Patients & visitors
Patient & visitor guide
Walk in at any hour or book ahead. Bring your national ID, the phone registered with SHA and any previous records. At the front desk we check your SHA eligibility, a nurse sees you for triage, and the sickest patients are always seen first.
Visit us
- Maili Sita Centre, Nakuru–Nyahururu RoadOpposite Kiamaina Primary School. Kabatini Ward, Nakuru North (Bahati) Sub-County, Nakuru County.
- Open 24 hoursEvery day, including weekends and public holidays.
- 0746 100 727
- info@primegala.co.ke
Step 1
Before your visit
You don't need an appointment, but a few documents make registration and SHA checks much quicker.
What to bring
- National ID, or your child's birth certificate or birth notification.
- Your SHA details and the phone registered with SHA. A one-time verification code may be sent to it.
- Previous records: prescriptions, test results, referral letters or discharge notes.
- A list of the medicines you take, or the packets themselves, including herbal remedies.
- Your Mother & Child Health booklet for pregnancy, postnatal and child visits.
- M-Pesa or cash for anything that is not covered. We tell you about any cost before treatment.
Check your SHA status before you come
Dial *147# on any phone to check or complete your SHA registration, and add your spouse and children as dependants. It is easier to fix a registration problem before you need care. How SHA works at Primegala.
Booking is optional. If you'd like us to expect you, request a visit online and our team will contact you to confirm.
Step 2
Arriving and the front desk
We are at Maili Sita Centre on the Nakuru–Nyahururu Road, directly opposite Kiamaina Primary School, about 10 km from Nakuru town. Matatus heading towards Bahati, Kiamaina and Nyahururu can drop you at Maili Sita. Directions and map.
At the front desk, our team will:
- 1
Open or find your patient file
Using your ID, or your child's details. - 2
Check your SHA eligibility
We look you up in the national system. You may receive a one-time code on the phone registered with SHA. - 3
Explain what is covered
We tell you what SHA or your insurer covers and any cost to you, before treatment begins.
Read more about payments and insurance.
Step 3
Triage and waiting
A nurse checks your temperature, blood pressure, pulse and weight and asks what brought you in. This is called triage. It decides the order in which patients are seen: the sickest patients are always seen first, whatever time they arrived.
Waiting times depend on how busy we are and how urgent other patients' needs are. If you or your child feel worse while waiting, tell the nurse straight away.
Danger signs: tell the nurse immediately
Difficulty breathing, chest pain, heavy bleeding, a seizure, confusion, a child who cannot drink or is very sleepy, or bleeding in pregnancy. See emergency care for the full list.
Step 4
Your consultation
A registered clinician listens to your concerns, examines you and explains what they find, in English or Kiswahili. They will discuss the treatment options and ask for your consent before any examination, procedure or treatment.
- Write down your questions beforehand so nothing is forgotten.
- You are welcome to bring a family member or friend into the consultation.
- Ask the clinician to repeat or explain anything that is unclear.
- You may ask for the name and registration of the professional caring for you. About our care team.
Step 5
Tests and pharmacy on site
If you need a test, our on-site laboratory takes the sample, and most routine results are ready during the same visit. Your clinician explains the results and the next steps.
Prescriptions are filled at our pharmacy. The pharmacy team checks your dose, allergies and other medicines, and shows you how and when to take each one. Ask what to do if you miss a dose.
If you are admitted
When someone needs closer observation, IV treatment or round-the-clock nursing, the clinician will recommend admission and explain why.
Before admission we explain the care plan, the expected length of stay, and what SHA covers or what it will cost. For SHA members, inpatient care is covered under the Social Health Insurance Fund (SHIF) when contributions are up to date. More about inpatient care.
What to bring for a stay
- National ID, SHA details and the phone registered with SHA
- All current medicines, in their packets
- Recent test results and any referral notes
- Nightwear and a change of clothes
- Toiletries, a towel and slippers
- A phone and charger
- The number of one family contact we can update
- For maternity: your Mother & Child Health booklet and baby clothes
Please leave jewellery and large amounts of cash at home. Planning a birth? See the maternity bag checklist.
Visiting a patient
Visits from family and friends help people recover. Please ask the front desk for current visiting hours, and follow these guidelines to keep every patient safe.
- Clean your hands with soap and water or hand sanitiser before and after your visit.
- Please stay away if you have a fever, cough, diarrhoea, vomiting or a rash. Send a message instead.
- Keep visits short and small so patients can rest.
- Sit on a chair, not on the patient's bed.
- Check with the nurse before bringing food or drink: some patients are on special diets or fasting.
- Ask before bringing young children, and keep them with you at all times.
- Keep your phone on silent and don't take photos of other patients.
- Follow the instructions of the nurses and midwives, especially on the maternity ward.
Discharge and follow-up
Before you go home, after a visit or a stay, we make sure you have:
- Your medicines, with clear instructions on how to take them
- Written advice on caring for yourself or your child at home
- The warning signs that mean you should come back straight away
- A follow-up date, if you need one
- A referral letter and notes, if you are being referred to another facility
With your consent, we can send appointment, refill and immunisation reminders using the contact method you choose. We never send diagnoses or test results by message, and you can opt out at any time. Communications policy.
Your records and privacy
Your health information is confidential. We handle it in line with the Health Act, 2017, the Data Protection Act, 2019 and the Digital Health Act, 2023, and share it only as the law allows: for example, with SHA to check eligibility and claims, or with a hospital you are referred to.
How to request your medical records
- Ask at the front desk, or email info@primegala.co.ke with your full name, date of birth and approximate visit dates.
- Bring your national ID. We confirm your identity before sharing any records.
- A parent or guardian can request a child's records. To have someone else collect yours, give them your written authorisation and a copy of your ID.
Read our Privacy Policy and your rights and responsibilities as a patient.
Language and access support
English and Kiswahili
Our team explains care in English or Kiswahili. Read key information on our Kiswahili page.
Help getting around
Tell us on arrival if you need help moving around, a seat while you wait, or a family member or interpreter with you. Accessibility.
Feedback and complaints
Tell us how we did. Compliments, suggestions and complaints all help us improve, and raising a concern never affects the care you receive.
- In person: speak to the nurse in charge at any time, day or night.
- By email: info@primegala.co.ke, or call 0746 100 727
- In writing: use the suggestion box at reception.
We acknowledge complaints within 2 working days. Read the full feedback and complaints procedure.
Open 24 hours, every day
Our front desk is staffed day and night, including weekends and public holidays. If something is urgent, come straight in.
FAQs
Questions about your visit
What should I bring to Primegala Medical Centre?
Bring your national ID (or your child's birth certificate), the phone number registered with SHA, any previous prescriptions, test results or discharge notes, a list of the medicines you take, and your Mother & Child Health booklet for pregnancy and child visits.
Do I need an appointment?
No. Primegala is open 24 hours and walk-ins are welcome at any time. Booking ahead online helps us prepare for your visit.
Why was someone who arrived after me seen first?
Patients are seen in order of medical need, not arrival time. A nurse assesses everyone at triage so that the sickest people are treated first. If you feel worse while waiting, tell the nurse straight away.
What are the visiting hours at Primegala?
Please ask our front desk for the current visiting hours. When you visit, clean your hands before and after, and stay away if you have a fever, cough, diarrhoea or vomiting.
How do I get a copy of my medical records?
Ask at our front desk or email info@primegala.co.ke. We will confirm your identity before sharing records. A parent or guardian can request a child's records, and you can authorise someone else in writing to request yours.
Can I use SHA if I am admitted?
Inpatient care is covered under SHA's Social Health Insurance Fund (SHIF) for members whose contributions are up to date. We check your eligibility at admission and explain what is covered, and any cost to you, before treatment.
Ready when you are, day or night.
Walk in at any hour or book ahead and we'll be ready for you. We're at Maili Sita on the Nakuru–Nyahururu Road, opposite Kiamaina Primary School.