Feedback & Complaints Procedure

Your feedback helps us improve. Whether it's a compliment, a suggestion or a complaint, we want to hear it. Raising a concern will never affect the care you receive.

How to give feedback or complain

• In person: at our front desk, any time, day or night. Ask to speak to the nurse in charge or the facility manager.
• Email: info@primegala.co.ke
• Online: use our contact form and choose "Ask a question".
• Suggestion box: at our reception.

Please include your name, contact details, the date of your visit and what happened. You may complain on behalf of someone else with their consent.

What happens next

1. Acknowledgement: we acknowledge your complaint within 2 working days.
2. Investigation: the facility manager reviews records and speaks to the people involved, keeping your information confidential.
3. Response: we aim to give you a full response within 14 days. If we need longer, we'll tell you why and when to expect it.
4. Learning: we record every complaint and use it to improve our services.

If you're not satisfied

You may escalate your concern to the relevant body:

You also retain your right to seek legal advice and remedies under Kenyan law.

Compliments

If someone at Primegala made a difference to your care, tell us. We'll make sure they hear it.

Last updated: 4 October 2026