Jaramogi Oginga Odinga Teaching and Referral Hospital in Kisumu has faced growing criticism online over alleged poor services and treatment of patients. A social media user recently shared their experience at the facility, prompting others to narrate similar experiences. The backlash comes during Customer Service Week, when the hospital has been undertaking activities to improve patient experience. The hospital serves as a major referral facility in western Kenya.
The online backlash against the hospital reportedly began after a social media user complained about the services received by a patient who eventually died at the hospital. The user raised concerns about the treatment they received and the conduct of some staff, describing them as unhelpful in their interactions with patients. The complaint gained traction online, with other Kenyans joining the conversation and sharing similar experiences.
The hospital's corporate communications department reportedly contacted the concerned user privately, urging them to pull down the post instead of publicly addressing the complaint. According to screenshots and accounts circulating online, the communication appeared to shift responsibility to the complainant. Some users also criticised the language used in the response and questioned whether it was appropriate for a senior communications official at a national referral hospital.
The growing online criticism triggered claims that the hospital had engaged Kisumu-based bloggers and influencers in an apparent effort to manage the negative publicity and contain the backlash. The controversy has coincided with the ongoing Customer Service Week, during which the hospital's management and staff planted 100 trees within the facility's compound.
However, some Kenyans online questioned whether the institution could have prioritised initiatives directly addressing patients' concerns and improving their experience at the facility. Others wondered why the hospital could not consider initiatives like free medical camps. Many expressed concerns that the hospital's efforts to improve customer service seemed inadequate.
JOOTRH is currently headed by Dr Joshua Clinton Okise, who serves as the hospital's acting chief executive officer. Okise took over the leadership of the facility in August 2025 after his predecessor, Dr Richard Lesiyampe, was appointed Acting CEO of Kenyatta National Hospital. Lesiyampe had served as JOOTRH's CEO for about 18 months.
The hospital was elevated to Level 6 status in June 2025, following its transition from a county-managed facility to a national teaching and referral institution. The upgrade was expected to strengthen its capacity to offer specialised healthcare, training, and research. Despite this, the hospital continues to face criticism over its services, highlighting the need for improvement.
Key points
- The hospital's management has faced criticism for its response to online complaints.
- The hospital has been undertaking activities to improve patient experience during Customer Service Week.
- The hospital was elevated to Level 6 status in June 2025 to strengthen its capacity to offer specialised healthcare.
