Consult a Doctor from Anywhere

Yes. All consultations and patient data are encrypted end-to-end using TLS 1.3 and stored with AES-256 encryption. We comply with Kenya's Personal Data Protection Act (PDPA) and maintain HIPAA-adjacent privacy standards. Your data is never shared with third parties without your consent. Consultations are NOT recorded or retained beyond 12 months.

A smartphone, tablet, or computer with a camera, microphone, and a stable internet connection (minimum 2 Mbps download speed). Most 4G/LTE connections work fine. We recommend testing your connection 5-10 minutes before your scheduled time. You'll receive a secure link via SMS and email.

Payments are made securely via M-Pesa at the time of booking. You'll receive a payment prompt on your phone, just like a regular M-Pesa transaction. Once payment is confirmed, your appointment is locked in and you'll get a confirmation SMS and email with the doctor's details and consultation link.

Yes, where clinically appropriate, your doctor can issue an e-prescription directly to your patient portal. You can download it as a PDF and take it to any licensed pharmacy in Kenya. Most prescriptions are issued within 24 hours of the consultation. For urgent medications, contact the Patient Support Desk.

If the connection drops during your consultation, you can rejoin the call immediately using the same link. If you miss your appointment time, contact our Patient Support Desk (+254 111 817447) within 2 hours to reschedule at no extra cost if the issue was on our end. If the issue was on your end, a rescheduling fee may apply.

No. For emergencies (chest pain, severe bleeding, severe breathing difficulty, trauma), call the SPMH Emergency Line immediately (+254 111 817447) or go to the nearest emergency facility. Telemedicine is designed for non-emergency consultations, routine check-ups, and follow-up care only.

Yes. When you book a follow-up consultation, you can request the same doctor if available. This helps maintain continuity of care and means your doctor already knows your medical history. You can also choose a different specialist if needed.

Your telemedicine doctor will let you know if an in-person visit is necessary. If so, they can directly book you into SPMH's physical outpatient clinic at no additional booking fee. You'll receive an appointment confirmation with exact time and location.

Yes, absolutely. First-time patients can use telemedicine for initial consultations across all specialties. Your doctor will take a detailed history and conduct a thorough assessment via video. If they determine that physical examination is needed, they'll arrange an in-person appointment.

Telemedicine consultations cost the same as in-person outpatient visits (KES 500–1,200 depending on specialty). There's no travel cost, no lost wages from commuting, and no transportation hassle. For chronic disease follow-ups, telemedicine often saves money long-term.

SPMH is working with NHIF and SHA to integrate telemedicine into their coverage. As of 2026, direct M-Pesa payment is required. We recommend checking with your insurance provider about reimbursal options. Starting 2027, telemedicine consultations may be directly reimbursed.

You can request prescription refills directly from your patient portal without a new consultation (if eligible). For chronic diseases, your doctor can set up automatic refill reminders. Alternatively, book a short follow-up consultation with your doctor to review your medications.

Most consultations last 15–25 minutes depending on complexity. The booking indicates the time slot (e.g., 10:00–10:30 AM). Your doctor will use this time efficiently to address your concerns and provide clear guidance. Follow-up consultations are often shorter.

Yes. You can cancel or reschedule anytime via your patient portal or by calling the Patient Support Desk. Cancellations made 24 hours before your appointment are free. Last-minute cancellations (< 24 hrs) may incur a small fee to cover doctor's time.

Standard telemedicine consultations are available Mon–Sat, 8:00 AM–5:00 PM. For weekend or evening consultations, a premium fee (10–20% markup) applies and must be booked in advance. Emergency consultations are available 24/7 via the SPMH Emergency Line.