The National Health Insurance Authority (NHIA), Deputy Chief Executive for Administration and Human Resources, Dr. Yaa Pokuaa Baiden (Mrs.) has touted the United States Agency for International Development (USAID), as the organization’s largest development parrner, helping Ghana to improve healthcare service delivery, through the National Health Insurance Scheme (NHIS).

She highlighted the USAID significant financial support to the NHIA over the years to bolster the NHIS operations towards accelerating Ghana’s desire to achieve Universal Health Coverage (UHC) by the year 2030.

In Accra, on Friday, May 31, 2024, Dr. Yaa Pokuaa Baiden (Mrs.) was addressing the climax of a year-long USAID sponsored ‘Trainer of Trainers’ programme for some selected frontline staff of the NHIA Regional and District Offices, in the Southern belt.

She reiterated the need for renewed synergies between the NHIA and the development community to realize the global vision of a attaining UHC by the year 2030.She further underscored the need for the NHIA frontline staff on the ground to change their mindset, attitudes, and behaviors and work towards increasing the NHIS current active membership pegged at 17.8 million as of May 2023. 

She was convinced that the trainer of trainers? programme had reinforced the NHIA Regional and District staff to help Executive Management to continue to provide financial risk protection to all residents of Ghana and visitors into the country through the new policy direction of Promotive, Preventive healthcare and wellness.

She encouraged staff to be proactive in the line of duty, saying, "Let's be dedicated, organized, and efficient in the line of duty. Let's be productive and maintain good relationships between ourselves and the NHIS members." 

"Shapen your corporate and marketing strategies, beneficial to the organization and the NHIS members. We will continue to provide financial risk protection to the Scheme members."She also advised them to deepen their team spirit for a common purpose. 

"Stop establishing parallel authority in your offices and work collectively as a team to achieve better results. Our ultimate goal is to attain Universal Health Coverage (UHC).

"Throughout the training period, the Ag. Director of Corporate Affairs (NHIA), Mr. Oswald Essuah-Mensah urged all staff to take advantage of the programme and enhance their performance and professional growth.

At the climax, he admonished staff to champion transformational change in line with the global agenda of achieving Universal Health Coverage (UHC) by the year 2030.

Genesis 

The NHIA and USAID in March 2023 signed a 5-year 6.7 million partnership deal, and the money was meant to fund several activities, including empowering NHIA frontline staff, through the Trainer of Trainers programme.

As part of the deal, the Corporate Affairs (CAF) Directorate in conjunction with the Training and Development Unit of the Human Resource and Administration Directorate of the NHIA, Head Office, spearheaded the year-long Trainer of Trainers programme.

Some NHIA selected staff regional and district Directors, Managers, Public Relations Officers and Client attendants in the Northern enclave had their turn in Tamale, whilst their colleagues in the middle belt were trained in Kumasi.

The last batch from the Southern belt converged in Accra for three weeks, where they acquired in-depth knowledge on customer service and relationship building, effective writing skills, communication, marketing and branding skills as well as the Call Centre mandate and challenges.  

The in-house facilitators from the CAF Directorate comprised the Manager in charge of Customer and Provider Relations unit, Miss Ruth Kukua Ntumy-Coleman, the NHIA Call Centre Manager, Madam Hannatu Mustapha Adam, Senior Manager, Naphtali Awuakye-Kyei Baffour and Senior Manager, Abdul Karim Naatogmah. 

The practical and interactive sessions were interspersed with hands-on-deck group work, and at the end, the participants were enlightened to improve their interactive skills.

The participants commended the USAID and the NHIA for polishing their knowledge on customer service and relationship building, effective writing, communication, and branding, as well as the Call Centre mandate and challenges.

 Source: ABDUL KARIM NAATOGMAH