Hospitals and healthcare facilities in Kenya are expected to provide professional and ethical services to all patients. However, there are times when hospital staff may act negligently, unethically, or unprofessionally, leading to dissatisfaction, mistreatment, or even harm to patients. If you experience such a situation, it is important to know the proper steps to file a complaint against hospital staff and seek redress.
1. Identify the Nature of the Complaint
Before filing a complaint, determine the exact issue you are facing. Common complaints against hospital staff include:
- Medical negligence or malpractice
- Rude or unprofessional behavior
- Discrimination or denial of treatment
- Overcharging or billing disputes
- Unhygienic conditions
- Poor patient care
- Unauthorized disclosure of medical information
2. Gather Evidence
To strengthen your complaint, collect relevant evidence such as:
- Medical reports and prescriptions
- Photographs or videos (if applicable)
- Witness statements from other patients or relatives
- Payment receipts and invoices
- Any correspondence with the hospital staff or administration
3. Report to the Hospital Management
Most hospitals have a complaints and feedback system. Start by reporting the issue to the hospital’s administration. Visit the customer care desk or the complaints office and formally present your concerns. Some hospitals may require you to fill out a complaint form.
If your issue is not resolved at this level, escalate it further.
4. File a Complaint with the Kenya Medical Practitioners and Dentists Council (KMPDC)
The Kenya Medical Practitioners and Dentists Council (KMPDC) is the main regulatory body overseeing medical professionals and institutions in Kenya. You can file a complaint against hospital staff through KMPDC if the hospital fails to resolve your concerns.
Steps to File a Complaint with KMPDC:
- Prepare a Written Complaint: Include details such as your full name, hospital name, staff details, date of incident, and nature of the complaint.
- Attach Supporting Documents: Include medical records, receipts, witness statements, or any other evidence.
- Submit the Complaint:
- Online via KMPDC’s official website (https://kmpdc.go.ke)
- Email: info@kmpdc.go.ke
- Physically at their offices in Nairobi
After submission, KMPDC will investigate and take appropriate action, which may include disciplinary action against the staff involved.
5. Report to Other Relevant Authorities
If the issue involves malpractice, corruption, or serious misconduct, consider reporting to the following authorities:
- Ministry of Health – For complaints involving public hospitals and national health policies (Email: info@health.go.ke)
- Commission on Administrative Justice (Ombudsman) – For public service complaints (https://www.ombudsman.go.ke)
- Ethics and Anti-Corruption Commission (EACC) – If corruption is involved (https://www.eacc.go.ke)
- Consumer Federation of Kenya (COFEK) – For consumer protection issues (https://www.cofek.africa)
6. Seek Legal Action if Necessary
If your complaint involves medical negligence that has caused significant harm, you may need to seek legal redress by:
- Consulting a lawyer specializing in medical malpractice
- Filing a lawsuit in a court of law
- Seeking compensation through the courts
7. Raise Awareness Through Media and Social Platforms
If your complaint is not addressed satisfactorily, you can expose the issue through social media, blogs, or mainstream media to pressure authorities to take action. However, ensure that you have factual evidence to avoid legal repercussions.
Conclusion
Filing a complaint against hospital staff in Kenya requires a systematic approach. By following the steps outlined above, you can ensure that your concerns are heard and addressed appropriately. Holding medical professionals accountable helps improve healthcare standards and ensures that patients receive the quality care they deserve.
'Want to send us a story? Submit to NAIROBIminiBLOGGERS via our Email nairobiminiblogger@gmail.com'
Drop Your Comments, What do you think About The Article?