Case Study: National Health Insurance Bahamas achieves improved healthcare quality and patient satisfaction with QuestionPro Surveys

Ensures all legal Bahamian residents receive affordable and accessible health care.

National Health Insurance Bahamas (National Health Insurance Authority) launched a phased program in 2016 to provide affordable primary healthcare to all legal residents via an NIB smart card. Facing high out-of-pocket costs, widespread lack of insurance, and serious public-health challenges (including high infant mortality and chronic disease burdens), NHI needed a way to gather beneficiary feedback, monitor facility performance, compare satisfaction over time, and identify areas for improvement across the health system.

QuestionPro delivered a survey platform plus hands-on support in survey design and training, enabling NHI to collect, track and analyze patient and provider feedback. The system underpinned facility inspections and quality-improvement plans, supported the country’s move toward Universal Health Coverage, improved overall care quality, and prompted other national organizations to adopt the standards and practices NHI documented and tracked.

National Health Insurance Bahamas

Monique Thompson

Manager Healthcare Quality and Wellness Development