Frequently Asked Questions

Your hospital bill includes your daily room service, nursing care, meals, housekeeping, linen and other support services. Additional charges include services ordered by your physician, such as X-rays, Laboratory tests, medical supplies and therapeutic services.

You may pay your estimated bill in full on admission, and the balance on the final bill on discharge directly to our hospital cashiers. We accept CASH, MPESA via Paybill No. 880203 and insurance payment-(CIC, NHIF, and PACIS).

Sometimes your doctor orders laboratory testing; X-rays and other imaging services in order to determine a diagnosis. These tests are sent to physician specialists for analysis and opinions, and you may not see these doctors. You will receive a bill directly from these physicians for the studies. Should you have any questions about the physicians’ bills, please contact their offices directly.

You may receive more than one bill from the same hospital in addition to the bill from Medical Associates, you may also get bills from your doctor, as well as other physicians or as well as other consulting physicians or other health care professionals not employed by UZIMA. These physicians bill separately for their services, should you have any questions about the physicians: please contact their offices directly.

You should receive an explanation of benefits from your insurance carrier outlining how your claim was handled, including amount of payment, patient responsibility and/or denials. If there is a balance due from you, we will contact you immediately.

We encourage you to check with your insurance provider prior to your hospital visit. Some insurance carriers require pre- authorization or referral forms prior to the day of procedure. It is the patient’s responsibility to know whether or not they need to obtain pre-authorization or referral for their procedure. Some insurance providers will not pay for certain services, unless the service is pre-authorized.

You will be required to pay any difference, if any, between your verified insurance benefits and the estimated charges for your stay or procedure. This includes any deductible, co-payment, or coinsurance amounts as specified under the schedule of benefits of your insurance coverage.

You will be required to pay any difference, if any, between your verified insurance benefits and the estimated charges for your stay or procedure. This includes any deductible, co-payment, or coinsurance amounts as specified under the schedule of benefits of your insurance coverage.

This varies with each insurance company. Please contact your insurance company to obtain coverage information specific to your policy.

St.Scholastica Uzima Hospital provides itemized billing for all services rendered to individual patients. The frequency of billing can be agreed with the Hospital. Regular statements are sent to the parent organisation and clients can access them upon request. You can also visit the hospital's account department for inquiries.

We provide a standard balanced diet as per the hospital menu - 3 main meals (Breakfast, Lunch and Supper) and 2 snacks (10 a.m. & 4 p.m.). If you are on a special diet, your menu will be modified according to your doctor’s orders. We work closely with your nurse and physician to decide on the best nutritional therapy for your health condition. They are available for nutritional education or counseling. Patients are however not allowed to receive meals from outside. This is so as to monitor patients’ diet during their stay at the facility.

If you bring something of value, and it cannot be sent home, we suggest that you place it in the hospital safe during your stay in. The Hospital cannot be responsible for money, jewelry, credit cards or other valuables you choose to keep in your room or on your person. Inform the onsite administration staff if you need an item(s) secured.

The Hospital's Pharmacy is available Monday through Friday to fill your outpatient prescriptions. The pharmacy is located on the ground floor of the UZIMA Hospital building. The pharmacy accepts cash or mpesa via Paybill No. 880203.

A Visitor Room is located off the maternity wing to provide a quiet location where visitors may conduct personal business while waiting for a family member to complete a procedure or return from being attended to. The visitor hours are every day from Morning: 6.00-8.00 a.m. Afternoon: 12.00-1.30 pm Evening: 5.00pm -7.00pm.

We are located off Thika Super Highway, Exit 5, Survey of Kenya, behind St. Benedict Catholic church, near National Youth service.

The Benedictine sisters are available to provide pastoral care for patients, families and friends, especially during times of crisis, grief or loss. The Benedictine sisters are professionally trained and are part of holistic care.

Your Spiritual guide or leader can be contacted upon request.

We have daily morning devotions with all the staff and patients. We also celebrate the annual World Day of the Sick with special prayers, mass and anointing of the sick.

The services of an interpreter are available to patients free of charge who do not speak or read English. Interpreters are available for Swahili and English languages; please notify your UZIMA Coordinator. Sign language, TTYs and other auxiliary aids and services are available to people who are deaf or hard of hearing or who have speech impairments.

When someone is hospitalized, everyone involved – the patient, family members, doctors and nurses – wants the patient to receive the best possible care. But if a patient has a very poor outlook for recovering health and/or faces a greatly diminished quality of life, the best course of treatment may not be clear.

Sometimes differences in values or communication styles result in conflicts around medical decision-making. Patients and families seeking assistance in resolving ethical questions should first discuss any concerns or questions with the attending physician, nursing staff, social worker and/or personal priest. If the patient and/or medical care team needs assistance in addressing an ethical issue, the hospital ethics consultant and staff are available to assist. If you would like the assistance of hospital ethics services, you can ask a member of your health care team to contact an external medical care ethicist on your behalf.

Smoking policy – The UZIMA Medical Center has adopted a smoke-free policy in cooperation with the UZIMA staff on behalf of all patients and visitors. Smoking is not allowed in patient rooms, hallways, bathrooms, cafeterias or elsewhere in the UZIMA medical center buildings. Patients are prohibited from smoking except when authorized by a physician’s prescription. A dedicated outdoor smoking area is possible outside the hospital (north side of hospital). Smoking is not permitted on the hospital premises, entrance ramp or emergency department entrance.

1. To be informed of your rights and to participate in the development and implementation of your plan of care.
2. To receive care without regard to your race, color, national origin, religion, age, gender, ability or disability, or sexual orientation.
3. To request and receive care which respects your individual cultural, spiritual and social values.
4. To receive care which is free of verbal, physical, psychological abuse or harassment, which promotes your dignity, privacy, safety and comfort.
5. To be informed that relief of pain is an important part of your care. To receive information about options to reduce, control or relieve pain. To have pain effectively managed.
6. To be free from any form of restraint or seclusion that is not medically necessary or used as a means of coercion, discipline, convenience or retaliation by staff. A restraint or seclusion may only be used to improve your wellbeing or protect you from harm, and when you or your family has been informed.
7. To expect that efforts will be made to provide you continuous, coordinated, and appropriate care during and after your hospitalization.
8. To be informed of your health status, including the nature of your illness and treatment options, including potential risks, benefits, alternatives and costs, and to participate fully in your health care decisions.
9. To expect that we will communicate with you in a manner that you can understand.
10. To make decisions regarding your care by being involved in your care planning and treatment. This includes making informed decisions regarding your care, as well as a right to accept or refuse recommended tests or treatments, or to request treatment.
11. To formulate advance directives, such as a living will or power of attorney for health care, and to expect that your advance directives will be followed when applicable.
12. To expect that appropriate surrogate decision-makers will be sought in case you lack decision-making ability and have no advance directive.
13. To receive information about and access to protective and advocacy services when they are an appropriate option.
14. To raise ethical issues concerning your care with your care providers and/or the ethics committee, and to participate in the resolution of those issues.
15. To have reasonable access to visitors and unrestricted communications by mail and telephone unless you have been informed that there are sound medical or institutional reasons to restrict such access.
16. To be informed of any proposed research or experimental treatment that may be considered in your care, and to consent or refuse to participate.
17. To express complaints or grievances concerning the quality of care or service and to voice them without fear of discrimination or reprisal, and to receive a prompt and courteous written to your concerns. You will be provided with information as to how to file a complaint or grievance.
18. To be allowed access to information contained in your clinical records within a reasonable time of your request for them.
19. To request and receive information regarding the charges for any treatment, and to receive an explanation of your bill upon request.
20. To have a family member, companion or representative of your choice, and your physician, promptly notified of your admission to the hospital.
21. To have personal privacy, including confidentiality of your clinical record, and to be assured that medical and personal information will be handled in a confidential manner.

1. To provide all personal and family health information needed to provide you with appropriate care. This includes reporting if you are in pain, or require pain relief.
2. To participate to the best of your ability in making decisions about your medical treatment, and to comply with the agreed upon plan of care.
3. To ask questions of your physician or other care providers when you do not understand any information or instructions.
4. To inform your physician or other care provider if you desire a transfer of care to another physician, caregiver, or facility.
5. To be considerate of others receiving and providing care.
6. To observe facility policies and procedures, including those regarding smoking, noise, and number of visitors.
7. To accept financial responsibility for health care services and to work cooperatively with UZIMA to resolve financial obligations.

If you have any questions, please contact us.

When it is time for you to leave the hospital, your doctor will write a discharge order. This order will specify when you should be released and any additional information about your care. On most days, discharge time is from 11 a.m., provided that your physician has written your discharge order.

The staff on duty will then give you a patient discharge instruction sheet and discuss it with you. These instructions include information about diet activities, medications, symptoms or problems to watch for, and other information you may need. If you have any questions about these discharge instructions, ask your doctor or nurse.

You'll be guided to clear your bill before being discharged.

If there is a question about your UZIMA bill, a representative of the billing department will contact you or a member of your family while you are in the hospital. Depending on the type of financing you have and in order to process your health service costs, Uzima Dispensary may need to submit bills to you instead of your insurance company but will do everything possible to help you expedite your claim. However, at this time we require a deposit at the beginning of admission to begin treatment. You are responsible for any additions to your treatment plans or medication.

If you do not have insurance: A representative of the patient billing department will discuss financial arrangements with you. Please be aware that you will receive several bills for your stay. Your hospital bill reflects all of the services you received during your stay. You will receive a separate bill from your attending physician and additional separate bills from any specialists who may consult on your care. If you have certain special tests or treatments in the hospital, you also may receive bills for those services.

If you have health insurance: We will need a copy of your health insurance identification. Depending on the extent of your coverage and requirements, you may be asked to pay a deposit. If you are a member of any health insurance provider, It is your responsibility to make sure the requirements of your plan have been met. If your plan’s requirements are not followed, you may be financially responsible for all or part of the services rendered in the hospital. Some physician specialists may not participate in your plan and their services may not be covered.

We realize clients; their family members or visiting friends may experience problems or have concerns regarding a hospital stay. If for some reason your stay and care have not met your expectations, ask to speak with the Sister in Charge or Call the Hosipital on 0733 413 583 / 0718 061 200

One of our top strategic initiatives is service excellence; it is a visible way of ensuring we are providing the best possible experience for our clients. Your comments will help us learn if we are fulfilling our values. We encourage your feedback so that we may further our mission of healing service excellence.

We respect and understand that individuals may be concerned about privacy issues that surround access to health care services.

Patient records and personal information are extremely confidential We will never sell, trade, or rent personal information to other individual health care concerns, pharmaceutical entities or medical companies.

Yes. Anyone with a prescription or laboratory request from a qualified medical practitioner can access our services.