WhatsApp, SMS & Call Communications Policy

This policy explains how Primegala Medical Center and Nursing Home uses WhatsApp, SMS, phone calls and email, in line with the Data Protection Act, 2019 (sections 30, 32 and 37) and the Kenya Information and Communications (Consumer Protection) Regulations, 2010.

Two kinds of messages

1. Messages about your request or care (service messages)

When you submit a request or receive care, and you agree to be contacted, we may send:

• Appointment confirmations and reminders
• Callback responses
• Results-ready notifications (never the results themselves)
• Medication refill and follow-up reminders
• Immunisation and antenatal visit reminders

2. Health tips and updates (optional)

Only if you separately opt in, we may send occasional health tips, clinic news and service updates. This consent is never a condition of receiving care.

What we will never do

• Send detailed medical information, diagnoses or test results by WhatsApp or SMS
• Share or sell your number for marketing by others
• Send promotional messages without your opt-in
• Contact you about a request you didn't make

How often

Service messages are sent only when relevant to your care. Optional health tips are sent no more than a few times a month.

Opting out

• WhatsApp or SMS: reply STOP at any time.
• Phone: tell the caller you don't want further calls.
• Email: use the unsubscribe link.
• Anytime: email info@primegala.co.ke, or ask at our front desk, which is open 24 hours.

Opting out of health tips does not affect essential service messages about care you're receiving, unless you ask us to stop those too.

WhatsApp

When you message us on WhatsApp, the content is also processed by WhatsApp (Meta Platforms) under its own terms and privacy policy. For anything sensitive, please speak to us in person at our front desk.

Calls may be recorded

If we record calls for quality or training, we'll tell you at the start of the call.

Read our full Privacy Policy.

Last updated: 4 October 2026