KNH Admits Digital System Delays Left Patients Stranded, Denies Collapse of System
Kenyatta National Hospital (KNH) has acknowledged disruptions caused by delays in its newly introduced digital system, following widespread reports that left patients stranded during discharge and billing processes. However, the hospital has firmly denied claims that the system had collapsed, maintaining that it remains operational despite initial challenges.
In a statement issued on Sunday, May 3, the hospital management clarified that the difficulties experienced were part of expected adjustments during the rollout of a large-scale digital transformation. The facility noted that the delays primarily affected patient clearance and billing, leading to temporary inconveniences for patients and their families.
Addressing the situation, the hospital stated, “While minor teething challenges were experienced, particularly in discharge processes, these have now been resolved. The system has not collapsed; it remains operational and is stabilising as deployment continues.” The reassurance comes amid growing concern online, where claims of a complete system failure had circulated widely.
The hospital further emphasised that despite the operational setbacks, clinical care was not affected. It reiterated its commitment to patient welfare, stating, “The Hospital regrets any inconvenience caused by earlier delays in services, including patient clearance and billing, and assures the public that patient care and safety remained the top priority throughout.”
According to KNH, the transition is part of a broader shift from a long-standing manual system to a fully digitised platform known as Afya Apex. The system is designed to integrate clinical and administrative services, streamlining operations across departments and improving overall efficiency. The rollout began on April 15 and is expected to be completed within a 90-day implementation window.
Hospital officials noted that for over a century, KNH has relied heavily on paper-based systems, which have increasingly become inefficient in handling modern healthcare demands. The adoption of the digital platform is therefore seen as a critical step toward enhancing service delivery, reducing errors, and improving transparency in patient management.
The recent disruptions, however, highlighted the complexities involved in transitioning from manual to automated systems in large public institutions. Health sector experts note that such challenges are not uncommon during the early phases of digital adoption, particularly in facilities handling high patient volumes such as KNH.
KNH has since appealed for patience and cooperation from patients, staff, and stakeholders as the transition continues. The hospital underscored that the long-term benefits of the system—including faster service delivery, improved record management, and enhanced accountability—would outweigh the temporary setbacks being experienced.
At the same time, the institution issued a firm warning against any attempts to resist the digital transformation process. In a strongly worded statement, the hospital cautioned, “Any resistance to this transformation, whether from within or outside the Hospital, will be dealt with firmly.” The stance signals management’s determination to see the reform through despite emerging challenges.
As the rollout progresses, KNH remains under close public scrutiny, with expectations high that the new system will ultimately deliver on its promise of modernising healthcare services in Kenya’s largest referral hospital. For now, hospital administrators maintain that the situation is under control and that normal operations are steadily resuming.
ALSO READ: Murang’a Governor Irungu Kang’ata Announces UDA Exit Moments After President’s Visit
KNH Admits Digital System Delays Left Patients Stranded, Denies Collapse of System
