Kenyatta National Hospital (KNH) has issued a public apology and initiated disciplinary proceedings against a staff member accused of extortion, favoritism, and unprofessional conduct, following a viral complaint by a distressed parent. The case has sparked renewed scrutiny over service delivery and accountability at Kenya’s largest referral hospital.
In a statement released on Friday, KNH Acting Chief Executive Officer Dr. Richard Lesiyampe confirmed that the institution had taken “immediate and decisive action” against the officer implicated in the incident, which occurred at the Surgical Ward 4C and Social Health Authority (SHA) discharge desk in Ward 4D.
“We wish to sincerely and unreservedly apologize to the affected family for the immense frustration and distress caused. The reported conduct is unacceptable and does not represent the values or the standard of care we are committed to providing at KNH,” Dr. Lesiyampe said.
According to KNH, the child at the centre of the complaint has since been discharged, and reimbursement to the family has been initiated. The hospital emphasized that the matter is being handled under its Human Resources policies, and the individual involved will undergo formal disciplinary procedures.
Father’s Ordeal Sparks Public Outrage
The hospital’s response came after the parent, identified as Kinoti Joseph, took to social media to recount what he described as two days of humiliation, neglect, and extortion while attempting to secure his child’s discharge from the facility. His detailed account, which quickly went viral, painted a troubling picture of systemic misconduct at the discharge point.
According to Joseph, he had queued for several hours across two consecutive days, only for the officer on duty to repeatedly ignore patients waiting in line. Instead, she allegedly called aside individuals privately and attended to them ahead of everyone else.
When Joseph finally questioned the alleged preferential treatment and the officer’s conduct, the situation reportedly escalated. He claims the officer became confrontational, banged her office door, and later summoned him inside.
It was during this private interaction, Joseph alleges, that he was coerced into paying what the officer referred to as an “apology fee.”
“No, KNH has not refunded the KSh 2,070 ‘apology fee’ their officer forced me to pay yesterday,” Joseph wrote in his widely shared post, responding to claims that the hospital had already made amends.
His allegations triggered widespread public anger, with Kenyans online expressing frustration over what they described as recurring complaints of corruption, intimidation, and inefficiency in public health facilities.
KNH Pledges Accountability and Improved Service Delivery
In its official response, KNH stressed that the reported behaviour does not reflect the institution’s commitment to fairness, integrity, and compassionate care. The management reiterated that it does not tolerate misconduct of any kind and assured the public that corrective action would be taken to prevent similar incidents in the future.
“As a national referral hospital, we remain committed to providing dignified, patient-centred services. Any breach of that trust is taken seriously,” the hospital said.
KNH further encouraged patients and caregivers to continue reporting incidents of misconduct through its established feedback channels, promising to act promptly on all complaints.
Public Spotlight on Health Sector Ethics
The incident has reignited discussion on broader issues of corruption and patient rights in Kenya’s public healthcare system. Human rights groups and patient advocacy organizations have long argued that cases of bribery, extortion, and hostile treatment often go unreported due to fear of retaliation, long queues, and power imbalances between patients and administrators.
Several Kenyans responding to the viral post urged the Ministry of Health and the Social Health Authority to intensify oversight and enforce stricter accountability measures across hospitals.
For now, the affected family says they are still waiting for a full refund and closure. Meanwhile, KNH has assured the public that the matter is being handled with the seriousness it deserves.
