A new report by the Rural and Urban Private Hospitals Association of Kenya (RUPHA), released on February 16, 2025, has highlighted worsening patient verification challenges under the Social Health Authority (SHA) system. The transition to SHA, which aimed to streamline healthcare access and digital verification, has instead introduced significant hurdles, with healthcare providers struggling to verify patients efficiently.
One of the most pressing concerns raised in the report is the delay in receiving one-time passwords (OTPs), a key component of patient verification. Approximately 63 per cent of healthcare providers cited OTP delays as a major barrier, leading to prolonged patient wait times and operational inefficiencies.
Moreover, 59 per cent of patients do not have access to a mobile phone, further complicating the verification process. This issue is particularly severe in rural and underserved areas, where access to digital tools remains limited. Without a phone, patients are unable to receive OTPs or complete authentication, resulting in delays in accessing medical services.
Another significant challenge noted in the report is the difficulty in verifying dependents. 55 per cent of healthcare facilities reported issues with missing data in the SHA system, preventing patients from accessing care for their registered family members. The verification process is often disrupted when dependents’ details do not match or appear incomplete in the system, forcing hospitals to manually verify information or turn away patients.
The Afya Yangu portal, which was designed to facilitate patient registration and verification, has been plagued by technical difficulties. According to the report, 49 per cent of patients have experienced disruptions due to system failures. These challenges include portal downtime, errors in retrieving patient records, and slow system responses.
The report further states that verification challenges have worsened overall, now affecting 83 per cent of healthcare providers, up from 74 per cent in previous assessments. Despite an impressive 93 per cent availability of credentials for providers, 62 per cent report difficulty accessing the SHA portal due to non-functional login credentials, automatic lockouts, and internet connectivity issues.
Healthcare providers have expressed growing frustration with the SHA system, citing both verification challenges and broader usability issues. According to the report, 89 per cent of providers struggle to navigate the SHA portal due to its complexity and technical shortcomings. These challenges have not only slowed down patient verification but also made it harder for hospitals to process reimbursements and access patient records.
Additionally, concerns over low reimbursement rates for outpatient services have further strained the relationship between healthcare providers and the SHA system. Many hospitals feel the financial burden of delayed payments and inefficiencies, making it difficult to maintain quality care.
As the transition to the SHA system continues, healthcare providers are urging the government to address these verification and technical challenges. Key recommendations from stakeholders include:
- Improving OTP delivery systems to ensure timely receipt
- Providing alternative verification methods for patients without mobile phones
- Resolving data inconsistencies in the SHA system, especially for dependents
- Enhancing the Afya Yangu portal’s stability to reduce technical disruptions
- Increasing provider support and training to improve SHA portal navigation
Addressing these issues is critical to ensuring smoother service delivery and maintaining public confidence in Kenya’s healthcare system. Without urgent intervention, verification problems could further erode access to healthcare, particularly for vulnerable populations in rural areas.
