Africa and the Eastern Mediterranean regions
Anthrologica conducted a qualitative study for the World Health Organization (WHO) to understand why staff in the African and Eastern Mediterranean Regions underutilise the Staff Health Insurance (SHI) system. Using a behavioural insights approach, the study identified key individual, systemic, and organisational barriers to claims submission, including low awareness of benefits, complex processes, and limited alignment with staff needs. Interviews were carried out with WHO staff and claims officers across ten countries. The findings informed actionable recommendations to improve uptake of SHI, enhance user experience, and align the system more closely with WHO’s organisational values.
