What you can expect from us
- To be treated with dignity and respect, whoever you are
- A named clinician who holds your file from first consultation to follow-up
- A clear explanation of your condition and your options, in language you understand
- Care in Somali, Kiswahili or English, whichever you prefer
- Your consent asked for before any examination, test or procedure
- Your privacy protected during examination and your information kept confidential
- An honest answer if we cannot help, and a referral to someone who can
- To be told if there will be a wait, and roughly how long
What we ask of you
- Arrive a little before your appointment time where you can
- Bring your national ID and your insurance or NHIF card to reception
- Tell us about your medical history, medication and allergies, honestly and fully
- Tell us as early as you can if you need to cancel, so someone else can take the slot
- Treat our staff and other patients with courtesy
- Follow the treatment plan you agreed to, and tell us if you cannot
Your records and your information
Your clinical record belongs to your care. You may ask to see it, ask for a copy, and ask us to correct anything that is wrong. We will not share it outside your care team without your consent, except where the law requires it.
How we handle information you send through this website is set out separately in our Privacy Policy.
If something goes wrong
Tell us. Most problems are settled quickly by speaking to the reception supervisor or the clinician involved on the day.
- Speak to reception or the department on the day, if you can
- If that does not settle it, ask for your concern to be recorded formally
- We will acknowledge a formal complaint and tell you who is handling it
- You may bring a family member or friend to any meeting about your care