Gladness Gideon
Health Maintenance Organisations (HMOs) across Nigeria have been instructed to ensure that enrollees under the National Health Insurance scheme do not wait more than one hour before receiving medical attention at designated health facilities.
This directive was announced by the Managing Director and Chief Executive Officer of Ultimate Health Management Services, Otunba Lekan Ewenla, during the company’s 14th Annual General Meeting held in Abuja on Thursday.
Ewenla, a former governing council member of the National Health Insurance Scheme (NHIS), disclosed that the new regulation was introduced by the National Health Insurance Authority (NHIA) following a significant increase in complaints from enrollees about prolonged waiting times and substandard care at hospitals.
“Too often, patients spend the entire day at hospitals before being seen. This is unacceptable,” he stated. “The NHIA has now directed that the maximum waiting time for any patient under the health insurance scheme must not exceed one hour.”
He emphasized that the NHIA is expected to serve as a strong regulatory body—much like the Central Bank of Nigeria in the financial sector and PENCOM in the pension space—ensuring that HMOs adhere to standards, monitor service providers, and safeguard patients’ rights.
Responding to the directive, Ultimate Health Management Services said it has not only complied but exceeded expectations. Ewenla announced that the firm currently maintains an average patient waiting time of 10 minutes, with ongoing efforts to reduce it further to just five minutes.
Key to this achievement, he explained, is the deployment of advanced health management software and a pre-booking system. Patients can notify the HMO of their intended hospital visit ahead of time, enabling the company to alert the healthcare provider for better preparation.
“We even place reminder calls to the hospital on the morning of the patient’s visit,” Ewenla added. “Healthcare should never be casual; it must be proactive and efficient.”
He further described quality healthcare as a fundamental human right, with health insurance serving as the most viable access point.
In a bid to expand access, especially for Nigerians living abroad, Ultimate Health Management Services has launched a diaspora-focused initiative. The plan allows Nigerians in the diaspora to enroll their relatives in Nigeria under structured health insurance coverage.
“Many Nigerians abroad send money back home for healthcare, but without follow-up, this often fails,” Ewenla said. “Our model offers continuous care through regular premium payments, giving peace of mind to both the senders and recipients.”
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The pilot scheme has already kicked off in the United States, where Ewenla engaged the Nigerian Consulate in Atlanta, Georgia, and extended outreach to churches, mosques, and grocery stores frequented by Nigerians.
The company is also pursuing regulatory support to facilitate broader enrollment and compliance.
However, Ewenla highlighted the need for attitudinal change among Nigerians, citing a lack of respect for systems and regulations, which often hampers healthcare delivery.
“Just as people violate traffic laws without hesitation, the same attitude often reflects in our approach to healthcare. We are working closely with regulatory bodies to shift this mindset,” he noted.
Also speaking at the event, Board Chairman of Ultimate Health Management Services, Mrs. Angela Ajala, stressed the need for HMOs to prioritize patient welfare. She raised concerns about delayed claims settlements by some providers, urging swift reforms.
“At Ultimate HMO, we make prompt claims settlements a priority because they are the backbone of our service delivery,” Ajala said.
She called on stakeholders to embrace innovation, adapt to evolving healthcare needs, and prepare for emerging challenges such as mental health care, telemedicine, and services for children with special needs.
“We must remain forward-thinking. The expectations of healthcare consumers are changing, and our systems must evolve to meet them,” she concluded.