Evaluation of m-Health Interventions

Abstract

In 2018, Ghana's National Health Insurance Authority (NHIA) introduced a mobile renewal intervention in response to declining membership and subscription renewal rates. This decline in renewal rates was attributed to client dissatisfaction stemming from long queues and waiting times at National Health Insurance Authority registration and renewal centres. This study aimed to evaluate this government-sponsored mobile health intervention from the perspective of multiple stakeholders using the design-actuality gap analysis. Moreover, by comparing the intervention's design requirements to its actualisation, the study revealed gaps that should be addressed to ensure the sustainability of the intervention. The study also proposes technical and policy recommendations aimed at safeguarding the sustainability of the intervention. Besides this, the study also suggests conducting a longitudinal study to assess the social and demographic factors that may influence the adoption rate of the mobile renewal service over a prolonged period.