Kenyatta National Hospital has released a detailed admission guide for patients using the Social Health Authority (SHA) cover, following growing complaints about system failures and unexpected charges. The hospital announced a three-step process that must be followed before patients can access inpatient services through SHA.

The announcement comes in the wake of public outcry, with patients reporting that they had to pay large sums despite being registered under the government-backed insurance. Many of them pointed to technical issues in the SHA system at KNH that left them unable to receive full benefits.

In the guide issued on Tuesday, July 8, KNH advised all patients to begin by carrying the same national ID used when registering for SHA. “Make sure you have a valid SHA-registered ID number with active SHA membership,” the hospital stated.

The second step involves ensuring that one has received a reference number from SHA. Once that is in place, patients must then get a confirmation number from SHA, indicating that their hospital visit has been successfully initiated.

The final step is to confirm the status of one’s Social Health Insurance Fund (SHIF) membership. If the status is inactive, patients are instructed to activate it right away and return to the health information desk for a new reference number. According to the hospital, this process will allow the SHA cover to take effect from the date the confirmation is properly issued.

KNH made it clear that no SHA cover will apply if the admission process is not correctly referenced at the time of entry. “SHA would not cover any costs if the admission entry was not properly referenced at the time of entry,” the hospital warned.

At KNH, which is a Level 6 referral facility, the SHA inpatient package includes management of the admitted condition, evaluation before admission, general ward accommodation, meals, and nursing care. It also covers reviews during the hospital stay, lab tests, imaging, procedures, medication, bedside services such as physiotherapy and occupational therapy, oxygen, therapeutic nutrition, blood transfusion, and any follow-up linked to the treatment plan.

Under SHA, patients receive a waiver of Ksh5,000 per day for up to 50 days per household. After this limit is reached, any additional costs are handled through the Emergency, Chronic, and Critical Illness Fund (ECCIF).

The hospital’s move to clarify the process aims to prevent confusion and ensure eligible patients can receive services under SHA without interruption. With this new system in place, KNH expects smoother coordination and reduced financial strain on those seeking public healthcare.