Frequently Asked Questions

KeyHealth operates a rapid-response dispatch system available 24 hours a day, 7 days a week, including public holidays. Once you contact our emergency line, our trained dispatch team mobilises the nearest available vehicle immediately. In most urban areas across Kenya, we aim to have a unit at your location within 15 to 30 minutes. Response times may vary depending on traffic conditions and your specific location, but our team will keep you informed every step of the way.

All KeyHealth emergency transport vehicles are stocked with essential life-support equipment, including oxygen supply systems, automated external defibrillators, stretchers, cervical collars, and first-aid supplies. Our ambulances are staffed by trained emergency medical technicians and paramedics who can provide initial stabilisation and continuous monitoring during transit. We regularly inspect and update our equipment to meet recognised medical transport standards, ensuring every patient receives a high level of care from the moment we arrive.

Yes, in most circumstances one family member or caregiver may accompany the patient in the vehicle during emergency transport. This is assessed on a case-by-case basis, as the clinical needs of the patient and available space take priority. Our paramedics will always communicate openly with accompanying family members, keeping them informed of the patient’s condition and the procedures being carried out. Your loved one’s comfort and dignity remain central to everything we do at KeyHealth.

KeyHealth’s Hospital Transfer Service is designed to safely move patients between healthcare facilities, such as from a district hospital to a specialist centre or from an intensive care unit to a rehabilitation facility. You should use this service when a patient requires a higher level of care than their current facility can provide, needs specialist treatment available only at another hospital, or is being discharged to a step-down care facility. Our medically supervised transfers ensure continuity of care throughout the entire journey.

Arranging a hospital transfer with KeyHealth is straightforward. You can contact our coordination team by phone or through our online booking platform at any time. We work closely with the referring and receiving hospitals to confirm bed availability, medical documentation, and any specialised equipment required for the journey. We recommend scheduling transfers at least a few hours in advance where possible, though we also accommodate urgent same-day transfer requests subject to vehicle availability. Our team handles all logistics so you can focus on the patient.

Yes, KeyHealth provides hospital transfer services across all counties in Kenya, including long-distance transfers to major specialist hospitals in Nairobi, Mombasa, Kisumu, and other cities. All long-distance transfers are conducted with fully equipped vehicles and appropriately qualified medical personnel on board. Prior to departure, our team conducts a thorough patient assessment and communicates with both the sending and receiving medical teams to create a safe and seamless transfer plan tailored to the patient’s specific clinical needs.

KeyHealth’s Pharmacy Delivery service allows patients, caregivers, and healthcare providers to order prescription and over-the-counter medications for direct delivery to homes, offices, or healthcare facilities across Kenya. Simply share your prescription and delivery details with our pharmacy team via phone or our digital platform. Our licensed pharmacists verify every order before dispatch to ensure accuracy and patient safety. A trained delivery agent then brings your medication promptly, with full packaging integrity maintained throughout the delivery process.

Yes, KeyHealth delivers both prescription and over-the-counter medications. Patient safety is our highest priority. All prescription orders are reviewed and dispensed by qualified, licensed pharmacists registered in Kenya. We require a valid prescription for controlled and prescription-only medicines before processing any order. Medications are packaged appropriately to maintain temperature integrity and prevent contamination. Our delivery agents are trained to hand over medications directly to the patient or an authorised recipient, and our pharmacists are available to answer any medication-related questions you may have.

KeyHealth currently offers pharmacy delivery services across major urban centres and their surrounding areas in Kenya, including Nairobi, Mombasa, Kisumu, Nakuru, and Eldoret, with ongoing expansion to additional counties. For patients in remote or peri-urban areas, our team will advise on the nearest available delivery point or explore partner logistics options to reach you. We are committed to making access to essential medications as wide and convenient as possible for every Kenyan who depends on us.

KeyHealth holds all its operations to rigorous medical and service quality standards. Our staff, including paramedics, emergency medical technicians, pharmacists, and logistics personnel, undergo regular training, certification reviews, and performance evaluations. Our vehicles and facilities are routinely inspected and maintained. We are committed to transparent communication, patient confidentiality, and continuous improvement informed by client feedback. KeyHealth partners with leading hospitals and healthcare providers across Kenya to deliver a seamlessly coordinated, trustworthy medical delivery experience every time.