Kenya’s Healthcare : Can SHA really Deliver?

According to a recent survey by the Rural and Urban Private Hospitals Association of Kenya (RUPHA), private healthcare providers are having a real moment trying to navigate Kenya’s Social Health Authority (SHA) system to verify patients. And by moment, we mean a full-blown headache that’s only getting worse. In December 2025, 74% of providers were struggling. Fast forward to February, and that number has climbed to a whopping 83%.

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So, what’s the main culprit behind this verification chaos? One-time passwords (OTPs), or rather, the lack thereof. About 63% of providers say delays in receiving these magical digital keys are causing patient wait times to stretch longer. And if you think that’s bad, here’s the kicker: 59% of patients don’t even have access to a phone. This issue hits hardest in rural and underserved areas, where digital tools are not as common as in urban areas.

But wait, there’s more! 55% of health facilities are having trouble verifying dependents because their data is missing from the SHA system. And let’s not forget the Afya Yangu portal, which was supposed to make registration a breeze. Instead, 49% of patients are facing disruptions and delays, turning what should be a simple process into a digital obstacle course.

The report sums it up nicely: “Patient verification challenges have worsened, affecting 83% of organizations. Key issues include delays in OTPs (63%), patients without phones (59%), missing relatives in the SHA system (55%), and technical issues with the Afya Yangu portal (49%).” Oh, and despite 93% of providers having credentials, 62% can’t even access the SHA portal because of non-functional logins, automatic lockouts, and internet issues.

And if you thought verification was the only problem, think again. 89% of providers say navigating the SHA portal is about as fun as untangling Christmas lights. Outpatient services are another sore spot, with many providers grumbling about low reimbursement rates. As the SHA transition rolls on, healthcare providers are pleading with authorities to fix these issues before the system becomes the healthcare equivalent of a broken vending machine—frustrating, unreliable, and leaving everyone hungry for solutions.

Here’s what it means for you:

1. Expect longer wait times at private healthcare facilities, especially if you need verification. The OTP issues, lack of phone access for many patients, and portal problems all contribute to delays.
2. If your dependent’s information is missing from the SHA system, you might face difficulties in accessing care for them. Similarly, if you encounter problems with the Afya Yangu portal, your own registration and access to services could be delayed.
3. The report clearly demonstrates the urgent need to address the technical and logistical issues plaguing the SHA system. The high percentage of providers experiencing problems indicates a systemic failure that requires immediate attention.

Source; RUPHA survey report, Citizen digital.

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