"ALL THAT GLITTERS IS NOT GOLD" This hospital seems to be a classic example of this proverb. It's new and looks modern, clean and superb and has no long queues (understandable if you read till the end) but it performs below expectations in service delivery. Snail slow service yet customers are few and some doctors handle patients in a shady way which makes me think that they mostly employ inexperienced doctors. I have visited this hospital several times since it opened and even aired my criticism face-to-face to some staff and always get the generic responses of "thanks, we are working on correcting the deficiencies" but unfortunately nothing changes. How many years will it take to correct the deficiencies? It's a real pity that an investment of this magnitude that is supposed to be Level 5 hospital in Kenya (just below the highest, Level 6) performs miserably and the owners never take complaints seriously.

A legacy of care as it is claimed. The facility has great front office service with a team who are quick to help. Even the security team are professional. Unlike other facilities who have security at the reception, AAR Hospital has a team of front office persons to help the clients. Additionally, the hospital had a great nursing service. for those looking for a facility with less quick and prompt service AAR is the place

Worst customer care service…ticket system does not work…basic outpatient work takes 3 hours to just see a GP with 1hour at the waiting area as friends of the receptionists keep skipping the line…great facilities but very poor customer care.

Unprofessional medical staff. Lack of support during labor and delivery. Very slow response of nurses during labor. It felt like we are disturbing staff when asking for assistance- it’s like they are doing you a favor. Please to anyone coming to deliver here I advice do not come to this institution- very disappointing

Interms of the facility, its 5 star. Interms of service its 2 star. There really need to work on their slowness to attend to patients. The facility doesn't match the service.

The labaratory service will have you curse why you attended this hospital especially as an outpatient, tell me why you have to wait over 2 hours for a sample to be taken, and you still have to wait for results, waiting for results to be out is okay but over 2 hrs with no que for a sample to be taken???? Crazy!!

Slow service, poor customer service!!!if you have an emergency you're better off going to another hospital.Beautiful facility.... please convert it to a hotel!!!

Poor service. Rude male receptionist. Unbothered, bored staff. I was admitted here back in 2022 and literally couldn't believe it, the hospital was merely a 4-star hotel lodging had to be ambulated to MP Shah for the most basic of services at my cost. It took daysto see an actual physician as the physician I saw wasn't resident to the hospital. Management please take these reports seriously, you've made a tremendous investment in infrastructure I'd hate to see it go to waste. As for me, I now invest in driving further down to better equipped hospitals with in house equipment, specialists and consultants until you get your act together and offer world class service. Cheers! #gonewiththe wind

Slow service, the doctor doesn't follow the queue, just pathetic. The supervisor just insisting they're following the queue yet they aren't. Nkt. The triage and front office staff, excellent customer service. Set aside at least 5 hours for the whole process. Aga Khan with their queues are actually faster and more efficient. Imagine that.

I had the best experience at the hospital, very clean and quiet, had my baby there through Cs, the nurses at the maternity ward, may God bless you.. Had my Doctor Doc Michieka, he's the best Gynecologist,can always recommend, straight forward and and very helpful in all aspects. Discharge procedures from accountants was surprising fast... I was very impressed with everything

Sunday 16th My first time here. Great establishment interms of infrastructure. Poorest service. Extremely slow, unbothered staff. Nothing good here. Can do better!

Terrible. We left!!!! It takes hours for you to be attended to, there's serious staff shortage. Took us 2hrs to see a Dr and the Dr sent us to scan and there was no one to do that for about an hour and when the lady arrived, the Dr hadn't even posted the scan request online. So we were to go back to see the doctor. We left, I was very sick and tired by this time. Please don't go there.

I came here twice, simple lab tests take forever to reflect results despite being the only patient in the hospital….N/B, I visted the hospital at around 1am at night.👎🏾

Very slow service. Why have a ticket system if you aren't going to use it?

Beautiful facility, advanced systems, beautiful staff and then there's this lady at the Speciality Triage - Nyambura, you will point out a disappointment & she will argue you out!! I dislike going to the Speciality Triage and I wish you could do better with another personnel there!!

Dr. Rabia Hassan is the best paeditrician,.... I have been to this hospital so many times but the ladies at the Pharmacy take forever to attend to someone and they are full of attitude Tue Nov 29th 2022 ,the lady that came to the shift at 4pm is the worst.

Dr mwendo Catherine is the best pediatric. She attended to us very well and helped my baby...but pharmacy took alot of time attending to us, the receptionist who was supposed to confirm for us if the medication is approved from jubilee insurance took forever to attend to us and she was very arrogant she didn't care.....we arrived at the hospital with my mum and my baby at 2:00pm and left the hospital at 6:30pm just waiting for approval.....we were very disappointed.....

Excellent and new facility. Very friendly and professional staff Dr Mariam and Kevin at Radiology were ultimate professionals. Glad to have it as my local hospital

Very poor customer service....am a continuing patient at the facility but when I call to enquire drug usage I can't be assisted, I wonder if someone is only their patient while inside their premises

3 star Because of the pharmacist...never at desk... The hospital is very clean...!

I would not recommend anyone to visit this hospital it has incompetent staff .We arrive to hospital at 8pm with my daughter who got a burn and needs attention .The queue machine does not work and the admin staff don't bother to help some visibly without clients .I walk to them and they offer to help fill in a form .within 30 mins a nurse attends to us and sends us to wait for the doc .the doctor then calls us in after 10 mins attends to my daughter and advises us to wait for triage who will perfom the procedure. I get curious but I decide to follow instructions. at 8.5ppm we get to the reception and wait to be called back to triage..I get impatient and ask one staff at 9.45 what it's taken this long and he decides to check , he comes and asks us to see the Nurse .We go in and nurse tells us she is afraid they don't have stock for wound dressing .Wow ! We wait for close to two hours to be told we cannot get service .Unbelievable for such a beautiful facilities .Such medical institutions needs to be properly audited to ensure good service .My last day to visit the institution .what a waste of time !!!!!

We received the best care from your team at Furaha Ward. I would highly recommend.

Very slow and arrogant staff, something has to be done. I will never set my foot there ever again.

On my last visit we had to complain to reception so that we could get served, vowed never to come again. Then today we still get poor and slow service, definitely never coming back again.

The woman featured in this video is "Dr Belin". A WARNING TO EVERY FUTURE PATIENT. READ TO THE END. 2pm : we check in to Aar kiambu rd. 3hrs later : we get our results. This will be the beginning of our nightmare in this hospital. I am 100% convinced the doctors here are under qualified. Between 6_7 pm . An unqualified " dr Linda" decides my husband requires admission and not for one day but three days. In her own words " your husband has a severe infection" 7pm : "Dr Linda" shift ends and we are handed over to a :Dr Belin " 1hr later : admission processed and we're taken to our room . 8-9 pm : Nurse is reading out what medications my husband will be administered through the night. For a person diagnosed with severe infection, there was no mention of antibiotics anyway in his treatment. I ask the nurse, who now seemed Abit confused ( not her fault) she's following the doctors orders. " dr belin: this monster comes into the ward. I ask her, where is the antibiotic if my husband has severe infection. It was in this moment that my hubby decides to log into his email to pull up the results and sends them to my sis who's an RN. she asks to speak to the doctor to clarify what exactly my hubby is been admitted for. This supposed unqualified dr now shifts the narrative to he's actually been admitted for severe kidney damage. Note, my sis had spoken with Dr Linda outpatient before her shift end and she told her my hubby has severe infection. During admission, when we question the treatment, my sis is now told it's severe kidney damage. We send results to my sis who looks at the results and behold, there's barely any kidney damage. What he has was very normal when you have diarrhea. At this point " Dr Belin realizes she has been caught in a lie,malpractice and a complete lack of knowledge. We demand to see a third doctor. Dr Anita, still a doctor at AAR goes through the results and confirms my hubby had very very mild kidney damage that doesn't warrant admission. Yes had infection but his level of infection did not require admission. I mean this one doctor debunked all the lies put forth by Belin and Linda. Note ,,when Belin was caught in the lie, she became extremely rude, walked away from us while we were talking to her and she banged the door behind her leaving us stranded in the ward. We had put a deposit of 100,000k to this hospital. Ladies and gentlemen, the hospital had no intention of refunding this money. We had traveled to Kenya for a wedding and this hospital had zero intention in refunding our money until we had to file a legal case. My question is, how many people have been misdiagnosed in this hospital and treated for all the wrong reasons thinking they are getting treated but all they are getting are IV fluids for hydration and all. If I had zero knowledge on basic treatment, we would have been admitted with a fake diagnosis. If we didn't have a lawyer in place, we would have never gotten our money back. Kenyans beware of fake unqualified doctors in this hospital.

This is coming from A first time pregnant woman. Last weekend there was supposed to be a lamaze class which was communicated in a pregnancy opening at the AAR Kiambu Road Hospital that was there last weekend but one. So my husband and I woke up early in the morning last Saturday to attend the lamaze class at AAR Kiambu Road and canceled another lamaze class we were to attend that had been scheduled same day same time. When we got to AAR Kiambu Road, there were no signs of lamaze classes, so we go up to Furaha ward reception (which is on the left once you alight the lift) to confirm about the lamaze class only for us to be told to wait for the nurse at the reception to confirm which I found it very strange because I expected them to know if there is a lamaze class that morning. So we wait for like thirty minutes. The receptionist is just talking to her colleagues no communication to us. So my husband decides to go ask what the feedback is only to be told it was postponed to a date not known which was NOT communicated to us pregnant women. I don't know how we were expected to know with no communication. Instead of the receptionist nurse telling us earlier it's been postponed she just watched us wasting time sitted there waiting for feedback with no apology whatsoever. So I trusted their services and canceled my other lamaze class hoping I was choosing a better option but ended up loosing both lamaze class opportunities because of AAR KIAMBU Road's lack of communication and unprofessional is. I would not advice any pregnant woman to trust them with their services just go to other hospitals. This people will waste your time with no apology whatsoever. BE WARNED.

I feel the staff is incompetent and a total waste of time. Tomorrow I will go to a real doctor to figure out what it is that I have. I came into the hospital, visited a doctor, ran some test... Waited an extremely long time, and my problem was not identified. Was given some extra strong meds that knocked me out and still no solution or identification of my issue. Waste of time and money. Avoid this place.

If you want to waste your time, money not forgetting emotional torment then this is the perfect facility. Poor communication from reception to admissions not forgetting you’re a new parent you get discharged with a jaundiced child without the lady doctor carrying out any tests but you’re asked to observe and return if it gets high but how do you monitor that ? Once back there’s no pediatrician in house to assist so clinical officers keep making calls to get instructions on how and what to do which leads to admission for 2 more nights and then no doctor comes to verify if those levels are safe leaving you to seek guidance elsewhere. Some silly follow ups on how the experience was just coz they realized you’re gone and won’t be needing their services anymore. It’s all about money especially if you’re using insurance cover. It’s just a glorified village dispensary….