Kenyatta National Hospital has acknowledged that its new digital system experienced delays that affected patient discharge and billing processes, but has denied reports that the system collapsed or that services came to a standstill.
In a statement issued on Sunday, May 3, the hospital said the disruption was caused by temporary technical challenges linked to the rollout of a new electronic records system. It noted that while some patients experienced delays, clinical care and emergency services continued without interruption.
The clarification comes after social media reports claimed that patients were stranded at the facility following what was described as a system failure.
According to KNH, the facility is currently undergoing an upgrade of its paper record to an electronic one called Afya Apex, whose main purpose is to link all patients’ data, payments, and health services offered by various departments within the hospital.
“The systems has not failed but has stabilized as we progress into its rollout,” the hospital stated, further asserting that what was witnessed was part of the normal process associated with huge digital transitions.
In spite of experiencing some delays in clearing of patients, KNH confirmed that the problems have been sorted out as expected.
Moreover, the hospital apologized for inconveniences and frustrations suffered by the patients and their relatives as a result of delay in offering health services.
“In this regard, the Hospital regrets any inconvenience caused by earlier delays in services, including patient clearance and billing, and assures the public that the wellbeing of our clients was and still remains our priority in the whole process,” the message continued.
The digitization process commenced on April 15 and will last for approximately 90 days. The project represents an important change in the history of KNH, since the institution has used manual record keeping for more than a century.
The management of KNH viewed this process as important reforms meant to enhance efficiency and reduce bureaucratic processes involved in the delivery of health services.
However, KNH cautioned people against resisting this change since it is very important in modernizing health care services.
“Any resistance to this transformation, whether from within or outside the Hospital, will be dealt with firmly,” the statement added.
Despite the temporary setbacks, the hospital maintained that the system is functioning and will continue to stabilise as the rollout progresses.
