Frequently asked questions
Appointments
How do I book an appointment?
You can book online through our Consultations page, call +254 705 878 746, or walk in during outpatient hours. Online booking is available 24/7.
Can I reschedule or cancel my appointment?
Yes. Log into your patient portal or call us at least 2 hours before your scheduled time. Cancellations within 2 hours may incur a fee.
How early should I arrive for my appointment?
Please arrive 15 minutes early for registration and vitals. First-time patients should arrive 30 minutes early to complete medical history forms.
Insurance & Billing
Which insurance providers do you accept?
We accept NHIF, Jubilee, AAR, CIC, Britam, Madison, and most other major Kenyan insurers. View our full list on the Insurance page.
Do I need to pay upfront if I have insurance?
For covered services, we bill your insurer directly. You only pay any co-payment, deductible, or non-covered services at checkout.
Can I pay via M-Pesa?
Yes. Use PayBill 247247. You can also pay by card, bank transfer, or cash at our cashier desks.
Online Services
How does the online pharmacy work?
Browse medications, add to cart, upload your prescription if required, and checkout. We deliver within Nairobi in 30–60 minutes.
Are virtual consultations as effective as in-person visits?
For many conditions, yes. Our telemedicine platform supports video calls, digital prescriptions, and follow-ups. Complex cases may still require a physical examination.
How do I access my medical records?
All patients receive a secure digital health record after their first visit. Access it through the patient portal or request a printed copy at reception.
Home Care
What areas do you cover for home care?
We currently serve Nairobi, Kiambu, and Kajiado counties. Contact us to confirm coverage for your specific location.
How quickly can a nurse be dispatched?
For scheduled visits, we typically assign a nurse within 24 hours. For urgent post-op or palliative needs, same-day dispatch is often possible.
Is home care covered by insurance?
Some insurance plans cover home nursing. We help you verify your benefits before starting care.
Emergency
What should I do in a medical emergency?
Call our 24/7 emergency line at +254 705 878 746 immediately. If you are in Ruiru or Nairobi metro, we can dispatch an ambulance. For life-threatening emergencies, also call 999.
Do I need an appointment for the emergency department?
No. Our emergency department is open 24/7 for walk-ins. Critical cases are triaged and treated immediately.
Is there a charge for ambulance services?
Ambulance dispatch is available within Ruiru, Kiambu County and the wider Nairobi metro. Out-of-area transport may incur a distance-based fee.