Kenyatta National Hospital (KNH) has launched an investigation into a viral social media video that raised concerns about the quality of care a female patient received.
“Kenyatta National Hospital (KNH) has noted a video circulating on social media raising concerns about the quality of care provided to one of our valued patients,” the statement read.
In a statement dated October 18, the hospital CEO, Dr Richard Lesiyampe, CBS, said it takes the concerns seriously and is investigating the matter to establish the facts and determine appropriate action.
Details of the Viral Video
A woman has expressed frustration over the quality of care she says she received at Kenyatta National Hospital (KNH) in a video circulating on social media.
In the video, she claims she underwent colonoscopy, endoscopy, ultrasound and X-ray examinations but had not received the results despite making follow-up requests.
She also alleges that she had to purchase medicines outside the hospital during her stay because she was not provided with the medication she needed.
The woman further claims that doctors identified an enlarged heart and recommended additional imaging, but the procedure was not carried out despite her making payments.
She says she was discharged while still experiencing bleeding and later encountered a rejected insurance payment, forcing her to pay KSh 50,000 out of pocket.
According to her account, she spent nearly KSh 150,000 on treatment at KNH but remained dissatisfied with the care she received. She also questioned the affordability of healthcare and accountability in public hospitals.
The woman appealed to media outlets to highlight her experience, saying she wanted to speak on behalf of other patients facing similar challenges but unable to raise their concerns publicly.
KNH Seeks Meeting With Patient After Viral Video
In their statement, KNH invited the patient and her representatives to meet the hospital management team to discuss the concerns raised and work towards a resolution.
“The Hospital takes these concerns seriously and has initiated investigations to establish the facts and determine any appropriate action. In the meantime, KNH invites the patient and/or her representatives to meet with the Hospital Management team at the earliest opportunity to discuss the concerns raised and work towards an appropriate resolution.”
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It further provided contact details for its Chief Executive Officer, Director of Clinical Services, and Director of Nursing Services to facilitate further engagement.
The Contact numbers provided for further engagement are as follows:
- Chief Executive Officer — 0724 555 444
- Director, Clinical Services — 0729 666 664
- Director of Nursing Services — 0729 333 336
KNH reaffirmed its commitment to providing safe, compassionate, quality healthcare, adding that it values feedback from patients and the public as part of its efforts to improve services.
“The Hospital remains committed to providing safe, compassionate and quality healthcare to all patients. We value feedback from our patients and members of the public and remain dedicated to continuously improving our services and patient experience.”
KNH Lists Emergency Contacts for Patients and the Public
In a separate earlier statement, Kenyatta National Hospital (KNH) shared its emergency hotlines to help patients and the public reach the hospital for assistance.
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The hospital listed several contact points, including the telephone exchange, the nursing officer covering the hospital, the referral office, the disaster command centre, and the security control room.
Other contacts serve the Emergency Medical Centre, Labour Ward Health Information Office, paediatric emergency unit, main theatre and other hospital departments.
KNH also provided a toll-free number, 1521, for members of the public seeking assistance.
The hospital said patients remain its priority and encouraged the public to use its direct emergency lines when seeking help.
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