SERVICE CHARTER
Download the full charter
Both charters in one printable document, with the Hospital and County crests. Useful for noticeboards, wards and clinic desks.
PDF · 3 pages · 225 KB · Updated September 2026
Citizen’s Service Delivery Charter
What You Can Expect From Our Services
This Service Charter sets out the standards of service you can expect from Nyambene Sub-County Hospital. It provides information on the services we offer, applicable charges, requirements for accessing services, and the expected service timelines.
Where applicable, payments should be made through SHA, M-PESA or other approved payment and health insurance channels at the designated service point. Members of the public are advised not to make payments directly to individual members of staff.
Scroll the table sideways to see every column.
| Service | What you need to bring | Cost | Timeline |
|---|---|---|---|
| Accident and emergency | Referral form (except for emergencies and accidents) | Free | Emergency: immediately |
| Outpatient registration and consultation | Registration; ID card or passport; SHA or insurance authorisation, or mobile payment | Outpatient card Ksh 100 | Within 30 minutes, depending on acuity |
| Admission | Admission sheet; ID or passport; SHA or insurance authorisation; payment of the applicable deposit and file-opening fee | Applicable deposit File opening Ksh 300 Bed charges per day - general ward Ksh 300 | Within 1 hour |
| Clinic review | Attendance card; payment of consultation fee | Ksh 200 | Within 1 hour |
| Laboratory services | Investigation request form; referral form; proof of payment | As per laboratory test menu | 1 hour – 6 days |
| Imaging (ultrasound, X-ray, CT scan) | Investigation request form; referral form; SHA or insurance authorisation, or mobile payment | As per imaging price list | Depending on the investigation and clinical urgency |
| Maternity services Normal delivery / caesarean section | MCH booklet | Normal delivery Ksh 6,000 Caesarean section Ksh 18,000 | Depends on progress of labour Emergency: immediately |
| Pharmacy and dispensing | Prescription; payment receipts; treatment sheet for inpatients | As per pharmacy price list | 20 minutes – 2 hours |
| MCH and family planning | Attendance card | Applicable charges | Within 1 hour |
| Dental services | Attendance card | Applicable charges | — |
| Renal dialysis | SHA or insurance authorisation, or mobile payment | — | — |
| Haemodialysis | SHA or insurance authorisation, or mobile payment | Ksh 6,500 per session | Within 5 hours |
| Temporary catheter insertion | SHA or insurance authorisation, or mobile payment | Ksh 12,000 | Within 1 hour |
| Permanent catheter insertion | SHA or insurance authorisation, or mobile payment | Ksh 20,000 | Within 1 hour |
| Physiotherapy Outpatients | Referral form; appointment booking card; proof of payment | Adult Ksh 300 per session Child Ksh 200 per session | Within 10 minutes |
| Physiotherapy Inpatients | Service request form | Adult Ksh 300 per session Child Ksh 100 per session | Within 1 hour |
| Occupational therapy Outpatients | Referral form; appointment booking card; proof of payment | Adult Ksh 300 per session Child Ksh 200 per session | Within 1 hour |
| Occupational therapy Inpatients | Service request form | Adult Ksh 300 per session Child Ksh 200 per session | Within 1 hour |
| Discharge of patients | Discharge summary; bill payment receipts | As per invoice | Within 2 hours |
| Referral | Referral form | Applicable charges | Emergency: immediately Non-emergency: within 30 minutes |
| Payment of suppliers | Invoice and bank details | Free | Within 60 days |
| Mortuary services | Applicable services | Applicable charges | Applicable timelines |
| Body clearance | Bill payment; identification documents for next of kin (national ID or passport) | Applicable charges | Applicable timelines |
| Access to information | Request for access to information | Applicable costs | Applicable timelines |
| Customer feedback | Compliments or complaints | Free | Within 14 days |
A dash (—) indicates that the applicable charge or service timeline is not specified in this Charter. Patients are attended to according to clinical urgency, with patients requiring more urgent care given priority.
Patient Charter
Your rights, your responsibilities, our promise
Our commitment to you and what we ask of you in return.
Our responsibilities to you
- Deliver safe, effective and high-quality health care that meets professional and ethical standards for every patient.
- Treat all patients with dignity, courtesy and compassion, with full respect for their privacy, cultural values, gender, social class and religion.
- Uphold and improve our standards through regular audit, staff training and continuing professional learning.
Patient rights
- Confidentiality.
- Informed consent to treatment.
- To be treated with respect and dignity.
- Privacy.
- To receive emergency treatment at any health facility.
- Information concerning their health and health care.
- To be informed of all the provisions of their medical scheme or health insurance policy.
- A second medical opinion.
Patient responsibilities
- Keep scheduled appointments and observe time; if that is not possible, tell the health care provider.
- Follow the doctor’s instructions, and do not abuse or misuse prescribed medication or treatment.
- Respect the privacy and confidentiality of others — patients, visitors, families and staff.
- Safeguard any personal valuables not surrendered to the hospital security team.
- Abide by all hospital rules and safety regulations.
- Disclose relevant and accurate information about your health, including previous medical history.
- Ask about the cost of treatment and rehabilitation, and make appropriate arrangements for payment.
- Take care of any health records in your possession and produce them when the provider requires them.
Raising a Concern
If you believe that a service provided by Nyambene Sub-County Hospital has not met the standards outlined in this Service Charter, you are encouraged to raise your concern with the Medical Superintendent for appropriate attention.
Medical Superintendent
Nyambene Sub-County Hospital
P.O. Box 482–60600, Maua
Tel: +254 724 265 555
Email: info@nsch.go.ke