THE ROLE OF PUBLIC RELATIONS IN ENHANCING CUSTOMER SATISFACTION: THE CASE OF NATIONAL HEALTH INSURANCE PROGRAMME IN MANKRANSO

Abstract

This study sought to provide evidence - supported information on public relations role in enhancing customer satisfaction of the Ghanaian National Health Insurance Scheme (NHIS) implemented in the Mankranso district of the Ashanti Region. The researchers used qualitative method to gather information from National Health Insurance Scheme (NHIS) subscribers, National Health Insurance Scheme (NHIS) Officers and National Health Insurance Scheme (NHIS) Service providers all in the Mankranso district and a Public relations expert. These selected group of people were the participants for the study. The researchers used Focus Group Discussions and one-one-one interviews to gather the required information from these participants. The study established that the subscribers in the Mankranso district are not satisfied with the public relations services rendered by Mankranso National Health Insurance Scheme public relations office. The study recommends that the Mankranso National Health Insurance Scheme develops a well thought out education plan which will be strictly followed to educate their subscribers fully on their services.