Mongolia’s Social Health Insurance Policy Supply,Evaluation And Optimization

Objective:The World Health Organization developed the concept of "Universal Health Coverage", which aims to ensure the realization of the fundamental human right of citizens for health protection. The World Health reported 2010 stated this concept to be a path to deliver all types of health care services to the population when in need without incurring financial hardships. My country, Mongolia has chosen this path to secure its people’s health through Social Health Insurance (SHI) 22 years ago. Since 1994 Social Health Insurance has been implemented successfully. And yet there are lots of challenges facing us today.The main goal of this research paper is to contribute to the literature of Mongolia’s social health insurance policy supply and its measurement by emphasizing the importance of citizen’s satisfaction towards the public policy which future researches can be laid. Understanding multi-dimensional concept of citizen’s satisfaction to public service delivery in Mongolia needs to be developed and studied. The customer satisfaction survey has been conducted since the implementation of SHI. Most of the survey has focused on the performance of the organization itself, or the service from the health care providers. But the study on public satisfaction with the evaluation of SHI policies has not been studied enough.Methods:This paper has utilized Importance-Satisfaction Analysis to examine public preferences of SHI policy by conducting questionnaire survey from total 93 citizens of Mongolia. In order to explore the difference between importance and satisfaction, this study calculated conceptualized performance gap. The respondents were asked to evaluate the listed policies of SHI in two dimensions, satisfaction and importance from scale 1 to 5.Results:We can analyze that all 4 types of policies have negative gap between satisfaction and importance rating with no positive mean score. Which indicates that all the 4 areas of the policies need policy adjustment and improvement. From the Importance Satisfaction Quadrant Matrix the type A policies received Low satisfaction but High Importance (Quadrant 4) from the respondents. Type B and D received Low importance but high satisfaction (Quadrant1). Type C policies received High satisfaction and importance at the same time (Quadrant 2).Conclusion:Understanding multi-dimensional concept of citizen’s satisfaction to public service delivery in Mongolia needs to be developed and studied in the public sector. The study highlighted the public preferences of the SHI policies in the area of SHI Coverage (Type A), which received low satisfaction and high importance from the respondents. The policies of type A should receive more investment and attentions from the decision maker’s in order receive high satisfaction from the citizens of Mongolia.