Service Charter
The standards we set ourselves at Pumwani — what you can expect, how long it should take, and what to do when we fall short.
Our Standards
Clear commitments, honestly measured
As a public county referral facility, Pumwani publishes what patients, families and partners should expect from our services — and how to hold us to it.
| Service | Our commitment |
|---|---|
| Emergency obstetric care | Immediate triage on arrival; life-saving care never delayed for payment |
| Labour & delivery | Skilled birth attendance at any hour, every day of the year |
| Outpatient clinics | Patients arriving before midday are normally seen the same working day |
| Antenatal care | First antenatal contact within one week; eight contacts offered per pregnancy |
| Laboratory | Routine results the same day; urgent results within the hour |
| Imaging | Ultrasound and X-ray reports returned to the requesting clinician the same day |
| Pharmacy | Prescriptions dispensed with instructions you understand |
| Call-back requests | Answered by phone within one working day |
| Feedback & complaints | Tracking reference issued immediately; response within one working day |
| Billing | Itemised bill and receipt for every payment |
| Privacy | Your personal and clinical information handled under the Data Protection Act, 2019 |
| Website | Accurate service information, accessible to WCAG 2.1 AA and available in English and Kiswahili |
When We Fall Short
How to raise a concern
Complaints are welcome — they are how services improve. Feedback can be given at any counter, or in writing.
1 · Tell us on the spotSpeak to the nurse-in-charge, the officer at the counter, or the Hospital Health Administrator. Most matters are resolved immediately.
2 · Write it downUse the feedback form, the suggestion boxes at the main gate and outpatient block, or email info@pumwanimaternity.go.ke.
3 · Quote your referenceEvery submission receives a tracking reference. Keep it — it tells any officer where your case has reached.
4 · Escalate if neededUnresolved matters go to the Office of the CEO. You may also raise the matter with Nairobi City County health authorities.