Information for Patients


By air
From the Kisumu Airport, turn right and drive to Busia Road, which joins Obote Road, then left onto Otieno Oyoo Street until you arrive at the Hospital on the left.

By bus
The bus terminus is located next to National Oil petrol station on the Jomo Kenyatta highway. Take the turning on the roundabout to Otieno Oyoo Street, which will take you to the Hospital located on the right.

By car from Nairobi
At the last roundabout drive straight onto Otieno Oyoo Street, which will take you to the Hospital located on the right.

The Hospital

Upon entering the building, there is a reception desk and patient service area, from which you will be directed accordingly. Should you want to see a Senior House Officer (Resident Medical Officer), you will first be triaged and your vital signs taken before a receptionist retrieves / prepares your medical records prior to the consultation. Following the consultation, the doctor refers the patient to the relevant diagnostic department (laboratory, radiology or to the pharmacy). In case of admission, the nurse assists the patients and the admission is processed by patient services. We have a team of specialists should you require a specialty consultation.

Admission Guide

Patients may be admitted anytime throughout the day or night including public holidays.

For non-emergency cases, arrangement for admission is made during a patient's appointment with the doctor at one of the Hospital's specialist clinics. In cases of emergency, admission is arranged with the Accident and Emergency Department. Documents needed at the time of admission for patients covered by any scheme include a letter of authorisation / undertaking from a healthcare provider, national identification papers and a medical benefit form.

The Hospital provides a welcome kit on admission comprising of a toothbrush, toothpaste, face flannel, soap and a pair of slippers. Patients are advised not to bring excessive amounts of cash or valuables. If patients have such items, they are advised to contact the ward nurse to safe keep these items or arrange to have them sent home.

Financial information

For cash paying patients, a deposit is required on admission which needs to be topped up in line with actual billing. All bills must be settled in full by discharge. The Hospital accepts all credit cards. Certain companies have credit arrangements with the hospital. Depending on their policy, employees may be required to bring a letter of undertaking or have their names checked against the list provided by their company.

Depending on the agreement with the Hospital, patients are required to carry an employment card and the national identity card. A company credit facility may exempt patients from paying a deposit on admission.

National Hospital Insurance Fund (NHIF) Rebate

The Hospital provides a rebate on presentation of National Hospital Insurance Fund cards, which cover contributors, their spouses and children between the ages of 11 days and 18 years. The current NHIF rebate is Kshs.1800 per night for bed charges and this is subject to change. If eligible for the NHIF rebate, patients are advised to claim on discharge.

To claim this benefit per person, per day on the patients' behalf, the following documents are required:

  • NHIF smart card;
  • two copies of contributor's and patient's national identity card;
  • birth certificate if child.

Discharge Documents

Discharge summary: Prepared by the attending doctor, the summary also indicates the patient's next appointment.

Discharge drugs: To be collected from the in-patient pharmacy and included in the in-patient bill.

Once the doctor has decided to discharge a patient, he/she will issue a discharge summary. The patient file will then be sent to the pharmacy for preparation of discharge drugs. The pharmacy then alerts the discharge desk which prepares the financial discharge. This procedure normally takes two hours for all relevant documents to be put in order. Patients are requested to obtain a release permit at the discharge desk.

Consent Forms

Patients under the care of resident medical officers, requiring specialised medical care, must obtain consent for consultant referral. If the patient is too ill or needs emergency admission, the consultant will be called to see the patient without prior permission. A consent form is to be completed before all major procedures or operations.

Private Doctors Payments

The Hospital may collect payment on behalf of the admitting private doctor overseeing treatment. A credit controller and patient services manager can assist when needed.

Hospital Policy

The Hospital Patient Representative is available to mediate between patients, their families and hospital staff if necessary. Patients are welcome to discuss the quality of hospital care. Alternatively, the Patient Representative is available to act on your behalf. In line with the Hospital's values, staff are committed to respecting your rights as a patient. Research shows that patients who understand their rights and corresponding responsibilities are more likely to be satisfied with hospital stay.

Please take time to read the patients' Rights and Responsibilities statement below:

  • Patients and staff should assist in keeping the hospital quiet and clean;
  • Patients are encouraged to inquire about management of their condition;
  • Medical records remain the property of the Hospital, but patients are welcome to enquire about test results or examinations;
  • Smoking and alcoholic beverages are not allowed on the premises. For the sake of patients' health and consideration for others, the patient and their visitors are requested not to smoke in the Hospital;
  • Linen should not be brought into the Hospital;
  • Patients' visitors are normally not permitted to stay overnight unless the charge sister provides authorisation.

Patients Rights And Expectations

  • All patients have a right to quality care;
  • Patients have the right to obtain information from their physicians concerning their diagnosis, treatment and prognosis including the right to choose whether or not to accept treatment;
  • Hospital staff will maintain patients' confidentiality;
  • Patients are encouraged to evaluate the care provided while they are at the Hospital through patient questionnaires.

Complaints and Compliments

The Hospital graciously welcomes patients to make suggestions or raise issues and concerns at any point during their stay. The sister in-charge or patient representatives will be pleased to assist.