Kenyatta National Hospital (KNH) has opened an investigation into complaints raised by a patient in a social media video, promising to establish what happened and determine whether further action is necessary.
The national referral hospital said on Sunday, October 18, 2026, that it had taken the concerns seriously and was seeking to engage the patient to address the issues she raised about the care she received.
What the Patient Alleged
The video features the patient questioning why she had not received results for medical tests she said she paid for, alongside complaints about treatment and access to medication during her stay at the facility.
In a statement signed by Chief Executive Officer Dr Richard Lesiyampe, KNH said investigations had been initiated to establish the facts surrounding the concerns. The hospital also invited the patient and her representatives to meet its management team to discuss the complaints and work towards a resolution.
The patient alleged that she had previously undergone a colonoscopy and endoscopy at another facility and presented the results to KNH. She claimed the hospital declined to accept the findings, forcing her to seek financial assistance from members of the public through TikTok to pay for the procedures again.
According to her account, she underwent the tests at KNH but had yet to receive the results despite making repeated requests. She also claimed she paid for an ultrasound and an X-ray but left without receiving the corresponding results.
“I’m very disappointed in you, Kenyatta National Hospital,” she said in the video.
Medication and Treatment Complaints
The patient further alleged that she had to buy medication outside the hospital because she did not receive the medicines she expected during her admission.
She said bleeding had been stopped while she was in the emergency room but claimed she did not receive further medication after being moved to a ward. She also questioned being asked to appreciate the hospital for providing a bed and meals, saying she had expected medical treatment as part of the care she sought.
In another complaint, the patient said medical staff had informed her that her heart was enlarged and recommended further imaging to establish the cause. She alleged that although she contacted a family member to help pay for the scan, the procedure was not conducted.
KNH’s Response
KNH provided top executives’ contacts and said the patient and her representatives can contact the Chief Executive Officer, the Director of Clinical Services or the Director of Nursing Services to facilitate further engagement.
The hospital reiterated its commitment to providing safe, compassionate and quality healthcare, saying feedback from patients and the public was important in improving its services. KNH said the investigation would help establish the facts and guide any appropriate action.
The patient’s allegations have not been independently verified.
Why This Case Matters
The viral video has reignited scrutiny of Kenya’s largest referral hospital at a time when public confidence in healthcare service delivery is already fragile. KNH handles thousands of patients daily, many travelling from across the country for specialised care, and complaints about delays, missing results and medication shortages are a recurring theme in public discourse.
The hospital’s decision to publicly acknowledge the complaint and invite the patient for a management meeting marks a departure from the typical silence that often follows viral healthcare complaints in Kenya. Whether the investigation produces transparency or a quiet resolution will be watched closely by patient advocacy groups and the public alike.
The case also raises broader questions about patient rights in Kenya’s public health system—specifically, what recourse patients have when they believe they have paid for services they did not receive, and how hospitals handle complaints that escalate to social media.
What Happens Next
KNH’s investigation is ongoing. The patient has been invited to meet management, and the hospital has provided direct contacts for the CEO, Director of Clinical Services and Director of Nursing Services.
For now, the patient’s account remains unverified, and KNH has not publicly responded to the specific allegations beyond confirming the investigation. The outcome will depend on what the probe establishes—and whether the patient chooses to engage with the process.
What is clear is that the video has struck a nerve. Thousands of Kenyans have shared similar experiences online, and the hospital’s response will be seen as a test of how seriously patient feedback is taken at the country’s most important public health facility.