The Nairobi Hospital pharmacy, staffed by highly qualified professionals with specialized qualifications, takes pride in the quality of professional services offered to customers. The pharmacy is committed to providing efficient services to both in-patients and out-patients, whilst ensuring that treatment is safe and fitting. We dispense quality medicines at all our pharmacy outlets at the best price possible. Before stocking, medicines go through a vetting and approval process conducted by The Medicines and Therapeutic Committee, a body that plays vital governance, policy and support role for medicine use processes within the Hospital. All medicines and medical supplies are procured by the hospital from registered suppliers thereby always guaranteeing our patients quality medicines, considering the risk of counterfeit and substandard products in the industry.

The department has three distinct functions:

• Inpatient pharmacy services
• Outpatient pharmacy services
• Clinical pharmacy services

The pharmacy department consists of 16 pharmacy units:

• 9 units at the main hospital: - Inpatient Pharmacy, Main Pharmacy, A&E Pharmacy, Doctors Plaza Pharmacy, Anderson Pharmacy, Cancer Centre, Critical Care Unit Pharmacy, theatre pharmacies and the UN-East Wing Pharmacy (COVID-19 unit).
• 7 satellite pharmacies at the outpatient centres: Two at Galleria OPC, one at Warwick Centre, Capital Centre, Roselyn Riviera Mall, Southfield Mall and Kiambu Mall. They report directly to the OPC Unit Manager and do technical dotted line reporting to the Chief Pharmacist.

Manned by highly qualified professional staff with specialized certifications, The Nairobi Hospital Pharmacy prides itself in the quality of professional services offered to clients.

The department is staffed with two main staff cadres:

• Pharmacists with degree training in Pharmacy
• Pharmaceutical technologists with diplomas in Pharmacy.

In addition, we have specialized pharmacists who carry a master’s degree in Clinical Pharmacy.

Pharmacy Services

Our pharmacy services are available to both inpatients and outpatients.

24/7 pharmacy services

• Our pharmacy services are available to both inpatients and outpatients.

Local and international prescriptions

• We dispense medicines on valid prescriptions; both for patients seen at the hospital and those seen by doctors outside the hospital. Patients with prescriptions written by doctors outside of Kenya may have their prescriptions rewritten by our casualty doctors and consultants and dispensed in any of our outpatient pharmacy outlets.

100% prescription fill

• We take pride in our commitment to offer a 100% prescription fill for our clients, including importation of specialized and essential drugs that are not locally available for critical care and specific disease conditions.

Competitive prices

• The Nairobi Hospital offers very competitive prices for medicines due to the volume discounts and tender prices negotiated with suppliers, resulting in fair prices for patients.

Patient Support Services

Brown bag service

• A free service to patients and the general public who have excess or old medications that they are unsure about. Pharmacy staff provide medication sorting service (not exchange or refund) and provide information on the medications. Patients are encouraged to bring to the main pharmacy any drugs from home for identification and advice on use or safe disposal.

Door to door prescription medicine delivery service

• The pharmacy has introduced a new delivery service to allow patients convenient access to their prescription medicines, particularly those managing chronic diseases. Patients with valid prescriptions can choose to be served at our pharmacy outlets or have their medicine delivered to their office or residence. This service is available to both cash and 3rd party paying patients. For delivery, clients are first required to scan, fax, email, WhatsApp or deliver their prescriptions and claim forms to the main pharmacy. Various payment modalities are available including M-PESA pay bill, debit or credit card payment or insurance and company financial undertaking. Retail pharmacies and institutional clinics are also encouraged to contact The Nairobi Hospital Pharmacy for any prescription medicines they may not have in stock for their patients.

MAS Donation Program

• The Nairobi Hospital Pharmacy offers Glivec and other 2nd line drugs used in the treatment of Chronic Myeloid Leukaemia (CML) and Gastro Intestinal Stromal Tumors (GIST) for FREE on a humanitarian aid basis. This is done in collaboration with Novartis Pharma AG of Switzerland and The Max Foundation of USA, under MAX Access Solutions, formerly Glivec International Patient Assistance Program (GIPAP). The participating oncologists are Prof. Abinya, Prof. Riyat, Prof. Walter Mwanda and others.

Therapeutic Drug Monitoring

• This is a branch of Clinical Pharmacy that specializes in the measurement of medication levels in blood. In conjunction with the hospital’s Special Chemistry Section of the laboratory, the pharmacy provides Therapeutic Drug Monitoring Service with a focus on drugs with a narrow therapeutic index such as Digoxin, Gentamycin, etc. The objective of this service is to provide safer and more effective treatment and reduce drug related toxicity. The hospital also extends this service to patients seen in other hospitals and medical facilities.

Other services

• Extemporaneous preparations – especially for pediatric syrups that are not readily manufactured in standard formulations or strength e.g. Lasix suspension, Viagra suspension etc.
• Sale of medical devices such as surgical items, blood pressure machines, blood glucose testing kits, etc.
• FREE exchange of faulty or non-functional blood glucose testing machines in liaison with specific machine manufacturers or suppliers.

Drug information

• The Nairobi Hospital Pharmacy offers drug information to our patients, doctors and other healthcare providers free of charge.

Toxicology/poison information

• The pharmacy staff at the hospital are qualified to provide information to clinicians on poison management including identification and classification of poisons, clinical effects of exposure, treatment – both supportive and use of antidotes, as well as range of toxicity.

Quality Assurance

We ensure that the treatment dispensed is safe and appropriate. This is done in the following ways:

• The department has documented policies, procedures and work instructions that guide all the pharmacy processes. These are made available to all staff members who are encouraged to familiarize themselves with them:
• Before stocking, medicines undergo a vetting and approval process by an in-house committee, The Medicines and Therapeutic Committee.
• The Hospital procures all medicines and medical supplies only from registered suppliers thereby always guaranteeing our patients quality medicines, considering the risk of counterfeit and substandard products in the industry.
• The department has an elaborate staff induction and a continuous monthly educational program.
• The department engages hospital-wide quality committees including the Antibiotic Stewardship Task Group, Infection Control, ICU Users, among others.
• Customer and stakeholder feedback is encouraged – A questionnaire box is available at all outlets.

Pharmacy Patient Charter

Our customers are our priority. All Pharmacy service Waiting Areas display the Pharmacy Service Charter on the notice board for their customers. It highlights the following promises.

We promise:

• To dispense your prescription medicines within 15 minutes of presenting your prescription
• To ensure 100% prescription fill
• To explain instructions on medication use in a language you understand
• To anticipate and explain any delays
• To treat you with dignity and respect
• To accord you privacy during consultation
• To handle your information with confidentiality
• To provide you with a channel to give feedback about our services

Patients are expected:

• To present a valid prescription
• To provide full and accurate information
• To follow the recommended treatment instructions
• To contact their doctor or pharmacist for clarification on treatment
• To show respect and consideration for other patients and staff
• To settle their financial obligation

Statutory Requirements

Anchored on compliance and legal requirements, the Nairobi Hospital Pharmacy complies with:

• Pharmacy & Poisons Board Annual premise registration certificate
• Employment of only Pharmacy & Poisons Board registered pharmacists and enrolled pharmaceutical technologists
• Pharmacy & Poisons Board annual practice license for all staff in employment
• Import permits for any named patient’s medicine imports
• Approval for expired and damaged medicine disposal and incineration