, with no unauthorized variations.
• Enrollee rights and responsibilities must be clearly displayed at all NHIA-accredited facilities.
• Sensitization and education of enrollees by both HMOs and HCPs were emphasized as key to improving health outcomes and system efficiency.

Final Message

The NHIA FCT Office reaffirmed the steadfast commitment of the Director General of NHIA, Dr Kelechi Ohiri to delivering enrollee-centered care, emphasizing that stakeholder accountability, cooperation, and transparency are vital to achieving UHC across the FCT.

Members of the public who may require more information or clarification have been enjoined to call the NHIA office in Abuja on 08035870258 and 08054337007 for enrolment challenges, ValidViewNetwork reports.