Patients at Kenyatta National Hospital (KNH) took their frustrations to the Ministry of Health offices on Wednesday, protesting the non-operationalization of the Social Health Authority (SHA), which has caused significant disruptions in their healthcare access. The ongoing failures of the newly rolled out health cover have left many patients stranded and without services.
Patients’ Complaints About SHA System Failures
The health cover, which patients had been promised would improve access to care, has instead led to mounting complaints. Many patients have expressed their frustration after paying for services via SHA accounts, only to be told that the payments are not reflecting in the hospital’s database due to system failures.
One patient shared their experience, stating, “Some people have come from Kibwezi and Mombasa, but SHA is not working and they’re not approving. They’ve been saying since last Wednesday that the systems are down.” Another patient, Diana, recounted her struggles to receive treatment after a recent Caesarean section. Despite having complications, she was told that treatment could not proceed unless her SHA approval was processed.
“I’ve been going around from office to office, and they keep telling me the system is down,” she said, visibly distressed. “System ziko chini aje na pesa zinaingia?” she added, referring to how payments are processed despite the system failure.
Stranded Patients and Disrupted Services
Diana’s case is not an isolated one. Many patients have been stranded for days outside the hospital, unable to access the care they urgently need. The persistent issue has led to mounting frustration, with patients accusing the authority of offering no resolution or explanation for the ongoing delays.
One patient said, “We’ve walked into the offices of NHIF, even gone to the ICT department, and still no access or resolution.” The confusion has deepened as patients are sent from office to office, with no clear answer on when the system will be functional.
Presidential Reassurances Fall Short
This disruption comes despite President William Ruto’s reassurances in December that the challenges surrounding the transition from the National Health Insurance Fund (NHIF) to the Social Health Authority (SHA) would soon be resolved. At the 11th National and County Governments Coordinating Summit, Ruto acknowledged the “scale and ambition” of the new healthcare scheme, known as Taifa Care. He assured the public that the technological and operational issues would be overcome to ensure that all citizens would have access to affordable healthcare.
“The scale, boldness, and ambition of Taifa Care are unprecedented,” Ruto stated. However, the ongoing difficulties suggest that these promises have yet to translate into improved service for patients relying on the new system.
