KNH NEWSLINE ED 12 2022

Newsline

3/6/2022

We Listen, We Care

3/6/2022 PHOTO | VECTORSTOCK

Issue 12

Men in Nursing

By Verah Mugambi

sometimes look at them suspiciously.

Some people may even find it hard to trust their skills causing rejection and hen you think of a nurse, the unfair treatment. It’s so unfortunate image that comes to mind is that of a female with a peaked that even in this era, role and gender stereotypes have an impact on the white cap with a dress/skirt, careers people have. not a man in a white two-piece outfit.

May 5th to 12th was International Although nursing is a femaleNurses Week and this Year’s theme dominated profession, we have a was “Nurses: A Voice to Lead – Invest substantial number of men in this noble in Nursing and respect rights to secure profession. Men who decide to take up global health”. nursing have faced a lot of stigma and And if you checked most websites, discrimination. blogs, and social media pages globally, They are mostly regarded as less it’s female nurses that were represented masculine by society and incapable the profession in the various memes of getting job done by peers who Newsline ISSUE 12 | the Kenyatta National Hospital

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generated by different medical organizations.

The word ‘voice’ in this year’s theme raised the question of where our male nurses were. However, despite it being a ‘female profession’, men have been involved in nursing for centuries though they were the minority.

Newsline sat down with one of Kenyatta National Hospital’s Senior Male Nurse at the Comprehensive Care Centre (CCC), Mr. Godfrey Muriithi, to talk about the ups and downs and what a typical day as a male nurse looks like.

Continued on page 3 »»

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Contents

Editor’s note

ISSUE 12 Editor’s note p.2 Men in Nursing p.3-4 Telemedicine – Bridging the gap in Health care access p. 4-5 KNH among the top performers in the state corporations performance ranking p. 6-7 Engage with: Esther Vigehi Anziavula p.8 Family Medicine: All you need to know about Disability Mainstreaming at KNH: The insights p.9-10 The voices that brought happiness to Uasin Gishu County p.10 Our story in pictures p.11 The KNH A&E process flow explained p.12 The intern’s experience p.12 The evolution of interventional Radiology (IR) in KNHp.13 The 3rd initiative Anorectal Malformation (ARM) project p.14-15 Dr. Weston Khisa Wakasiaka was awarded Moran of the Order of the Burning Spear (MBS) p.15 AstraZeneca launches the “Lung Wall” at KNH p. 16-17 Customer Experience: KPCC overall satisfaction index up to 88.8% p.18 Tribute: Honoring a legacy of brilliance p. 19 Comic Zone p. 20

ON THE COVER Men in Nursing p. 3

Marketing & Communication Department Design Concept Team: Dave Opiyo, Edel Q. Mwende, Yvonne Gichuru & Collins Cheruiyot

Editorial Team: Dave Opiyo ,CS Calvin Nyachoti, Edel Q. Mwende, Linnette Leyi, Sheila Murithi, Winfred Gumbo, Yvonne Gichuru, Priscah Angwenyi & Linnette Leyi

Stories:

Dear Colleagues, June is Men’s Health Month, an international observance used to raise awareness about health care for men and focus on encouraging boys, men, and their families to practice and implement healthy living decisions, such as exercising and eating healthy.

Being healthy refers to a state of complete physical, mental, and social well-being, as experienced by men, not just the absence of disease or infirmity. According to Healthline, men tend to have an even harder time admitting they need help. Overwhelmingly, men feel a need to be strong and not admit weakness.

Men’s Health month provides an opportunity to educate the public about what can be done to improve the state of men’s health while providing free and convenient health services to boys and men who wouldn’t otherwise receive such care.

Let us spread the word and work together to provide a conducive environment and space where men feel comfortable enough to ask for help.

All the Newslines and Newsletters can be accessed online on: https://bit.ly/3uQGCcI Ms. Verah Mugambi Editorial Officer, Marketing & Communication Kenyatta National Hospital

Edel Q. Mwende, Godfrey Osang’ir, Shiphrah Njeri, Yvonne Gichuru, Sheila Murithi, Vincent Chagara, Henry Karuti, Sarah Wanjiku, Juliet Okoth, Verah Mugambi, Petterson Njogu, Barbara Otieno, Melody Ajiambo, Winfred Gumbo, Elizabeth Wangui & Linnette Leyi

Design By: Collins Cheruiyot

Photos: Nicholas Wamalwa, Barbara Otieno, Winfred Gumbo, Thellesi Co & Steve Mutuku Tel: +254 20 2726300-9 Ext. 43121 or 43969 Fax: +254 20 272572 Email: caffairs@knh.or.ke knh.caffairs@gmail.com To contribute or report on newsworthy items, please contact the Editorial team.

ISSUE 12 | Kenyatta National Hospital Newsline

Find us on Social Media Kenyatta National Hospital

Kenyatta National Hospital Official Page

@CeoKnh @KNH_hospital

www.knh.or.ke

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Men in Nursing The burden of standing out as a “Man’ rather than a “Nurse’ Mr. Murithi is a registered community health nurse, who joined KNH in 2007. He’s now a Senior Nursing Officer at the CCC. According to him, the most challenging part of being a male nurse is the patients always assuming you’re a doctor and addressing you like so.

“The patient may pass the female nurse and come directly to you, to ask a question which is beyond you and expect you to have all the answers since you are a man so automatically should be a doctor,” says Mr. Murithi.

“Despite their level of education or experience, male nurses continue to face bias. Most of the time, they face intolerance and discrimination simply because of the uneven ratio of female to male nurses. Even here at KNH, our female colleagues are more than us,” he says.

Gender discrimination experienced by male nurses stems from a wide range of socio-cultural factors, ranging from individuals to organizations, and institutions.

Differences in work content, work environment, or job-related opportunities according to gender in healthcare institutions can lead to discrimination.

Social expectations and prejudices towards male nurses can lead to negative results if one is not emotionally built for tough situations.

Mr. Murithi says the burden of standing out as a ‘man’ rather than a ‘nurse’ causes unfair treatment from patients and patients’ relatives, sometimes even from fellow nursing colleagues, and sometimes

discrimination makes male nurses think they cannot stay in the profession any longer.

“Imagine walking into a room to give a patient medicine, or prepare him/her for a procedure, then she asks you to get a nurse for them?

You just smile and start explaining that you are the nurse they were expecting. It’s exhausting but it’s work, so you must have thick skin because sometimes the patient might say they want a female nurse not you to perform the task and you just have to go and ask your colleague to come and assist.

“Some procedures will even require you to call your female colleague to come to stay with you as you perform them; mostly gynecological procedures. Fact is we live in an uncertain/difficult era so it becomes easier and safer for you as a male to have a female colleague as you carry out certain tasks”, Mr. Muriithi explains.

In our society, male nurses are expected to work extra hard and

“ The burden of standing out as a ‘man’ rather than a ‘nurse’ causes unfair treatment from patients and patients’ relatives, sometimes even from fellow nursing colleagues, and sometimes institutional discrimination makes male nurses think they cannot stay in the profession any longer.”

Mr. Godfrey Muriithi-Senior Male Nurse

have extra knowledge to maintain that masculine nature of living.

“Most of my fellow men in nursing find themselves living a lie unwillingly because of society’s expectations. Am sure my kids don’t believe am a nurse; like they can’t comprehend how i am a nurse and their mother a nurse too. In my rural area, everybody calls me ‘doctor’ and you can’t go explaining to everyone every time that a nurse and a doctor are two different people.”

“Most of us remain silent for our survival. Sadly, sometimes you say no to your female boss/colleague, they mistake it for undermining their authority as a man rather than reasoning with you. So, you come in the morning do your duties, and go home because it’s safer that way… no question asked,” Mr. Muriithi continues.

Since male nurses are a minority compared to female nurses, Mr. Muriithi speaks about the inconvenience of receiving unwanted attention due to their noticeable status.

“The truth is it will take a long time before there’s equality in this career for men. The question is where are our male nurses? Why are they not advancing in their careers? When decisions are made about nurses, male nurses’ voices unfortunately are not heard or felt. I think the preconception that men are generally less sensitive than women, has led to the idea that they are not suitable to be nurses.

“So, young men who want to pursue this career must bear in mind that it is a female-oriented profession where as a man you will need extra-thick skin to survive and thrive”. Nurse Murithi concludes.

To all male and female nurses, we honor you and thank you for your contribution and sacrifices to keep humanity healthy.

PHOTO| STEVE MUTUKU

institutional

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Congratulations on your reappointment as KNH Board Chair

Telemedicine – Bridging the gap in Health care access

By Godfrey Ekisa Osang’ir Despite the Covid-19 pandemic’s dire effects on global healthcare, the pandemic has revolutionized service delivery and enhanced digital transformation in the health - sector countrywide.

In a bid to address the myriad of challenges grappling with ravaged villages from the deadly monster, technology remains a critical intervention in the provision of health care services.

One such champion of this highly welcome drive is Kenyatta National Hospital, a teaching, research and referral hub in East and Central Africa, which has reaffirmed its commitment to support specialized health care by partnering with county referral hospitals through telemedicine.

Located in Kenya’s capital, Nairobi, KNH has adopted the Hub and Spoke model, which has positioned the

giant hospital as a central hub for telemedicine, with county referral hospitals plugging in as spokes.

“The main reason for telemedicine is to help patients by reducing the cost of travel to KNH while they can get the same services in their respective counties. This will help strengthen referral systems and

ISSUE 12 | Kenyatta National Hospital Newsline

enhance capacity building for various health care workers,” said the Senior Director of Corporate Services, Mr. Job B. Makanga, OGW. Hailing the modern-day innovation, the senior Director says that the adoption of tech-based healthcare solutions will accelerate and address concerns about access

PHOTO | STOCK A parent with his child consult with a Doctor online through telemedicine

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to healthcare, where an interest in clinical applications of telemedicine has been accelerated.

The Hub and Spoke model entails an arrangement of service delivery assets into a network consisting of an anchor establishment (hub) that offers a full array of services complemented by secondary establishments (spokes) that offer a more limited-service array, thus routing patients who need heightened intensive services to the hub for treatment.

Under the country’s devolved structure, telemedicine continues to attract attention and entice the neighbouring states, as the region seeks to address the numerous, profound healthcare dynamics.

The practice of telemedicine entails the use of a telephone for consultations between patients and clinicians and the use of radio to link emergency medical personnel to medical centers. On the contrary, are largely experimental innovations such as telesurgery in which a surgeon receives visual and tactile information to guide robotic instruments to perform surgery at a distant site.

In between the two ends of the spectrum lie an array of video, audio, and data transmission technologies and applications.

The relatively expensive interactive video conferencing allows clinicians to see, hear examine, question, and counsel distant patients for realtime diagnostic and therapeutic purposes.

Although telemedicine has transformed over time, the technology has been in existence since the early 1960s, when the innovation was embraced in urban communities and was applied in emergency medicine. It later became popular in rural areas where populations with limited healthcare access could now access specialists from afar.

“From house calls to urgent care clinics, on-demand healthcare has always been a hot commodity. After all, nobody schedules strep throat or a twisted ankle ahead of time,” says HoU, UHC & Clinical Outreaches, Dr. Amina Guleid, adding that the modern patient expects 24/7 access to their doctor, while physicians are now able to use telemedicine to monetize remote assistance.

Through technology, digital images

and other information can now be saved and transmitted cheaply to consultants, who in turn receive and interpret them when convenient, thus offering more scheduling flexibility for the parties on both ends of the communication link.

Hailing the breakthrough, KNH management says that technology will remain integral to patient care, with a multiplicity of current and possible uses in professional education, research, public health, and administration. This is despite many forms of clinical medicine failing to be integrated into most facets of health care delivery.

Telemedicine continues to impact the provision of quality healthcare services globally, its challenges notwithstanding. According to the current developments, some of the notable concerns of telemedicine include: 1. System Development cost: Apart from the required medical issues, setting up a telemedicine infrastructure is costly. A large budget is required to invest in necessary computer equipment and developing tools. The cost of hardware, software, maintenance, as well as qualified personnel, and knowledge transfer can be daunting.

2. System Implantation: Several parties are involved in the implementation of telemedicine services. Like other fields, telemedicine implementation is not only technological but also managerial. Telemedicine affects traditional medical care processes, and several social concerns may arise key among them legal, regulatory, security, and human resource issues.

3. Digital Literacy: for telemedicine to be effective, the elderly, who are most affected by the digital disruption, must learn how to use some devices like smartphones and interact with applications such as health-based applications.

4. Digital technology acceptance: Even though digital technology has been integrated in many activities in people’s lives, some people do not readily accept it, citing privacy and security.

5. Diagnostic Accuracy: Accuracy of the diagnosis is one of the key concerns that is addressed by face-to-face medical care, which

ISSUE 12 | Kenyatta National Hospital Newsline

usually brings confidence to patients.

Telemedicine Opportunities Globally, most countries continue to grapple with a shortage of healthcare workers, coupled with a heightened need for specialized care. Rural populations are most affected by these challenges, compared to their urban counterparts, a situation worsened by health emergencies.

Through telemedicine medical services can be accessed over distance and time via information and communication technology.

Opportunities for telemedicine include: 1. Cost reduction: costs such as traveling, can be reduced as patients can access services online. Patients can receive medical care at any place and anytime.

2. Preventive Medical Promotion: Preliminary diagnosis and following procedures are performed by using telemedicine thus possible illness can be prevented or found at an early stage.

3. Medical Education: telemedicine can be used as a continuing medical education where medical staff and professionals meet, learn, and exchange their knowledge and experience.

4. Health Equality: Limitations of distance and time are tackled by the information and communication technologies where people can access services upon connection to the internet.

5. Service PHOTO | THELLESI Mr. Job Makanga, OGW - SDCOS

Diversity: through telemedicine, data delivery and processing are improved. Multimedia streaming over the

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internet is more efficient.

Telemedicine services such tele-consultations, teleradiology, tele-psychiatry and counseling, tele-mentoring and

couching, tele-dermatology, tele-pathology, tele-nursing, and tele-surgery are addressed.

KNH management endeavors

to spur health service delivery as part of the fulfillment of the government’s big 4 agenda key of these being Universal Health Coverage.

KNH among the top performers in the state corporations performance ranking

By Vincent Chagara and Henry Karuti Kenyatta National Hospital has been ranked 49th out of 354 MDAs (21 Ministries, State House, Office of the Deputy President and Office of the Attorney General & Department of Justice, 232 State Corporations and 98 Tertiary Institutions) that were evaluated. The financial year 2020/21 performance contracting evaluation by the Public Service Performance Management and Monitoring Unit -PSPMMU (Under Ministry of Public Service, Gender Senior Citizens and

PHOTO | THELLESI Dr. Evanson Kamuri, EBS - KNH CEO

Special Programs) was a rigorous and extensive moderation exercise that included the presentation and verification of documentary evidence on performance and objective assessment of exogenous factors that could have hindered the attainment of set targets.

A composite score of 2.8868 which is in the category of “Very Good” is the highest score that the Hospital has ever achieved since the inception of Performance Contracting in the year 2005. This was a 58% improvement from the previous years’ performance ranking of 117. The annual performance evaluation exercise is spearheaded by independent external experts drawn from the Public Service Performance Management and Monitoring Unit, State Department for Public Service and Kenya Vision 2030 delivery Secretariat.

Unveiling the milestone to staff a visibly elated Dr. Evanson Kamuri, EBS the CEO-KNH lauded all staff for their efforts towards ensuring that the Hospital continuously puts measures in place to not only improve performance but also put a smile on the patient. He further stated that, “top 50 ranking out of 354 state

agencies is a clear indication that we are on track towards the realization of our strategic destination as well as repositioning ourselves to achieve the desired level of performance.”

The Hospital Journey to success The Hospital Performance Contracting journey dates back to 2005 when the Hospital officially adopted performance Contracting as its’ performance management tool. Over the years the Hospital has developed and implemented performance contracting to various levels of achievement (illustrated) The Journey kick-started with the development and implementation of Board Performance Contract after which the functional area performance contracts and individual targets linked to PC were introduced.

The tier 1 to tier 3 framework of cascading the Corporate Strategy and Board Performance Contract necessitated effective institutionalization of results-based performance management.

Drivers of Performance The success can be attributed to the concerted efforts and persistence of different stakeholders towards a common goal. Transformational leadership and management support have been critical components in setting the tone for the implementation of performance contracts and other performance improvement initiatives. In addition, the adoption of the three-tier cascading model as the model for implementation of the KNH Strategic Plan has led to the alignment of all hospital activities (Budgets, staff, projects, programmes). The alignment of activities towards the attainment of hospital goals has translated to efficiency and effectiveness in

Figure: Five-year PC composite scores.

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service delivery. The Senior Director Corporate Services Mr. Job Makanga, OGW stated that “stakeholder involvement in development and implementation of the performance improvement initiatives has been an essential ingredient for buy-in and ownership which has consequently translated to enhanced performance.”

According to Mr. Vincent Chagara the Manager, Strategy and Performance Management, “The introduction and emphasis of monitoring and evaluation component in projects, programmes and activities has played a significant role in the achievement of the various set targets. He further stated that various performance improvement initiatives including target setting for specialist teams, quarterly reports, performance reviews, peer evaluations, staff performance appraisals, quality audits, feedback management, tour of duty, and ranking of departments have been put in place for ease of strategy execution and achievement of set targets.”

PHOTO | COURTESY Mr. Vincent Chagara the Manager, Strategy and Performance Management

Challenges The journey to the current level of achievement has not been devoid of a fair share of challenges as Mr. Job Makanga who doubles up as the chairperson, Performance Management and Coordination Steering Committee acknowledges.

We have had to operate within our means to ensure the attainment of results amidst a backdrop of scarce resources together with the ravaging effects of the Covid-19 Pandemic. The constraints span inadequate budgets, inadequate health technologies and products and high equipment and infrastructure obsolescence rates to mention just but a few. The challenges notwithstanding, the Hospital has been able to achieve exemplary performance which is a harbinger of a promising future of performance

improvement.

The future Empirical review of performance management practices among organizations worldwide has revealed that performance is uncertain and dynamic mainly due to the discontinuous nature of change in the business environment. The Hospital targets to achieve a composite score of 2.7000 which is in the category of “Very Good” in the FY 2021-22 Board Performance. In order for the Hospital to sustain and improve the score to the desired level, it is imperative that the hospital adopts and executes a myriad of deliberate performance improvement initiatives.

Towards this, the Hospital has developed and rolled out a Culture Change and Management Strategy popularly known as “JAMBO” aimed at inculcating a positive organizational culture to help drive performance in terms of productivity, growth, efficiency, and discouraging counterproductive behavior. Further, the Hospital has embarked on ambidextrous resource allocation to ensure prioritization and attainment of the agreed-upon targets in the Board PC through alignment of performance activities and budgets.

To ensure that improvement in performance is sustained the hospital has extended cascading of performance contracting to KNH3-KNH6. To mitigate any factors that might negatively affect the achievement of targets and prepare for any future uncertainties in the environment, the Hospital has adopted organizational learning and knowledge management as the key pillars. This is in line with international benchmarks and practices on performance management that advocate for risk-based, evidencebased, and knowledge-based management models.

Mr. Chagara further stated that “The importance of continuous performance feedback through the online PC reporting platform, performance reviews, performance appraisals and peers reviews cannot be over-emphasized.” This is particularly critical since there is a need to maintain the momentum and drive for higher performance.

Monitoring and Evaluation For the effective execution of various initiatives, projects,

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PHOTO | COURTESY Mr. Felix Kilumbi the M&E Manager

and programs, a Monitoring and Evaluation System that comprises a Logic Model/ Logical Framework and an M&E plan has been institutionalized. A logic model is a visual tool to systematically map the relationships among a program’s resources, activities, and goals with M&E Plan describing the program’s approach to implementing its M&E activities, detailing what data will be collected, how and when it will be collected and by who. It helps programs measure and track progress toward their objectives and determine if their desired results were achieved. Mr. Felix Kilumbi the M&E Manager stated that “developing and implementing a well-designed M&E plan will contribute to success and attainment of set targets.”

Going forward According to the CEO’s sentiments the Hospital aspires to achieve the highest level of performance by ensuring optimal utilization of the resources at our disposal. The Hospitals’ process transformation agenda through the implementation of the Business Process Reengineering and Enterprise Resource Planning and various other automation processes such as LIMS and PACS and telemedicine will, without doubt, be a turning point in the Hospital’s performance improvement agenda by creating efficiencies in service delivery. Mr. Makanga insistently underscored the vital and colossal role the current expansion of services and creation of centres of excellence is expected to play in improvement in healthcare service delivery in not only Kenya but also place the Hospital as a centre for Medical Tourism.

Performance quote of the week by Mr. Henry Karuti: It is no use saying “we are doing our best.” You have to succeed in doing what is necessary.

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Engage with:

Esther Vigehi Anziavula: The Culinary expert

By Shiphrah Njeri One afternoon, Newsline makes its way to the KNH boardroom kitchen.

This time, not to cover an event, but to have a sit-down with Esther Vigehi a senior cook at the office of the C.E.O. She welcomes us into the kitchen and offers a glass of water as we settle down in the sitting area inside the kitchen.

Her warm reception and bubbly personality are noticeable as she breaks the ice with a light moment and the we began...

Newsline: Tell us who you are and where you hail from?

My name is Esther Vigehi. I come from Vihiga District in Kakamega county and I am the only girl in a family of boys.

Newsline: What did you study?

I did a Diploma in Catering at Kenya Polytechnic College.

Newsline: What was your first job?

I have had one job, and it is here at KNH as a cook.

I started working here in 1995 up to date. I joined as a young girl and now I am a mother of three. Thanks to KNH I have grown careerwise, financially, and most importantly psychologically.

Newsline: Where have you mainly been stationed?

I have cooked and served at the wards, Accident and Emergency, boardrooms, meeting rooms and also members of the public whenever there is a function that calls for catering services.

Currently, I am at Senior Staff Canteen where I provide catering services to the CEO’s office.

Newsline: How do you feel about your current

workstation?

I enjoy working at my workstation because I am able to serve the management and dignitaries that visit the institution.

Newsline: What is the major highlight of your career?

This is when I was stationed to serve Ward 1E (Pediatric Oncology).

I loved serving the children there and we developed a very strong bond just interacting with them. To top it all up, the hospital gave me a week-long paid vacation at Kimbo Amboseli. As much as I felt good serving the children, I felt appreciated as an employee.

Newsline: How do you describe

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your relationship with the clients?

(Patients) While working in the wards, I get to bond with the patients. So much that upon their recovery and get discharged, some still greet me when we meet outside the hospital e.g. in malls, in town and that gives me a very nice feeling.

PHOTO | COURTESY Mrs. Esther Anziavula doing what she loves best; serving at the senior staff canteen

Newsline: What is your hobby?

I love adventure, especially sampling various foods in hotels. I also enjoy going to the national parks because I find it therapeutic. I also love listening to gospel music (SDA Songs) during my free time.

Newsline: What is your favorite sport?

I love football; I am a fan of AFC Leopards here in Kenya.

Newsline: What your favorite food?

I love ugali, chapati and chicken.

Newsline: What are your future plans for your career?

I hope to advance my education and reach the apex of my career.

Newsline: Advice to young people who are starting their careers?

Invest wisely, avoid peer pressure, and build your career first.

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Disability Mainstreaming at KNH: The insights

By Edel Q. Mwende PHOTO | NICHOLAS WAMALWA

A person with disability receiving service at KNH A&E pharmacy, lowered service counter

On Monday, December 30, 2002, the late President Mwai Kibaki took the oath of office as Kenya’s third president from a wheelchair and lived with the disability for some time as a result of a nearfatal accident during his campaign period. He needed to access his office using a wheelchair, and this further necessitated disability mainstreaming across government institutions. A year later, on December 31, 2003, he made history by assenting into law the Persons with Disabilities Act. Persons With Disabilities (PWDs) have come forth to let society know that there is nothing wrong with them, and with empowerment and acceptance, they can perform as well as any other person. They have in the recent past been actively involved in decision-making and further contributed to the economic prosperity of our country. Persons with disability are worthy- they are beyond begging.

Disability refers to a physical, sensory, mental or other impairment, including any visual, hearing, learning or physical incapability, which impacts adversely on social, economic or environmental participation. It is a consequence of the interaction between impairment and barriers.

Human beings can only be impaired or limited on functionality.

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Disability mainstreaming is the process of integrating formerly segregated and/ or stigmatized issues and people into ‘mainstream’ society and development programmes. It is a strategy through which concerns, needs and experiences of persons with disabilities are made an integral part or dimension of the design, implementation, monitoring and evaluation of policies and programmes in all political, economic and societal spheres so that persons with disabilities benefit equally and inequality is not propagated.

The Persons with Disability Act, 2003 and the Constitution of Kenya, 2010 address the plight of people abled differently and alleviates any stigma associated with it.

The disability mainstreaming responsibility at KNH is domiciled in the Human Resources Department. In addition, there is a Hospital Disability Mainstreaming Committee appointed on 31st January, 2022 and headed by the HoD Ophthalmology, Dr. Wachira Joseph and comprises of eleven (11) members in total.

Kenyatta National Hospital carried out an insightful hospitalwide training to all staff on Tuesday, May 10th, 2022 organized by the KNH Human Resources Department through the Hospital Disability Mainstreaming Committee and in collaboration with the National Council for Persons with Disabilities (NCPWD).

The Chief Disability Services Officer, Disability Mainstreaming Department at the NCPWD; Mr. Isaac Manyonge Simiyu highlighted key issues regarding disability.

According to Mr. Simiyu, there are various types of impairments and various proposed mainstreaming such as but not limited to: Type of impairment

Proposed mainstreaming

Hearing impairments

Sign language interpreter, Hearing aids etc

Physical disability

Non-slippery floors, Ramps, Sliders for stairs vs staircases for accessibility, designated parking spaces, lifts etc

Visual disability

Braille

There are certain privileges for Persons With Disabilities such as but not limited to: 1. Retirement age of 65 years 2. Tax exemption on the first Kshs.

100,000 3. Duty-free importation of vehicles Disability assessment is currently available at Mbagathi Hospital or Mama Lucy Hospital and other NCPWD accredited hospitals in Kenya. It is also worth noting the various requirements for disability disclosure that are presented for registration at NCPWD: • Medical report from a level four (4) or five (5) hospital • Passport size photo • Identity Card • Children below 18 years- Birth certificate In order for Persons with Disabilities to receive the various exemptions and privileges, Mr. Isaac Manyonge emphasized that it is vital to register early with the NCPWD. Newsline interviewed Mr. Walter Owino, outgoing secretary for the KNH Disability Mainstreaming Committee, who has served the Committee as secretary since 2012.

“I am happy with the progress made on disability mainstreaming at KNH. The Committee was formed back in 2009, and I am glad that we have achieved major milestones since 2012. We have ensured that KNH has wheelchair-accessible toilets in various areas some of them being at the Administration Block near Biomedical Engineering, Diabetes & Endocrinology, Orthopaedic number 46, across various wards at the Tower Block and Kenyatta Prime Care Centre (KPCC).”

He added: “KNH has also ensured availability of ramps across the Hospital, reserved parking lots (Administration car park- 2 slots, Doctor’s plaza car park-1 slot and Accident & Emergency-1 slot), lowered service counters at A&E and Information Centre.”

“The Service Delivery Charter is

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available in braille in twenty (20) service points across the Hospital.

Currently, there are eight (8) trained sign language interpreters.

The committee also ensures progressive realization of attaining

5% on recruitment for persons with disabilities,” said Mr. Owino.

“The solution to ensuring effective disability mainstreaming is setting achievable short term and long term plans and staff

sensitization. Disability is not inability. It is worth noting that no one is immune to disability, hence it is important for us all to protect the rights of Persons With Disability,” concluded Mr. Owino.

The voices that brought happiness to Uasin Gishu County

PHOTO | WINFRED GUMBO KNH Choir entertaining the Uasin Gishu County Commissioner Mr. Stephen K. Kihara when he met them during a practice session in preparation for Madaraka Day Celebration in the County

By Winfred Gumbo On Monday 30th May, members of KNH choir traveled to Eldoret in Uasin Gishu County following an invite by the Presidential Events Coordination Unit to perform for this year’s Madaraka Day celebrations.

The day is celebrated annually on 1st June to commemorate the day that Kenya attained internal self-rule in 1963, preceding full independence from the United Kingdom on 12th December 1963 with this year’s event being the 59th Madaraka Day. The following day, the team led by the Health Administrative Officer Ms. Susan Momanyi, the choir’s Chairman Mr. Rowlley Kadenge and the Director Mr. Tom Khaoya among other officials paid a courtesy call for a debriefing session with the Uasin Gishu County Commissioner Mr. Stephen K. Kihara among other County officials in preparation for the choir’s participation.

Later on Mr. Kihara met the choir

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PHOTO | WINFRED GUMBO Uasin Gishu County Commissioner Mr. Stephen K. Kihara reading the President’s speech to mark Madaraka Day at Huruma Show Ground in Turbo Sub County

members who in their usual style gave him a “number” just to share a taste of what they had to offer the following day during the main event.

“I take this time to welcome you to Eldoret. I would also like to thank the KNH management for allowing you to visit and entertain our guests at tomorrow’s event,” said Mr. Kihara before he joined the choir members for a dance.

On the main day of the event, the County Deputy Governor Hon. Daniel Chemno was the Chief Guest in the presence of other County officials in a colourful ceremony held at the Huruma Show Grounds, Turbo Sub County. Mr. Kihara on the other hand read President Uhuru Kenyatta’s speech.

In a well conducted performance, the choir members became the topic of discussion among the gathering who were enchanted by their rhythmic tunes and well coordinated moves. It is worthy to note that the choir was slated to perform three songs consecutively but upon finishing, the Master of Ceremony requested them to perform one more song, just to top up what they had performed as they could not get enough of what had been offered.

As both the event and the day came to an end, it was clear the choir’s mission to Uasin Gishu County had been accomplished; this is after tireless practice sessions to make the visit a success.

Ms. Momanyi and Mr. Kadenge thanked the team for organizing themselves well and taking responsibility to ensure a smooth flow of events. The team also thanked the management for letting them take place in the National event as it looks forward to taking part in future events.

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Our story in Pictures

CHANGE OF ROLES WEEK AT KNH PHOTOS | NICHOLAS WAMALWA

Some members of KNH Executive Management Committee working at various departments during the tier 1 change of roles

KNH M&C 2nd public/patient open day (FY 2021/2022)

PHOTOS | NICHOLAS WAMALWA

KNH staff, Patients and well wishers during the KNH M&C 2nd public/patient open day (FY 2021/2022) held on 19th May 2022

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The KNH A&E process flow explained

The intern’s experience

By Barbara Otieno

Meet: Bill Clinton Ochieng. (On attachment)

By Sarah. C. Wanjiku The Accident & Emergency (A&E) department is most likely the first place one comes across at a hospital. It is the most critical area in a hospital as it becomes the first point where all the patient’s information is recorded and it is the main determinant of the treatment process flow.

There are set procedures followed to ensure quality specialized healthcare services at the A&E department. Firstly, the clientele is divided into two; trauma patients and walk-in patients. On arrival at the hospital, the patients are triaged from outside the A&E entrance by a doctor who then checks the patient referral letters and ensures that critically ill patients are attended to and stabilized immediately.

After triaging the patient, they are directed to the waiting bay; and this includes patients on stretchers and the ones who are stable that can sit in the waiting area. The next of kin or the person accompanying the patient proceeds to the health information desk to assist in patient registration and a unique patient identification colour code is generated.

The next of kin is then sent to the cashier to pay the consultation fee and if patient stabilization was done upon arrival, they are directed to the pharmacy department for receipt generation and then back to the

cashier for payment. The next of kin or patient takes the receipt to the health information counter for verification.

The patient card is processed and sent by a health information officer to the consultations room where the patient is to be seen, or picked by a nurse in the consultation rooms.

Depending on the cases identified during triaging, the patient may be at the acute room which consists of the resuscitation room A or B, medical room 1,2,3 or room 5 which is a gynecology-obstetrician, surgical room 8\9. The medical team on duty reviews the patient’s card and sends for more investigations in the lab or a request form to the radiology department for an X-ray, CT scan, ultrasound among others.

When the investigations are done, the results are taken back to the consultation room that the request was generated from for the doctor’s review. The doctor attending to the patient then writes a prescription based on the diagnosis. For further management of special cases, a specialist is called for further consultation. The patient is then discharged and directed for follow-up at the relevant specialized clinics. In case the patient received treatment over the weekend, the next of kin are advised to return during the week for appointment booking. The critically ill patients are admitted at the relevant wards for more advanced treatment.

ISSUE 12 | Kenyatta National Hospital Newsline

Department: Human Resource The process flow map

Division: Pension Tasks: Processing pension benefits and registering new employees to an insurance Three things you have learned about KNH? KNH is the largest referral hospital and has a huge workforce with great team spirit and team work.

I have been able to learn new skills and interpersonal skills at work.

The hospital is putting in new mechanisms for efficiency such as; the HR department is coming up with online application of leave forms and appraisals.

How has the internship added value?

It was difficult for me to use printers and in the beginning, but through guidance form my colleagues, I am now more confident at using them.

Most memorable moment at KNH? I enjoyed getting hands on experience in a work environment and interacting with other interns from other departments.

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The evolution of Interventional Radiology (IR) in KNH

By Melody Ajiambo Issue no. 4 of Kenyatta National Hospital’s Newsline discussed interventional radiology as specialized treatment that is fast growing in Kenya.

This medical specialty involves Diagnosis and administering treatment with various minimallyinvasive procedures using medical imaging guidance, such as X-ray, fluoroscopy, Computerized Tomography (CT), Magnetic Resonance Imaging (MRI) and ultrasound. The Interventional Radiologists diagnose and treat a wide range of conditions in the body by inserting small tools, such as catheters and wires under imaging guidance.

We had yet another privilege of interviewing Dr. Christine Mamai, the HOD Radiology, KNH, who shed some light on the journey Interventional Radiology has taken since the 1980’s.

Dr. Mamai gave great tribute to several doctors who have spearheaded this specialty to the medical giant It is today. The late Dr. Fanuel Muruka, Dr. Milka Wambugu, the late Prof. Joseph Kitonyi and Dr. Talwa are hailed to have pioneered interventional radiology in KNH in the early times when it was mainly a diagnostic sub-speciality. Now, the IR is both diagnostic and therapeutic.

Later, between the 1990’s and early 2000’s, Dr. Henry Wanga took the mantle, teaching and practicing a new crop of IR that would also advance its therapeutic side. Dr. Wanga worked alongside Dr. Daniel Kibaya and Dr. Lawrence Mugambi who went further to formally do a fellowship in IR under sponsorship of KNH. Now, the department has several interventional radiologists, headed by Head of Unit (HoU -IR), Dr. Lawrence Mugambi who work continuously to provide medical assistance to the large number of patients that seek treatment at the facility.

Moreover, University of Nairobi (UoN) in conjunction with RAD-AID international introduced a fellowship program 2 years ago with aim of training more specialists in this field.

The fellowship program currently has four (4) fellows. Dr. Felister Wangari

and Dr. Jasper Muruka are expected to graduate first from this class. With this addition, we expect nothing but greatness.

The University of Nairobi Radiology department IR faculty is headed by Dr. Peter Chacha.

It is estimated that every patient with a massive health issue needs Interventional Radiology. Some of the procedures that use this specialized treatment include; Angiography: Imaging the blood vessels to look for abnormalities with the use of various contrast media, including iodinated contrast and CO2 gas.

Angioplasty: The doctor puts a small balloon- tipped catheter into a blood vessel. Then he or she inflates the balloon to open up an area of blockage inside the vessel.

Needle Biopsy: The doctor puts a small needle into almost any part of the body, guided by imaging techniques to take a tissue biopsy.

Cholangiography: Imaging the bile ducts within the liver to look for areas of blockage.

Foreign body removal: The doctor puts a catheter into a blood vessel to remove a foreign body in the vessel.

IVC filters: The doctor puts a small filter into the inferior vena cava (IVC), which is a large vein in the abdomen, the filter catches blood clots that may go into your lungs.

Embolization: The doctor puts a substance through a catheter into a blood vessel to stop blood flow through that vessel. It is done to control bleeding. And many more procedures.

The journey towards reliance on IR has not been easy, but it is safe to say that it has come with several benefits. Quick recovery, is one of the benefits associated with IR- due to their minimally invasive nature, IR procedures require little recovery time.

Also, compared to conventional open surgery, IR has less pain, less blood loss and has a lower risk of infections.

The training benefits both IR fellows and Radiology residents in Kenya and Africa as a whole.

The hospital is planning to install an ultra-modern Interventional Radiology suite that will provide neuro-intervention, vascular and body interventional procedures. The other non-angiographic IR procedures done using CT and ultrasound guidance will continue as usual.

KNH will continue to be a referral center for both inpatients and outpatients from Nairobi and other regions.

The radiology team currently at KNH works tirelessly to help as many patients as possible get the medical attention they need. Clinic 24 (IR clinic) is well established serving an average of 40 patients every Wednesday. It is our hope that the growth we have seen so far will help as many patients as possible access the world class treatment KNH is well known for.

PHOTO | NICHOLAS WAMALWA The Interventional Radiology team at KNH performing an image guided biopsy on a patient

PHOTO | COURTESY Dr. christine Mamai, HOD Radiology

What is the future of Interventional Radiology in KNH? Kenyatta National Hospital’s IR department continues to be a training center for interventional radiology.

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The 3rd initiative Anorectal Malformation (ARM) project “Building capacity for the management of ARM in a devolved healthcare system”

By Yvonne Gichuru The KNH Pediatric Surgery Department recently concluded its 3rd Anorectal Malformation (ARM) project conducted annually as a joint activity with the University of Nairobi School of Medicine and the Kenya Association of Pediatric Surgeons (KAPS).

ARM is a birth defect in which the anus and rectum (the lower end of the digestive tract) do not develop properly hence a child is born with an absent anus or abnormal connection between the rectum and the urogenital system.

The project was a 4-day surgical workshop held at the KNH main theatres (theatres 6 and 12) from Monday, May 23rd, 2022 to Thursday, May 26th, 2022 and a 1-day scientific seminar on Friday, May 27th, 2022 at the Crowne Plaza Hotel, Nairobi.

The surgeries were carried out on 24 pre-selected minors aged between 3 months to 7 years and the team managed to successfully perform 20 operations and re-scheduled the remaining four (4) cases.

The patients were screened from the Pediatric surgery outpatient clinic and the inpatient wards for both medical and surgical cases.

While conducting the surgeries, the procedures were filmed from the operating room and electronically disseminated to a classroom comprising of the consultants, registrars and resident doctors for teaching purposes.

According to Dr. Caroline Mwende - Pediatric Surgeon, KNH, the workshop’s main objective was to build capacity for the county-level hospitals. “We aim to bring in doctors and nurses from the county level hospitals and impart knowledge on them in order to spread our reach throughout the country,” she said.

On her experience as a beneficiary of the project, Ms. Daisy Kamau – Nurse, Pediatric Surgical Unit, KNH said that the workshop has enabled her to gain knowledge on the

PHOTO | NICHOLAS WAMALWA From Left: Dr. Safwat Andrawes - Pediatric surgeon, Dr. Joel Lessan - Ass. Director, Specialized surgery & Chairman, Kenya Association of Pediatric Surgeons (KAPS), Dr. Kennedy Ondede - Director, Surgical Services, KNH, Dr. Fred Kambuni - Pediatric Surgeon and Dr. Francis Osawa Pediatric surgeon & lecturer, UoN.

PHOTO | NICHOLAS WAMALWA Consultant Pediatric surgeons representing various counties in a panel discussion moderated by Dr. Swaleh Shahbal (centre) at the conference.

treatment and management of ARM. “Since we started having the ARM Workshops we are now able to take care of children from an informed point of view,” she told Newsline.

The seminar provided a forum to share knowledge exchange between learners and experts on the management of ARM as a total of 76 delegates from different cadres were in attendance. The participants for the workshop were invited from different counties in line with the theme of the conference and the realization of Universal Health Care.

ISSUE 12 | Kenyatta National Hospital Newsline

The counties represented included Bomet, Kisii, Isiolo, Nakuru, Mombasa, Kisumu, Nairobi and Kiambu counties, and saw various medics participate in a panel discussion where they shared their experiences working in their respective counties in devolved healthcare.

During the seminar, Dr. Kennedy Ondede - Director, Surgical Services commended the KNH Pediatric surgery department for taking part in the seminar.

“This project aims to build local potential for the benefit of patients;

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it will reduce the number of people flying outside the country to seek medical attention since the surgeries can now be successfully done locally,” he said.

Dr. Joel Lessan – Ass. Director, Specialized Surgery and Chairman, Kenya Association of Pediatric Surgeons (KAPS) also applauded the team for their efforts including the nurses who he said play a key role in the care of the patient.

“We are very proud of the nursing team. It is not easy to provide care to these children until adulthood.

We are all here because of a patient who requires Pediatric surgery. Let’s

all come together in every capacity and work as a team to ensure comprehensive excellence in the service delivery for all our patients,” he said during the seminar.

On his patient experience, Kevin Muturi, a 20-year-old Automotive Engineering student shared his testimonial as well during the seminar as he has had multiple surgeries done to correct the defect.

He said he faced many challenges growing up such as not being accepted into normal schools. “I had to go to special schools and some people even thought that it was witchcraft,” he added.

Kevin received guidance and counseling from KNH and is now a success story and a valuable member of society contributing positively to the community.

“This condition is reversible through surgery and mental support; the child can live a normal life like any other child,” said Ms. Rose Njoroge – Counseling Psychology Nurse, KNH. This initiative by the surgery department has been successful and it has aided the patients to get treatment and the medical personnel to learn as it strives to promote the management of ARM in the country.

PHOTO | NICHOLAS WAMALWA Members of the Anorectal Malformation (ARM) project planning committee.

Congratulations

KNH Gynecologist & Obstetrician, Dr. Weston Khisa, MBS Dr. Weston Khisa Wakasiaka was awarded Moran of the Order of the Burning Spear (MBS) by the President of the Republic of Kenya Uhuru Muigai Kenyatta (EGH) during the Madaraka Day celebrations on 1st June 2022.

ISSUE 12 | Kenyatta National Hospital Newsline

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AstraZeneca launches the “Lung Wall” at KNH

By Winfred Gumbo Just breathe! These are the words that immediately caught the Newsline team’s attention as we entered Clinic 17, not to mention a giant replica of the respiratory tract that accompanies the caption.

Led by the KNH Board of Management Chairman, Mr. George Ooko, KNH staff joined the AstraZeneca team to launch the “lung wall” which they sponsored.

While speaking at the Clinic, Mr. Ooko thanked AstraZeneca for their kind gesture in partnering with KNH to help manage patients with respiratory and infectious diseases.

“I am happy to be at this Clinic today. It is my first time being here and I appreciate the passion I have witnessed from the staff who utilize the available resources they have to manage our patients,” said Mr. Ooko.

“I also thank AstraZeneca for their continued support to KNH. This wall will help the various students in training at KNH and our patients too will have a better understanding of their lungs. I urge AstraZeneca to do the same in all the other 47 counties to help scale up the Universal Health Coverage Agenda,” he continued. “I

only knew AstraZeneca as one of the service providers of Covid-19 vaccine, l am happy to learn you provide more in health care services” he continued sending the congregation into a fit of laughter.

Mr. Ooko also went down memory lane and narrated a nostalgic story about his two childhood friends that were born asthmatic and whose parents used to limit their interaction

with other children because of their condition and wished the knowledge people have today on asthma management was available back then.

“If only we had this knowledge back then, my friends would have not felt isolated as they would have mingled freely with other children and played together without getting their parents worried about them getting asthma

PICHA | NICHOLAS WAMALWA KNH Board of Management Chairman, Mr. George Ooko (L), Astrazeneca president- Africa Cluster, Ms. Barbara Nel (M) and Astra Zeneca Africa Head- Dr. Sylvia Vito (R) cutting a ribbon to launch the Nebulization Room at Clinic 17

PHOTO | NICHOLAS WAMALWA KNH Staff led by the Board of Management Chair. Mr. George Ooko during the launch of the ‘Lung Wall’ at Clinic 17

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attacks,” he said.

The AstraZeneca President-Africa Cluster, Ms. Barbara Nel appreciated the work done by Clinic 17 staff and reiterated Africa’s importance to AstraZeneca as it strives to see what is sustainable to patients with respiratory illnesses.

“AstraZeneca would like to hear in the future, how the wall has benefitted the patients, the impact and other areas of assistance needed from them as KNH partners,” said Ms. Nel. The Head of Unit Respiratory Infectious Diseases (RIDU), Dr. J. O. Atina said the increase in number of patients with respiratory infections led to the establishment of the Clinic which has gone a long way in helping with outpatient management and even patients due for admission.

“In Kenya alone, 6 million people live with Asthma and KNH has the largest number of pulmonologists in the country,” he said.

“AstraZeneca would like to hear in the future, how the wall has benefitted the patients, the impact and other areas of assistance needed from them as KNH partners,” Ms. Barbara Nel

AstraZeneca Africa Head, Dr. Sylvia Vito, expressed her happiness for partnering with KNH through the Ministry of Health (MOH) and Respiratory Society of Kenya (ReSoK) in the management of acute asthma and the provision of quality health care services.

“We are here to improve the quality of life for our patients. What are the barriers they face? AstraZeneca is committed to a patient’s journey

whether it is cancer, asthma, or diabetes,” continued Dr. Vito.

“We will be back in a few months’ time for capacity building since it is important to have a well-equipped and knowledgeable staff,” she added.

Prior to their departure, the AstraZeneca team also launched the nebulization room at the same Clinic led by the Nurse in Charge Ms. Anne Mubobia.

PHOTO | NICHOLAS WAMALWA Astrazeneca Africa Head, Dr, Sylvia Vito addressing the gathering during the launch of the ‘Lung Wall’ at clinic 17

POSITIVE MENTIONS FROM KNH SOCIALS

By Luke Kung’u

amid the crisis...we owe you.

Mercy Maina: For me it’s literally every staff member I came across since Monday February 14, 2022 when a loved one was admitted and February 21, 2022 when he was released. However, allow me to name a few staff whose services I really appreciated:

Nurse James Maina-good listener, compassionate -he was on duty at Resuscitation Room B on the night my dad was admitted. I fell ill in the process and he did his very best to assist me and made sure I was better. I owe you nurse.

The nurses in Ward 7A -Patient, loving, compassionate Dr. Weru-Compassionate, dedicated, hardworking-I watched him stabilize my dad..you are truly called to save lives. We owe you as a family.

Nurses in Resuscitation Room B on the night of Feb 14, 2022-I saw you do your best at 100% pressure, how you handled us

Dr. Fiona Kahange (hope I got her second name correctly) -very composed, good listener, courteous. She was really patient with my dad.

for your dedication and commitment. We owe you!

Wangari Maina: Salute to all staff keep up the good job, not forgetting Dr. Mokomba Prime care unit, Dr. Kuria Kihika and all Nurses in Ward 9A. Wairimu Wa Mary: Clinic 22 the doctors are amazing. My daughter was able to walk. I’m so grateful. Thank you.

Nutritionist Serah Gikonyo-Jovial, knowledgeable, never tired of clarifying issues, very patient and understanding-my dad is now at home. He says you owe her a demonstration of how to do the veges.

This team is the reason why I would recommend KNH anytime. Thank you all

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From the communication desk:

Customer Experience: KPCC overall satisfaction index up to 88.8%

By Elizabeth Wangui, Petterson Njogu and Sheila Murithi Studies show that satisfied consumers tend to develop brand loyalty, leading to repeat business.

These clients often spread the word by recommending an organization’s services to friends and family as an informal referral process.

Organizations build loyalty and trust by generating customer satisfaction surveys that gather information which can be used in validating decisions and demonstrating to the existing and loyal client base that the organization is interested in serving the clients’ needs.

Kenyatta Prime Care Centre’s Second Strategic Plan (2017 - 2022) was developed to enable the Hospital to achieve excellence in patient care and realize its core mandate.

The adoption of the Balanced Score Card (BSC) approach which was derived from the strategic plan by the management, has translated strategies into activities that are easily monitored and understood by every employee who can align his/her performance to meet corporate goals.

Consistent with this, Kenyatta Prime Care Centre conducted a customer satisfaction survey in the 3rd quarter of FY 2021/22. A total of 73 questionnaires were collected and data analyzed. The sections covered during the survey included Corporate Outpatient Centre (COC), Daycare, Staff Clinic, wards 10A, 10 B, 10C, 10D, 9A, 9B, 9D and New Born Unit (NBU).

The report released by the Monitoring and Evaluation Unit indicated that the general satisfaction index of the service provided by Kenyatta Prime Care Centre increased from 81.2 to 88.8.

The findings indicated that the majority of the respondents were outpatient at 61.3% with 38.7% being inpatient. More than half of the respondents (68.1%) were male while (31.9%) were female. Nationalitywise, 93.0% indicated that they were Kenyans and 7.0% were non-Kenyans.

83.8% of the respondents indicated that they would recommend others to KNH while 16.2 % would not. This

customer satisfaction report gives KPCC the opportunity to make immediate changes and monitor responses, immediately get in touch with customers who have made a complaint or asked for the hospital to respond to their grievance. In conclusion, this report has enabled KPCC to gain an overview of customer satisfaction, customer complaints and areas of improvement.

This outstanding increment can only be attributed to the regular Continuous Medical Education (CMEs) held at the facility. Due to the everevolving health care sector, CMEs are the most viable route to keeping abreast with the latest in the field of high-tech medicine, and new trends in health communications and delivery among many others.

In the same breath, during our weekly continuous medical education sitting, last week saw over 20 members of staff within KPCC attending training on customer service. Leading the training was KPCC Marketing & Communications Manager, Mr. Simon Too. During the exercise that comprised of nurses, pharmacists, physiotherapists, therapists, nutritionists, health information officers and accounts officers, Mr. Too spoke extensively on key

ISSUE 12 | Kenyatta National Hospital Newsline

communication or customer care skills, emotional intelligence and teamwork while dealing with the patients and or clients.

“Customer care skills combined with soft skills will help the service provider at KPCC ultimately achieve the desired customer satisfaction, “said Mr. Too. The continuous training will in one way or another better the satisfaction index survey. Also, it will go a long way in ensuring that KPCC does not only deliver the best healthcare to the patients but also build excellent customer care service delivery channels.

PHOTO | NICHOLAS WAMALWA Mr. Simon Too Manager, Marketing and Communication - KPCC training staff on customer service at the Kenyatta Prime Care Centre Seminar room

16.2% 83.3%

YES NO

Pie chart demonstrating respondents who would recommend KNH to others (83.3%) comparison to those who would not recommend our services to others (16.2%)

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Tribute: Honoring a legacy of brilliance Fare thee well Prof. Rachel Nandawula Musoke

By Sheila Murithi On January 5th , 2021, Kenyatta National Hospital top managers and staff honored Prof. Rachel Nandawula Musoke in a befitting retirement celebration. Though it was an emotional time for all and especially those who worked closely with her like Dr. Irene Inwani, Senior Director Clinical Services, nothing matches the deep sorrow we felt after learning of her demise. On Monday, May 30, 2022,

ISSUE 12 | Kenyatta National Hospital Newsline

Mr. David F.K. Mpanga, nephew to the late Professor Musoke notified KNH of her passing through our Twitter platform.

Newsline had the opportunity to feature her on our first edition of 2021 ( https://bit.ly/3NSDm9k ).

A warm and kind lady she was.

Besides being a leading Neonatologist in KNH, she was a great philanthropist who loved dedicating her time to the children in our Neonate wards and Nyumbani Children’s Home and persuaded others like Dr. Inwani to do the same.

She had an excellent work ethic, and

her love for her job was felt by all who interacted with her through her 44 years of diligent service in KNH. She also had excellent family values and besides her busy hospital schedule, she found time to be with her children.

Her death has been a bitter pill for many to swallow. While the weight of loss undoubtedly bears heavily on our hearts, we know that this tumultuous season will in time give rise to happy days.

Just as the cold of night breaks for daylight, we know that grief too will give way to shining rays of the warm memories of Prof. Rachel N. Musoke.

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Comic Zone Laughter, the best medicine!!

By Edel Q. Mwende Aging recovery I was hospitalized with an awful sinus infection that caused the entire left side of my face to swell. On the third day, the nurse led me to believe that I was finally recovering when she announced excitedly, “Look, your wrinkles are coming back!”

Half it your way The food at the sandwich shop I frequent is good, but any deviation from the norm throws the staff. I once told a clerk that I wanted only half a sandwich. His reply: “What am I going to do with the other half?” A week later, when I told another clerk the same thing, she responded, “Do you want the top or the bottom?” Carole Holder.

A trashy career “Has your son decided what he wants to be when he grows up?” I asked my friend. “He wants to be a garbage man,” he replied. “That’s an unusual ambition to have at such a young age.” “Not really. He thinks that garbage men work only on Tuesdays.” Source: guysports.com Organ coordinator: Here’s our list of donor lungs, hearts, and kidneys in alphabetical order.

Transplant surgeon: Impressive! It’s very organ-ized.

Roman Nurse: What complications arose when the hospital hired a Roman nurse? She only issued the IV to bed number 4.

Inspirational Quotes “Concentrate all your thoughts upon the work in hand.

The sun’s rays do not burn until brought to a focus. “— Alexander Graham Bell “Either you run the day, or the day runs you.” — Jim Rohn “I’m a greater believer in luck, and I find the harder I work the more I have of it.” — Thomas Jefferson

OUR VISION A world class patient-centered specialized care hospital OUR MISSION To optimize patient experience through innovative healthcare; facilitate training and research; and participate in national health policy formulation OUR MOTTO We Listen, We Care

ISO 15189 ACCREDITED

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“When we strive to become better than we are, everything around us becomes better too.” — Paulo Coelho “Opportunity is missed by most people because it is dressed in overalls and looks like work.” — Thomas Edison “Setting goals is the first step in turning the invisible into the visible.” — Tony Robbins “Your work is going to fill a large part of your life, and the only way to be truly satisfied is to do what you believe is great work. And the only way to do great work is to love what you do. If you haven’t found it yet, keep looking. Don’t settle. As with all matters of the heart, you’ll know when you find it.” — Steve Jobs “It’s not about better time management. It’s about better life management” — Alexandra of The Productivity Zone

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