Patient Rights & Responsibilities

At Primegala, every patient is treated with respect and dignity. This charter is based on Article 43 of the Constitution of Kenya, the Health Act, 2017 and the Kenya National Patients' Rights Charter (Ministry of Health, 2013).

Your rights

As a patient or client of Primegala, you have the right to:

1. Access health care. This includes promotive, preventive, curative, reproductive, rehabilitative and palliative care, without discrimination on any grounds.
2. Emergency treatment. Under Article 43(2) of the Constitution, no one shall be denied emergency medical treatment.
3. Quality care. You are entitled to the highest attainable standard of health care products and services from qualified, registered health workers.
4. Respect and dignity. You will be treated courteously and with dignity, regardless of age, gender, ethnicity, religion, disability, HIV status, social or economic status.
5. Information. You can expect clear information about your condition, the proposed treatment, alternatives, risks and costs, in a language you understand (English or Kiswahili).
6. Informed consent. Treatment requires your informed consent, or that of a parent or guardian for a child, except in emergencies where consent cannot be obtained.
7. Refuse treatment. You may refuse treatment after being informed of the consequences.
8. Confidentiality and privacy. Your health information is confidential under section 11 of the Health Act, 2017 and the Data Protection Act, 2019, and is shared only as the law allows. See our Privacy Policy.
9. A second opinion. You may ask for a second medical opinion.
10. Choose your provider. You may choose your health care provider where possible.
11. Access your records. You may request access to, or a copy of, your medical records.
12. Complain. You may give feedback or complain without fear of victimisation. See our Complaints Procedure.

Your responsibilities

To help us care for you and others, we ask you to:

1. Take care of your health by adopting a healthy lifestyle.
2. Give accurate information about your health, medicines and history.
3. Follow the agreed treatment plan, or tell us if you can't or don't want to.
4. Treat staff and other patients with respect. Violence, abuse and harassment of health workers will not be tolerated.
5. Respect other patients' privacy and confidentiality.
6. Keep appointments, or let us know in good time if you can't attend.
7. Pay for services not covered by SHA or insurance, and keep your SHA registration up to date.
8. Follow facility rules, including infection prevention and visiting guidelines.
9. Report any concerns or unsafe conditions you notice.

Speak up

If you feel any of your rights have not been respected, please tell the nurse in charge or use our complaints procedure. We will listen and act.

Last updated: 4 October 2026