Frequent questions for Patients

What types of rooms are available at the Aga Khan Hospital, Mombasa?
There are various rooms available to accommodate patient needs. They include:
•     Executive Suite
•     Deluxe rooms
•     Duplex (Semi-Private) rooms
•     General rooms

How do I make an appointment?
For appointments, please contact the Casualty Department at:
Telephone     +254 41 222 7710 - 5 (ext 140)

How can I reschedule or cancel my appointment?
For appointment changes or rescheduling, please contact the Casualty Department at :
Telephone      +254 41 222 7710 - 5 (ext 140)

How long will my appointment take?
Appointment times vary and patients should consult the doctor's office for an estimate of how long appointments may take.

Where is your Hospital located?
The Aga Khan Hospital, Mombasa is located on Vanga Road off Nyerere Avenue.
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Can a family member stay in the Hospital with an admitted patient?
A parent is allowed to stay with paediatric patients who are 14 years old or younger. Executive and private rooms are furnished with a sofa-bed for a family member or individual to spend the night.

Is it possible to contact a patient?
Yes. Patients can be contacted through the Hospital Switchboard at tel: +254 41 222 7710 - 5. All private rooms have dedicated telephone extensions.

Does the Hospital have parking facilities and how much does it cost?
The Hospital has ample parking space available at no charge.

When does a patient normally receive the hospital bill?
The Hospital’s billing system allows patients to access their billing status at any given time during the stay. The final bill is presented upon discharge.

When do I become responsible for paying my bill?
Patients are legally responsible for services received at the Hospital. Patients are requested to remunerate balances immediately upon notification.

How do I disburse my patient balance?
The Hospital offers several payment options including: cash or payment by MasterCard, Visa, American Express, JCB and Senator.

What is the National Hospital Health Insurance Fund (NHIF)?
The National Hospital Health Insurance Fund Scheme contributes towards the bed charges for legal Kenyan patients.

What is the National Health Insurance Fund (NHIF)?
The National Health Insurance Fund Scheme contributes towards the bed charges for legal Kenyan patients.

When is the National Hospital Health Insurance Fund (NHIF) card required?
Patients are advised to present the NHIF card upon admission to avoid delays during time of discharge. The following also have to be updated and presented:
•     National Identity Card or Passport
•     Certificate of Contribution (CCP)
•    For patients under 18 years of age, contributor’s (usually parents)       particulars are required.

What is the amount subsidized by the NHIF?
The National Hospital Health Insurance Fund Scheme subsidies Ksh. 1,400/- per night of stay.

I have health insurance in addition to the NHIF. Can you bill my insurance company directly?
Yes. The patient must provide details of additional health coverage so that the Hospital can bill the insurance provider directly. However, most insurance companies require their members to be registered with NHIF.

Should I provide the Hospital with my insurance card?
Yes, the insurance card is necessary for the hospital to file a claim with the insurance company on the patient’s behalf. When registering with the Hospital, patients are asked to provide details of coverage and complete various forms. This process is prompt if relevant insurance information can be provided.

Should I inform my insurance company of my hospital stay? Will my medical cost be covered?
The Hospital encourages patients to seek advice from their insurance company or employer. The insurance provider is best placed to provide advice, based on your current insurance plan.

How do I know if my insurance company will cover my visit or certain services?
Coverage varies from insurance company to company. The Hospital advises patients to refer to their insurance member handbook or seek advice from the insurance provider.

Can the Hospital bill the insurance company on my behalf?
Yes, the Hospital can bill the insurance company directly. The patient however is responsible for providing the company with any requested information including accident information or claim forms

How will I know if my insurance company has disbursed payment?
For balance over and above the insurance undertaking, patients are requested to pay in full, at time of discharge. The Hospital deals directly with the insurance company for the amount undertaken.

Will I be required to pay upon arrival at the hospital?
Deposits according to the Hospital deposit structure, are payable for self-paying patients.

Does the Hospital accept my insurance?
Most major health insurance coverage is accepted, including: Madison Insurance, Alico, Apollo Insurance, British American, Heritage, Alexander Forbes, Kenya Alliance, Aon Minet Insurance, Pan African Insurance, Maximed Insurance, Strategies Health, AAR, Avenue Healthcare, Jubilee Insurance, Healthfirst, Bupa, UAP, Euro-Centre South Africa, RBC Travel Insurance Co (Canada), Mondial Assistance (Germany), Specialty Assistance Services (United Kingdom), International SOS (South Africa), International Medical Rescue Ltd. (United Kingdom), EuroCross (Belgium), Cega Air Ambulance (United Kingdom), Regulierungstelle Hanse Markur (Germany), Telfer International Consultants (Canada), Voyages Assistance (United Kingdom) amongst others.
Write to the Credit Control Department

Can I request for medical records?
Yes, please the Medical Records Department or the treating physician at tel: +254 41 222 7710 - 5.

How do I find out about my test results?
Test results are forwarded to the treating physician and included in a patient’s medical record. To request for additional copies, please contact the Laboratory at tel: +254 41 222 7710 - 5 (ext 505).

I was born at The Aga Khan Hospital, Mombasa. Can the Hospital re-issue a birth certificate?
The Aga Khan Hospital, Mombasa does not provide birth certificates. However, confirmation of birth records is made available upon request. For queries, please e-mail:  Write to the Aga Khan Hospital, Mombasa.
Birth certificates are issued by Office of The Registrar of Births and Deaths (Coast Province) located opposite the Ambalal House (off Nyerere Avenue).

How can I locate a doctor at your Hospital?
Click here to search for the Aga Khan Hospital, Mombasa physicians and other specialists in the international network of Aga Khan Hospitals.
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