Health Maintenance Organizations (HMOs) in Nigeria have been instructed to ensure that enrollees under the national health insurance scheme do not wait more than one hour to receive medical care at their chosen healthcare facilities.
This directive was revealed by Otunba Lekan Ewenla, Managing Director and CEO of Ultimate Health Management Services, during the company’s 14th Annual General Meeting held in Abuja on Thursday.
Ewenla, a former member of the Governing Council of the National Health Insurance Scheme (NHIS), explained that the order came from the National Health Insurance Authority (NHIA) in response to growing complaints from enrollees about excessive delays and neglect at hospitals.
“Patients are often made to spend an entire day at the hospital before being attended to. This is no longer acceptable. The NHIA has now mandated that no insured patient should wait longer than one hour to receive medical attention,” Ewenla said.
He compared the NHIA’s role in the healthcare industry to the regulatory oversight of the Central Bank of Nigeria (CBN) in the banking sector and PENCOM in pension administration, underscoring its duty to enforce standards, monitor healthcare providers, and safeguard patients’ rights.
Ewenla stated that Ultimate Health Management Services has already gone beyond compliance with the new directive.
“Our current average waiting time is just 10 minutes, and we aim to reduce that to five,” he noted.
To meet this target, the organization has deployed advanced health management software and introduced a pre-booking system, enabling enrollees to notify the HMO ahead of their hospital visits. The system allows the HMO to coordinate with hospitals to ensure readiness for each patient’s arrival.
“We even place reminder calls to hospitals on the day of a patient’s appointment. This aligns with global best practices. Healthcare must not be treated casually,” Ewenla added.
He emphasized that access to quality healthcare is a basic right, and health insurance serves as a vital tool in realizing that right.
As part of its strategic expansion, Ultimate HMO has launched a special initiative targeting Nigerians in the diaspora who want to support the healthcare needs of their ageing parents and dependents back home.
“Many Nigerians abroad send money home for medical care, but without a structured system, this often fails to provide ongoing support,” he said.
Under the new initiative, Nigerians living abroad can pay a fixed premium to enroll their loved ones in a formal health insurance plan. The pilot phase has already commenced in the United States, with Ewenla holding discussions with the Nigerian Consulate in Atlanta, Georgia.
The outreach effort includes partnerships with Nigerian-led churches, mosques, and grocery stores across U.S. cities.
“We are seeing rising interest from the diaspora community and are pushing for regulatory support to expand enrollment and ensure compliance,” Ewenla said.
However, he acknowledged that changing attitudes among Nigerians is crucial for long-term success, pointing to a broader cultural tendency to disregard rules and systems.
“From ignoring traffic laws to poor adherence to healthcare processes, this mindset must change. That’s why we’re collaborating with the government and regulatory bodies to reshape public attitudes,” he added.
Also speaking at the AGM, Mrs. Angela Ajala, Chairman of the Board of Ultimate Health Management Services, called on HMOs to prioritize patient welfare and expressed concern over the increasing delay in claims settlements by some providers.
“At Ultimate HMO, we take enrollee satisfaction seriously. We ensure prompt payment of claims because timely access to care depends on it,” Ajala said.
She urged healthcare stakeholders to embrace innovation and adapt to new challenges, such as the growing importance of mental health services, telemedicine, and care for children with special needs.
