More than 80 percent of private healthcare providers are experiencing difficulties in verifying and registering patients, a new survey has revealed, underscoring significant challenges in the ongoing transition to the Social Health Authority (SHA) system.
The seventh SHA transition scorecard report, released on February 16 by the Rural and Urban Private Hospitals Association of Kenya (Rupha), shows that difficulties in verifying and registering patients have increased by nine percent, from 74 percent in December 2025 to 83 percent.
The report attributes the increase primarily to delays in the delivery of one-time passwords (OTPs), which 63 percent of providers identified as a major concern. OTPs are essential for patient verification; when they are delayed, patients experience longer wait times for services.
In addition, 59 percent of patients do not have access to a phone, making it even more difficult for them to complete the verification process. This digital divide, particularly in rural or underserved areas, creates further barriers to accessing healthcare services.
The report also highlights concerns about missing dependent data in the SHA system, which complicates the verification for 55 percent of health facilities, particularly for patients who need to list dependents for coverage. In addition, almost half of patients experience disruptions and delays due to technical problems with the Afya Yangu portal, which was designed to streamline patient registration.
"Patient verification challenges have worsened, affecting 83 percent of organisations (up from 74 percent). Key issues include delays in OTPs (63 percent), patients without phones (59 percent), missing relatives in the SHA system (55 percent), and technical issues with the Afya Yangu portal (49 percent)," the report states.
Despite high credential availability at 93 percent, 62 percent of providers report problems accessing the SHA portal. Issues such as non-functional credentials, automatic lockouts, and internet connectivity problems prevent providers from performing essential functions, which also impacts patient registration and verification. Similarly, 89 percent of providers report ongoing issues with the SHA portal, making it difficult to navigate within the system.
Outpatient services have been a major source of frustration for providers, many of whom express dissatisfaction with low reimbursement rates.
While there have been improvements in maternity and surgical services, the outpatient reimbursement model remains a key concern for many in the provider community. The financial burden on providers, together with delays in the processing of claims, hampers the ability of healthcare facilities to operate smoothly and deliver care effectively.
The report also shows that access to the SHA contact centre has deteriorated, with 74 percent of providers experiencing problems. Common problems include unanswered calls and emails, as well as insufficient staff knowledge, leaving many issues unresolved and further delaying the delivery of care. These challenges make it difficult to resolve issues promptly, adding to the pressures faced by healthcare providers.
