Duale warns hospitals against denying care over SHA system downtime

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Health Cabinet Secretary Aden Duale has warned health facilities against turning away patients under the pretext of system downtime under the Social Health Authority (SHA), saying such actions violate Kenyans’ constitutional right to healthcare.

Speaking at Afya House in Nairobi on Tuesday, Duale said all facilities contracted under SHA must continue providing services even when technical challenges occur, cautioning that the ministry will take action against facilities that deny treatment.

“Health facilities must not deny patients treatment under the pretext of system downtime. Such actions are unacceptable and violate Kenyans’ constitutional right to healthcare,” Duale said.

He warned that any facility found turning away patients risks immediate suspension and possible termination of its contract with SHA.

“The directive is clear. All facilities contracted under SHA must continue providing services even when technical challenges occur,” Duale said.

“Any facility found turning away patients risks immediate suspension and possible termination of its contract.”

The CS spoke while hosting a delegation from the Kenya Union of Post-Primary Education Teachers (KUPPET) led by national chairperson Omboko Milemba.

The meeting focused on the Public Officers Medical Cover following the transition of more than 413,000 teachers to SHA.

Duale said the government had taken steps to strengthen service delivery under the scheme to ensure teachers receive uninterrupted medical care.

“To strengthen service delivery under the scheme, 425 senior officers have been appointed within SHA, with 367 already deployed to counties to provide on-the-ground support and assist teachers facing challenges at health facilities,” Duale said.

He also revealed that a dedicated 24-hour focal person has been assigned to handle urgent issues affecting teachers under the Mwalimu Medical Cover.

The ministry has further established 47 county joint committees to oversee the implementation of the teachers’ medical scheme across the country.

The committees, chaired by Teachers Service Commission county directors and comprising SHA managers and union representatives, will meet quarterly to address operational challenges and improve coordination.

To improve access to support, Duale announced the activation of a 24-hour toll-free hotline and short code that teachers can use when facing emergencies or administrative challenges while seeking treatment.

“We have activated a 24-hour toll-free hotline and a short code to support teachers experiencing emergencies or administrative challenges while accessing care,” Duale said.

In addition, SHA, the Teachers Service Commission and KUPPET will roll out a nationwide awareness campaign to help teachers understand their medical benefits and navigate the scheme.

Duale said the campaign will guide teachers on how to access the patient portal and better utilise the services available under the medical cover.

He added that workers’ interests remain protected within the governance structure of SHA, noting that the Central Organization of Trade Unions is represented on the authority’s board.

The meeting was attended by senior officials from the Health Ministry, SHA and the Teachers Service Commission.