Nairobi Hospital has acknowledged that its standoff with some insurance firms is unsettling patients and affecting operations, even as it swung from a Sh544 million loss in 2022 to a Sh190 million profit last year, with revenue rising to Sh12.2 billion.

Kenya Hospital Association chairman Dr Barcley Onyambu said the dispute arises from conflicting priorities, with insurers pushing affordability while the hospital insists on quality.

“When we set prices, we consider them against our mission. We provide our physicians with the best facilities and equipment so they can deliver the highest possible standard of care. We are committed to combining access with top-quality service,” he said.

Some insurers have directed clients elsewhere, creating anxiety among policyholders.

The hospital, however, assured that all services remain available and that no new charges have been introduced.

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“Let me be clear: there are no new rates. The only rates in effect are those that were already in place. We’ve been using the same rates for the last few years, and they are still applicable today. Anyone coming to our facility will not face any new charges,” said CEO Felix Osano.

He explained that a recent review accounted for inflation, medical technology upgrades, and global standards.

“This decision was made in mutual goodwill and was driven by our commitment to responsible engagement that prioritises patients while sustaining quality care,” he said.

Dr Onyambu added that suspending last month’s five per cent tariff increase was a gesture of good faith and clarified the hospital does not aim to be the most expensive.

“Instead, it means ensuring access while keeping costs manageable without compromising the quality of care,” he said.

Both Dr Onyambu and Osano said the hospital continues talks with insurers and has not locked out patients.

Dr Onyambu also criticised past management for exposing the hospital to financial and reputational risks, noting the current board is working to strengthen accountability and governance.

Despite the profit rebound, the deadlock with insurers has left many patients uncertain about their medical cover.