Mwein Medical Services

1. Healthcare Services

Mwein Medical Services provides:

• Outpatient (OPD) medical consultations
• Laboratory diagnostic testing
• Ultrasound imaging services
• Pharmacy services
• Antenatal and maternal care
• Chronic disease management
• Virtual medical consultations (non-emergency)
• Wound care and treatment
• Immunization and vaccination services

Note: Services are provided as described on our website. Our doctors may recommend additional services based on your health needs, which may have additional costs.

2. Patient Responsibilities

As a patient using our services, you agree to:

• Provide Accurate Information: Provide truthful and complete medical and personal information
• Inform Healthcare Staff: Tell us about all medications, allergies, and health conditions
• Follow Medical Advice: Follow doctor's instructions for treatment and medication
• Keep Appointments: Notify us 24 hours in advance if you need to cancel or reschedule
• Respect Our Staff: Treat all healthcare staff and patients with respect and courtesy
• Follow Clinic Rules: Adhere to all facility rules and regulations
• Payment: Pay for services as agreed, either through insurance or direct payment

3. Our Rights and Responsibilities

Mwein Medical Services reserves the right to:

• Decline Service: Refuse service to patients who are abusive, disruptive, or violent
• Recommend Referral: Refer patients to other facilities if needed care is beyond our scope
• Suspend Service: Suspend non-emergency services for outstanding payment (with notice)
• Medical Decision-Making: Our doctors have final say on treatment recommendations
• Contact You: Contact you via phone, email, or SMS for appointment reminders and test results

4. Payment Terms and Conditions

Payment Timing: Payment is due at the time of service. We accept:

• M-Pesa (mobile money)
• Cash
• SHA (Social Health Authority) insurance

5. Appointment and Cancellation Policy

• Booking: Appointments must be booked through phone, WhatsApp, or online form
• Confirmation: Our team will call to confirm your appointment within 2 hours
• Cancellation: Cancel 24 hours in advance by calling +254 707 711 888
• No-Show Policy: Repeated no-shows may result in appointment suspension
• Walk-ins: Walk-in patients welcome based on staff availability (24/7)

6. Virtual Consultation Terms

For telemedicine/virtual consultations:

• Non-Emergency Only: For routine medical advice and follow-ups only
• Patient Responsibility: Patient responsible for secure, private location
• No Guarantee: We don't guarantee internet/connection quality
• Emergency Referral: For emergencies, patients will be directed to physical clinic or hospital
• Consent: Virtual consultation recorded with patient consent for medical records

7. Medical Liability and Disclaimers

Important Disclaimer: Our doctors provide medical services based on their professional judgment and available information. While we strive for excellent care:

• No medical outcome is guaranteed
• Patients may experience side effects from treatment
• Some conditions may require referral to specialized facilities
• Patients waive right to sue for non-negligent medical outcomes

8. Confidentiality and Medical Records

• Your Records: Medical records belong to the facility but contain your medical information
• Access: You can request copies of your records (small fee may apply)
• Sharing: Records shared with third parties only with written consent (except legal requirements)
• Retention: We retain records for 5+ years after last visit (Kenyan law)
• Confidentiality: All staff bound by confidentiality agreements

9. Limitation of Liability

Mwein Medical Services is not liable for:

• Indirect or consequential damages
• Loss of income due to medical treatment
• Website downtime or technical issues
• Third-party provider errors (labs, imaging)
• Patient's failure to follow medical advice

10. Patient Grievances and Disputes

If you have a complaint about our services:

• First Step: Speak with our staff or clinic manager
• Formal Complaint: Submit written complaint to mweinmedical@gmail.com
• Response Time: We respond to complaints within 7 days
• Escalation: Complaints escalated to management if not resolved
• Regulatory: You can file complaints with Kenya's health regulators

11. Website Acceptable Use

When using our website, you agree NOT to:

• Provide false or misleading information
• Attempt to access restricted areas
• Transmit viruses or malicious code
• Interfere with website operations
• Harass or threaten staff or other patients
• Violate any laws or regulations

12. Intellectual Property Rights

All website content, including text, images, logos, and design, is owned by Mwein Medical Services. You may not reproduce, distribute, or use without permission.

13. Changes to These Terms

We may update these terms at any time. Continued use of our services indicates acceptance of updated terms. We will notify patients of significant changes.

14. Governing Law

These Terms of Service are governed by the laws of Kenya. Any disputes shall be resolved under Kenyan law and jurisdiction.

15. Questions About These Terms?