KNH responds after patient accuses hospital of poor treatment service

Kenyatta National Hospital (KNH ) has launched investigations following concerns raised by a patient in a viral social media video where she accused the facility of failing to provide adequate treatment despite incurring medical expenses.

In the statement released on Sunday, October 18, 2026, the hospital said that it had taken note of the video circulating and was carrying ot investiaros on the claims given the facts and to determine whether any action was necessary.

“The Hospital takes these concerns seriously and has initiated investigations to establish the facts and determine any appropriate action,” KNH stated.

The hospital also invited the patient or her representatives to meet with its management team at the earliest opportunity to discuss the complaint and work towards resolving the issue.

The statement followed a video shared online of the patient expressing disappointment with her experience with the hospital, alleging that she has spent weeks at the facility without receiving the treatment she expected.

In the video, she claimed that she had been referred outside by the hospital for an X-ray and had also paid for a colonoscopy and endoscopy, where she questioned whether some of the procedures were not carried out as expected and, after all, she did not receive her results.

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“ I paid Ksh 4,600 for an ultrasound after the cost reportedly increased from Ksh1,500, but had not received the results,” she said, adding that she continued buying medication from outside the hospital while being admitted and paid an additional Ksh 45,000 for a colonoscopy and endoscopy.

Additionally, the patient raised concerns about the X-ray, which she said was recommended after doctors reportedly found her heart was enlarged, and her family needed to come to approve the Social Health Authority (SHA), but even after that, the scan was never done, despite a deduction of Ksh3,500.

The patient further claimed that she was discharged with plans for a follow-up clinic despite her concerns that she had not received adequate treatment, and further questioned that the hospital-related payments were processed, claiming that the payments appeared under eCitizen rather than the hospital’s name.

These allegations raised concerns about the patient’s experience, medical investigation, billing, and handling of SHA, where she claimed it was declined as she was being discharged, which resulted in her paying Ksh50,000.

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