Patients & visitors
Your guide to visiting Mary Help
We want your visit to be as calm as possible. Here is what to expect, what to bring, and how we care for you and your loved ones.
Before you visit
What to bring
- National ID or passport (birth notification or clinic card for children)
- SHA card or number, or your insurance card and any pre-authorisation
- Referral letter, previous results, X-rays and discharge summaries
- A list of the medicines you currently take
- For admission: toiletries, nightwear, a towel and comfortable clothes
No appointment is needed for emergency or general outpatient care. For specialist clinics and elective procedures, please book ahead.
Opening hours
Emergency, outpatient, maternity, lab, imaging and pharmacy are open 24 hours. Clinics and offices run weekdays 8:00 am to 5:00 pm.
Insurance & SHA
We are accredited by the Social Health Authority (SHA) and accept major private medical insurers and corporate schemes. Please confirm your cover at the reception before treatment.
FAQs
Answers to the questions we hear most often about visiting, appointments, payment and maternity.
Chaplaincy
Spiritual care, prayer and the sacraments are available to patients and families of every faith.
Admission
Being admitted to the wards
- 1
Doctor's decision
Your treating doctor in outpatient, emergency or a clinic decides on admission and explains why.
- 2
Registration and cover
At the admissions desk we confirm your details, SHA or insurance cover, and explain expected costs and any deposit.
- 3
Ward allocation
You are shown to a general, semi-private or private room according to your needs and preference.
- 4
Daily care
Nurses care for you around the clock with daily doctor rounds; consultants review specialist cases.
- 5
Discharge
You receive a discharge summary, medicines, follow-up appointment and clear instructions for care at home.
Visiting hours
Visiting a patient
Rest is part of recovery. Visiting hours help us keep the wards calm while making sure patients see the people they love.
Afternoon
12:30 pm – 2:00 pm
Every day
Evening
4:30 pm – 6:00 pm
Every day
Visitor guidelines
- Maximum two visitors per patient at a time
- Children under 12 only by arrangement with the nurse in charge
- Please do not visit if you are unwell
- Newborn unit and HDU visiting is limited to parents or next of kin
- Wash or sanitise your hands on entering and leaving
- Keep phones on silent and voices low
Billing & payment
Clear, fair and transparent
As a not-for-profit mission hospital we keep our charges fair and explain expected costs before admission or elective procedures.
SHA / SHIF
Bring your ID and confirm that your registration and contributions are current so your cover can be verified.
Private insurance
Bring your card and any pre-authorisation. Our billing team liaises directly with most major insurers.
Cash, M-Pesa and card
Pay at the cashier's office. Ask for an itemised bill and receipt for every payment.
Patient charter
Your rights and responsibilities
As our patient you have the right to
- Be treated with dignity, respect and compassion regardless of faith, background or ability to pay
- Receive clear information about your condition, treatment options and costs
- Give or withhold informed consent for treatment
- Privacy and confidentiality of your medical information
- Seek a second opinion and access your medical records
- Raise a concern or complaint and receive a response
We ask that you
- Give accurate information about your health and medicines
- Follow the agreed treatment plan and keep appointments
- Treat staff, other patients and visitors with respect
- Observe visiting hours and hospital guidelines
- Settle your bill or provide valid insurance or SHA details
Feedback and complaints
Tell us what went well and what we could do better. Speak to the nurse in charge, use the suggestion boxes, or write to us. Every complaint is reviewed by management.
Need care today?
Book an appointment, ask a question or simply come in. Our outpatient and emergency departments are open every hour of every day.