In medicine, the first and most sacred rule is; “Do No Harm.”

Yet, recent experiences at Nakuru Teaching and Referral Hospital raise serious concerns about patient safety and institutional accountability.

Whether through negligence or systemic dysfunction, many have left the hospital with more pain than healing.

Of equal concern is how disturbing the hospital’s leadership responds: with indifference, lack of urgency, and poor communication.

Since the beginning of the year, Roselyne Mungai, the County Health Executive with a robust background in Communications, has issued three public statements addressing these incidents, each one sparking criticism for appearing dismissive and failing to acknowledge the severity of the cases.

Known for her eloquence and actively traversing the county since she was sworn in by the administration- might we add, visiting facilities, engaging with staff, and familiarizing herself with the inner workings of Nakuru’s healthcare system.

On the surface, she appears invested and informed. In a crisis, her tone shifts from proactive to reactive, and her leadership retreats behind carefully worded statements issued only after public outrage.

The most recent case involves the tragic death of 27-year-old Elizabeth Wairimu. Her family claims that she was denied timely access to an ambulance, reportedly taking two hours to arrive from just 300 meters away, and that crucial decisions were made about her care without their input.

According to them, they were also left in the dark during a time when clarity and consent should have been a priority.

In a statement issued by Ms. Mungai, notably only after the family spoke to the press, the county acknowledged the communication breakdown.

“We recognize and deeply regret the delay in communicating with the family during the critical period immediately following the surgery... Earlier communication could have alleviated their uncertainty,” the statement read in part.

A board showing services offered at Nakuru teaching and referral hospital.

Photo credit: LELETI JASSOR/MTAA WANGU

This begs the question- Would this remorse have ever been expressed if the family hadn’t gone public? And why does a hospital entrusted with life and dignity make crucial decisions without family consultation? How many more families have had similar experiences and have quietly suffered without a spotlight?

This is not an isolated event.

In another case, a video surfaced on the internet of women, children, and sick people being instructed to move from inside the waiting area at night and sleep in the outside waiting area at the emergency/ casualty area.

To which Mungai, in another statement, admitted to a gap in the induction of new guards.

“We notice the gap in the induction of the new guards deployed by the security company assigned to NCRTH....Client welfare remains a key consideration for the Department of Health,” part of the statement reads.

In the case of Baby Mercy Chepng’eno, now in court, only after a public outcry by the family was there this action, and what first accompanied it was, you guessed it right, a statement trying to quell the fire.

In several reports covered by Mtaa Wangu and other local outlets, families and individuals have come forward, sharing their pain, stories, and anger about the same institution.

For how long will the administration keep apologizing every time there is a mistake? How long should Nakuru residents wait for something to be done, or better yet, how many more people should experience these inequities for action to be taken?

We are no experts, but it’s honestly the small issues that need to be tackled to avoid a PR nightmare, and Ms. Mungai should know this owing to her background.

Trade CEC Stephen Kuria clarifies why he is ‘holding brief’ for county health services boss

Author Spotlight

Leleti Jassor