Complaints & Feedback
How to share your concerns or suggestions with us
We Value Your Feedback
Your feedback helps us improve our services and patient experience. Whether you have a complaint, suggestion, or compliment, we want to hear from you. All feedback is treated seriously and investigated thoroughly.
How to Complain
You can submit a complaint in person, by phone, by email, or in writing. Please provide as much detail as possible, including dates, names of staff involved, and a description of the issue. We aim to acknowledge all complaints within 2 business days.
Our Process
1. Acknowledgement within 2 business days. 2. Investigation and review by the relevant department. 3. Written response within 14 business days. 4. If unresolved, escalation to senior management. 5. Final resolution within 30 business days.
Confidentiality
All complaints are handled confidentially. Information related to your complaint will only be shared with those directly involved in the investigation and resolution process.
External Escalation
If you are not satisfied with our resolution, you may escalate your complaint to the relevant external body, including the Kenya Medical Practitioners and Dentists Council or the Kenya Data Protection Commissioner.
Contact Us
To submit feedback or a complaint, please contact us via phone, email, or in person at our offices.
Have Questions?
If you have any questions about our complaints policy, please don't hesitate to reach out.