SERVICE CHARTER
St. Crispin Afya Hospital
A Partnership for Quality Healthcare
OUR COMMITMENT
We at St. Crispin Afya Hospital acknowledge that you, the patient, come first. Our objective is to integrate compassion and excellence in healthcare provision. We respect your right to receive health care services in our facility and want to establish a partnership between you, the patient, and us, the care giver.
Legal and Regulatory Framework
As a hospital, we are committed to serve our clients in line with:
The Constitution of Kenya
On the right of clients seeking health services in Kenya
Kenya Health Policy 2014-2030
Guiding our long-term healthcare strategy
Kenya Quality Model for Health (KQMH)
Ensuring highest quality standards
Ministry of Health Standards
Adherence to service delivery standards
Health Act No. 21 of 2017
Compliance with national health legislation
Patient Safety Guidelines
Implementation of safety protocols
YOUR RIGHTS AS A PATIENT
Protected by the Constitution of Kenya and Ministry of Health Standards
Constitutional Rights
The right to the highest attainable standard of health (Article 43(1))
- Access to quality healthcare services without discrimination
- Evidence-based medical treatment according to established protocols
- Safe and effective medication as per Kenya Essential Medicines List
The right to life (Article 26)
- Emergency medical treatment without delay
- Life-saving interventions regardless of ability to pay
- Protection from medical negligence and malpractice
The right to reproductive health services (Article 43(1))
- Family planning services and counseling
- Maternal and child health services
- Adolescent-friendly reproductive health services
The right to emergency medical treatment (Article 43(2))
- Immediate stabilization and treatment of emergency conditions
- No denial of emergency care based on inability to pay
- Appropriate referral to higher-level facilities when necessary
Ministry of Health Standards
Right to Informed Consent
Full disclosure of treatment benefits, risks, and alternatives with freedom to accept or refuse treatment
Right to Dignity & Respect
Respectful and compassionate care from all staff with privacy during examination and treatment
Right to Participate
Involvement in care planning and treatment decisions with right to seek a second medical opinion
Right to Pain Management
Assessment and management of pain as part of routine care with access to appropriate pain relief
Right to Safe Environment
Clean and hygienic hospital facilities with infection prevention and control measures
Right to Complain
Access to complaint mechanisms without fear of retaliation with timely investigation and response
YOUR RESPONSIBILITIES AS A PATIENT
Health Information
Provide accurate and complete information about your health, medical history, and medications
- Inform healthcare providers of any allergies
- Update contact and next of kin details
- Disclose previous treatments elsewhere
Treatment Compliance
Follow the prescribed treatment plan and medical instructions
- Take medications as directed
- Attend follow-up appointments
- Inform if you cannot follow treatment
Respect for Others
Respect the rights, privacy, and dignity of other patients and staff
- Be courteous and respectful
- Avoid disruptive behavior
- Respect hospital property
Financial Responsibility
Inquire about costs and agree on payment arrangements
- Provide accurate insurance information
- Settle bills as per agreed terms
- Understand service costs
Appointment Management
Arrive on time and manage appointments responsibly
- Notify in advance if unable to attend
- Reschedule appropriately
- Plan for appointment duration
Fighting Corruption
Help combat corruption by reporting unethical practices
- Refrain from offering bribes
- Report solicitation of bribes
- Use official complaint channels
OUR SERVICE STANDARDS
Outpatient Services
- Registration: Within 10 minutes of arrival
- Consultation: Within 30 minutes of registration (non-emergency)
- Laboratory Results: Within 2 hours for urgent tests
- Pharmacy Dispensing: Within 15 minutes
- Specialist Referral: Within 24 hours when required
Inpatient Services
- Admission: Within 1 hour of decision to admit
- Daily Review: By attending physician each day
- Nursing Care: 24/7 with regular monitoring
- Discharge Planning: Started within 24 hours of admission
- Meal Service: Nutritious meals served on schedule