KNH deploys additional staff, extends hours after patients' fury over SHIF system failure

The Kenyatta National Hospital (KNH) has deployed additional personnel across all affected departments and extended working hours after patients expressed frustration over the failure of the Social Health Insurance Fund (SHIF) system.

The move comes after patients stormed a media briefing by Health Cabinet Secretary Deborah Barasa at the Ministry of Health headquarters in Nairobi on Wednesday, citing frustrations over the failure of the SHIF system.

“SHIF is not working, we are tired,” one patient was overheard saying during the confrontation.

In a statement, KNH acknowledged the challenges faced by patients, assuring the public that services had resumed.

The hospital confirmed that the SHIF system had been temporarily down, which had caused delays and confusion in patient services.

Long wait

Many patients expressed frustration over the newly introduced health cover, which they claimed had not been functioning as expected. Some described long waits and extensive visits to hospital and Social Health Authority (SHA) offices, without receiving any resolution.

Patients from KNH storm Health CS Deborah Barasa’s media briefing at Afya House protesting the failure of SHA system pic.twitter.com/H4VhbdEiGW

— The Eastleigh Voice (@Eastleighvoice) January 15, 2025

“They say the systems are down, and the payments don’t reflect in the database,” one patient said, adding that they had travelled long distances in vain.

“Some people have come from Kibwezi and others from Mombasa; SHA is not working and they are not approving. From Wednesday last week, they say the systems are down.”

KNH explained that the recent downtime had temporarily disrupted some services, particularly those related to patient clearance and administrative processes.

The hospital assured the public that the SHA system was now fully operational and aligned with KNH’s systems.

“Normal operations have resumed, and patients are being attended to,” reads the statement.

To address the backlog caused by the downtime, KNH said it has deployed extra personnel and extended hours in affected departments. The hospital pledged to resolve pending cases promptly and efficiently, expressing regret over the inconvenience caused to patients and their families.

“As Kenya’s leading referral hospital, we are committed to upholding the highest standards of care and professionalism,” KNH added.