We obtain records from Kenyan health facilities on your behalf, follow up until there is a final outcome, and deliver a file that is ready to use.
Even when the hospital has not responded. No wondering where it stands. No chasing us for an answer.
Our service fee applies only when records are obtained, and any deposit is refunded in full. Only unavoidable facility charges apply, passed on at cost with the receipt attached.
These are the standards we commit to on every instruction, set out so you can hold us to them.
If your matter is waiting on a hospital file, this is built for you.
Records arrive paginated and indexed, with a certificate recording how they were obtained and on what authority. Built to go into a bundle without your clerk reorganising it first.
Consistent turnaround on assessment files, so a claim is not held open because nobody could get the discharge summary. One invoice a month where volume justifies it.
Where a workplace injury claim or a fitness to work question needs the facility's own record rather than a summary the employee brought in. Handled with the consent on file.
Your own records are your right. The facility must answer you directly, at no charge, and the law gives it seven days. Ask us and we will tell you how to make that request and what to say, free of charge. If you would rather we did the chasing, that is our own professional service and it is charged for, payable in full before release.
None of this is difficult work. It is relentless work, and it has to be done by someone who will keep doing it after the third unanswered call.
That is a poor use of a paralegal with six other matters open, and it is the entire reason this service exists.
The Data Protection (General) Regulations 2021 set a seven day window for responding to a data access request. Many facilities still treat records requests as an informal courtesy with no deadline attached. A request that cites the right provision and arrives with the authority already in order moves differently. Getting that framing right the first time is most of the job.
Where something is harder than it looks, we say so at the outset rather than after you have paid.
Shorter to read now than to discover later.
Most retrieval services quote one number and let you discover the rest later. We split it, so you can see exactly what is ours and what is the hospital's.
Our work. Fixed per file and quoted before we start.
Money that belongs to someone else and passes straight through us.
Billed at cost, or as agreed in advance. The facility's receipt is attached to our invoice every time. We do not mark these up, and we do not earn anything on them.
Payable to the facility, through us| Service | Fee |
|---|---|
| Standard fileTen business days from the day the authority is confirmed. | KSh 3,500 |
| PriorityFive business days. Worth taking when a date is already fixed. | KSh 6,000 |
| UrgentThree business days where the facility will move that fast. We say honestly at the outset whether they will. | KSh 9,500 |
| Volume arrangementTen or more files a month, invoiced monthly on one statement. | KSh 2,800 per file |
| Certificate of how the record was obtainedSigned, covering the authority relied on, who released it and when. | Included |
| Follow-up after a facility misses its deadlineHowever long it takes. This is the part that usually costs you, and it is not billed separately. | Included |
| Where no records are obtainedWhatever the reason. Any deposit is refunded in full within five business days, and you still receive the written account of everything that was tried. | No fee |
Exclusive of VAT where it applies. One file means one patient, at one facility, for one period. If a matter needs records from three hospitals that is three files, and we will say so before starting rather than after.
Set by client type rather than negotiated case by case, so nobody has to ask what they are getting compared with anyone else.
| Client type | Payment structure |
|---|---|
| Individual patientsInstructing us directly to obtain a file on their behalf. | 100% before release |
| New law firmsUntil a working relationship is established. | 50% deposit, balance before release |
| New insurersSame basis as new firms. | 50% deposit, balance before release |
| Repeat trusted clientsOnce we have delivered for you reliably. | Invoiced after delivery, on agreed payment terms |
| Enterprise clientsFirms and insurers sending regular volume. | Monthly invoicing under contract |
Because both need to be true at once. The deposit covers the work that starts the day you instruct us, which is the part nobody sees. If we do not obtain the records, the deposit comes back in full within five business days and we keep nothing. Third-party charges already paid to a facility on your behalf are the one exception, and those are shown to you with the receipt before we pay them.
You receive a written account of what was requested, when, who was spoken to and what reason was given. That document is often more useful than the file would have been, because it puts the refusal on the record. There is no professional fee where no records are obtained, and any deposit is returned in full within five business days.
The turnaround we quote runs from the day the authority is confirmed, not the day you instruct us, because a defective consent is the most common cause of delay. Most standard files land inside ten business days. Where a facility is known to be slow we tell you before you pay, not afterwards.
Sometimes. Records from closed facilities usually sit with the county health office, a successor facility or occasionally a former director. It takes longer, and we will tell you at the outset whether we think it is realistic. We would rather decline than bill you for a search we do not expect to succeed.
Yes. Most of this work is correspondence and telephone follow-up, so location matters less than it used to. Where a physical visit is genuinely needed we agree it with you before travelling rather than after.
A signed patient consent naming the facility and the period, a court order, or a statutory power. If you do not have one yet, say so on the form and we will send wording that facilities in Kenya accept. Getting this right at the start is the single biggest thing that shortens the timeline.
Files sit in a workspace with per-client separation, every access is logged, and records are released only against a recorded authority. We hold the file for the period agreed in your engagement and then delete it. We act as a data processor on your instruction and will sign a processing agreement if your firm requires one. Records are not sent as ordinary email attachments.
We provide a signed certificate recording how the record was obtained, from whom, on what authority and on what date. Whether that satisfies a particular court is a question for you. We do not hold ourselves out as able to certify clinical content, and any certification the facility itself provides is passed on with the file.
Often you should not. If your clerk gets files back reliably, keep them on it. This tends to be worth buying when volume is uneven, when a matter sits in a county you do not know well, or when follow-up keeps slipping because there is always something more urgent. Send one file and judge it on that.
KSh 3,500 for a standard file, plus whatever the facility charges for copying, shown to you with the receipt. As a new firm you would pay half up front and the balance before release. If we do not obtain the records there is no professional fee and the deposit comes back in full. That is deliberately small enough to test us on a real matter rather than a trial one.
Because the work starts on the day you instruct us and most of it is invisible. Drafting the request correctly, verifying the authority and opening the file all happen before anyone at the hospital has replied. The deposit covers that commitment. If the records do not come, it is returned in full within five business days and we keep nothing. Once you have sent us a few files and we have delivered, you move to invoicing after delivery and the deposit stops.
No. Third-party charges are passed through at cost with the facility's receipt attached to our invoice, or on the basis we agree with you in advance. We earn nothing on them. Keeping our fee and their fee separate is the only way you can tell whether either is reasonable.
Deliberately no patient information on this form. We send a secure form for those once we have your instruction, so identifiable health data never travels through a public web page.
KSh 3,500 standard, and no professional fee if we do not obtain the records.