KILIMANI HOSPITAL SERVICE CHARTER
Dear Valued Client,
This Service Charter outlines the standards you can expect from us. It reflects our commitment to delivering timely, affordable, and high-quality healthcare to all our patients.
Our Mission
To enhance healthcare outcomes and improve quality of life by providing accessible, innovative, and patient-centered solutions.
Our Vision
A world where every individual—regardless of background or location—can access affordable, high-quality healthcare.
Our Core Values
- Integrity – We always do what is right.
- Teamwork – We collaborate to deliver the best care.
- Innovation – We continuously improve health access through creative solutions.
- Compassion – We treat everyone with empathy and respect.
- Accountability – We take responsibility for our actions and outcomes.
SERVICE STANDARDS
Services | Client Obligation | Waiting Time |
Ambulance Services | KSh 3,900 (within the city) | Up to 1 hour |
Counseling Services | Consultation fee: KSh 1,500 | Up to 30 minutes |
ECG | Pay for service | Up to 2 hours |
EEG | Pay for service | Up to 2 hours |
Emergencies | KSh 2,500 – KSh 10,500 | Immediate |
General Consultation | Consultation fee: KSh 1,000 | Up to 50 minutes |
Laboratory Routine Tests | Pay for service | Up to 50 minutes |
Medical Examination | Pay for service | Up to 1 hour |
Medical Letters | KSh 3,000 | Within 1 day |
Nutrition Services | Consultation fee: KSh 1,500 | By appointment |
Pharmacy Services | Pay for prescribed drugs | Immediate |
Psychiatry Services | Consultation fee: KSh 3,000 | Up to 50 minutes |
Psychology Services | Consultation fee: KSh 2,000 | By appointment |
Referral Services | Free | Immediate |
Special Laboratory Tests | Pay for service | Up to 2 days |
Triage | Free | Up to 15 minutes |
Clients’ Rights
- Respect and dignity
- Timely and quality healthcare services
- Privacy and confidentiality
- Clear and accurate information about your condition and treatment
- The right to give informed consent
- A clean, safe, and healing environment
Clients’ Responsibilities
- Provide accurate and complete medical information, including past illnesses, surgeries, and medications.
- Follow medical advice and instructions provided by healthcare professionals.
- Accept the consequences of refusing treatment or not adhering to medical guidance.
- Pay bills on time or notify the billing office if payment is not possible.
- Treat hospital staff and other patients with courtesy and respect.
- Minimize noise and observe visiting rules to maintain a restful environment.
Feedback & Complaints
Your feedback is important to us.
To submit a complaint or suggestion:
Email: info@kilimanihospital.com
WhatsApp: +254 769 735 753
Service Hours
- Outpatient Services:
Monday – Friday: 8:00 AM – 8:00 PM
Saturday: 8:00 AM – 7:00 PM
Sunday: Closed
• Emergency Services: 24 hours, 7 days a week
• Visiting Hours:
12:30 PM – 1:30 PM
4:30 PM – 6:00 PM
Contact Information
Location:
Kilimani Hospital
Nzoia Road, off Kisumu–Nairobi Highway
Next to Sai Petrol Station, Kisumu, Kenya
Reception: +254 038 008 715
Billing Inquiries: +254 769 735 753
Email: info@kilimanihospital.com
This service charter will be reviewed annually or as need arises.