“I make reference to a complaint I lodged against Coast General Teaching and Referral Hospital (CGTRH) in regard to the refund of monies that had been erroneously paid. I am happy to confirm that the matter has been settled and the refund has been effected. I would also like to thank your able office for the efforts and time that you took to ensure that this matter is finalised.” These were the words of Ms. Norah in an email to the Commission’s Mombasa Regional Office.
According to Ms. Norah, a relative was admitted at the CGTRH on 1st April 2020 On 13th April 2020, she was discharged upon recovery and was informed to pay a bill of Kshs. 14,830 which she paid and was issued with a receipt. Surprisingly, while the discharge was being processed, she was informed that the bill had shot to Ksh131,830 from the previous bill of Kshs. 14,830.
Ms. Norah immediately raised a complaint with the hospital and upon scrutiny, the bill was revised to Kshs. 23,830. Unfortunately, by that time, she had already paid the sum of Kshs. 77,300 to their inpatient account via mobile payment to secure her discharge. However, the Kshs. 77,300 which she paid via mobile money transfer to the hospital account was not receipted as she was advised by the hospital that the money would be reversed to her after deduction of the difference of Kshs 9,000 as per the revised bill.
Ms. Norah followed up the refund with the hospital for one year and seven months and the refund was not forthcoming which impelled her to seek the intervention of the Commission. The Commission by way of inquiry took up the matter with the hospital on 12th November 2021 leading to payment of the amount in full. Ms. Norah, in an email to the Commission, confirmed receipt of the money.
