KNH Responds After Viral Video Exposes Patient’s Complaints Over SHA

Kenyatta National Hospital (KNH) has launched internal investigations following public outrage over a viral social media video in which a female patient detailed severe sub-standard care, missing medical test results, and challenges obtaining services under the Social Health Authority (SHA) scheme.

The patient expressed deep frustration with the country’s largest referral facility, alleging that she spent nearly Ksh150,000 on medical care without receiving the critical treatment and diagnostic reports she expected.

“I’m very, very, very disappointed. I’m very disappointed, especially with Kenyatta National Hospital. You have disappointed me. You have done me bad, and I’m not afraid of speaking out,” she said.

In an official statement released on Sunday, October 18, 2026, KNH Chief Executive Officer Dr. Richard Lesiyampe confirmed that hospital management had initiated a formal inquiry to evaluate the claims.

“The hospital takes these concerns seriously and has initiated investigations to establish the facts and determine any appropriate action,” Lesiyampe said.

Patient Details Missing Test Results and Out-of-Pocket Expenses

According to the patient’s account, hospital personnel initially referred her to an external facility for imaging procedures, where she paid Ksh45,000 before returning with colonoscopy and endoscopy reports. She stated that staff refused to accept those outside results, forcing her to appeal for financial support on social media to repeat the procedures directly at KNH.

Despite paying for the repeated procedures and additional routine diagnostics, the patient claimed facility staff withheld her medical records entirely.

“Baada ya kufanya, hamkunipea result. Hadi saa hii hamkunipea result. Nimeuliza result mpaka nimetoka huko bila kupewa result za Kenyatta,” she said, alleging that she left the facility without receiving her diagnostic findings.

The patient further reported paying Ksh1,500 for an ultrasound and undergoing an X-ray, yet hospital staff failed to provide documentation for either test. She also claimed she paid an extra Ksh15,000 out-of-pocket to transfer tissue samples collected during a procedure to an external laboratory.

Allegations of Prescription Shortages and Discharging Distressed Patients

In addition to missing diagnostic records, the woman accused the hospital of failing to provide prescribed pharmaceuticals during her two-and-a-half-week admission. She noted that while emergency room clinicians successfully stopped her initial internal bleeding, ward personnel provided insufficient follow-up medication.

“Nimetibiwa two weeks and a half, ukiona nimetibiwa nanunua dawa nje,” she said, displaying medicines she purchased independently from private pharmacies.

The patient alleged that she continued experiencing bloody diarrhea upon discharge. When she confronted a senior staff member regarding the lack of medication, the officer reportedly instructed her to feel grateful simply for receiving a hospital bed and daily meals.

KNH Management Reaches Out for Mediation

While KNH has avoided directly confirming or denying the individual claims, the hospital management team invited the patient and her family representatives to attend a direct resolution meeting.

Dr. Lesiyampe provided direct contact channels for executive leadership, including the CEO’s office, the Director of Clinical Services, and the Director of Nursing Services, to coordinate the meeting. He reaffirmed that the national referral center values public feedback to strengthen operational efficiency and safeguard patient welfare going forward.

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