Kenya’s Social Health Authority (SHA) has opened a nationwide survey seeking beneficiaries’ views on how they are accessing healthcare under the country’s new health insurance system, with the feedback expected to help identify service gaps and areas that need improvement.
In a notice dated September 15 and signed by SHA Chief Executive Officer Dr Mercy Mwangangi, CBS, the authority called on members who have used their SHA cover to take part in the Beneficiary Service Experience Survey.
SHA said the exercise would allow beneficiaries to give their views on the quality of care they have received, point out services that are working well and raise concerns about challenges encountered when seeking treatment.
“The Social Health Authority (SHA) invites beneficiaries to share their experience accessing healthcare services using their SHA cover. The survey seeks feedback on the quality of care received, areas that are working well, and areas that may require improvement. Your feedback will help SHA strengthen service delivery and improve the healthcare experience for beneficiaries.”
The survey comes as SHA continues to manage the health insurance reforms introduced as part of Kenya’s Universal Health Coverage programme following the replacement of the National Health Insurance Fund (NHIF).
SHA formally took over the management of social health insurance from NHIF on October 1, 2024. The new framework was built around three funds: the Primary Healthcare Fund, the Social Health Insurance Fund and the Emergency, Chronic and Critical Illness Fund.
The reforms were introduced with the wider aim of reducing the cost of healthcare for households while widening access to essential medical services.
The programme has since grown to cover millions of Kenyans. The Ministry of Health reported in June 2026 that 31.39 million people had registered under SHA, while Sh147.37 billion had been paid in claims since its introduction.
The ministry also reported that 11,034 health facilities had been contracted under the programme.
SHA's coverage has also been extended through specialised schemes targeting specific groups. In April, the government said 138,283 officers and their dependants from the National Police Service and Kenya Prisons Service had been enrolled under the Usalama Cover.
At the time, the Health Ministry said more than 30 million Kenyans were registered under SHA.
With the programme reaching a growing number of beneficiaries, the latest survey is aimed at gathering information from members who have directly interacted with the system and received healthcare through their cover.
SHA urged beneficiaries to give an honest account of their experiences, including what worked well and what they believe should be changed.
“You’ve used your SHA cover. Now tell us how it went. What worked? What needs to improve? We want to hear from you. Take a few minutes to complete the SHA Beneficiary Service Experience Survey linked below.”
The request for feedback follows other efforts by the government to deal with challenges reported under different medical schemes operating through SHA.
In March, the Health Ministry said more than 227,000 teachers had received healthcare through the Mwalimu Comprehensive Medical Cover after its transition to SHA in December 2025.
The government also acknowledged operational and data-management challenges affecting the scheme and said steps were being taken to improve beneficiary education and access to patient portals.
In April, the government announced additional measures to address access problems under the Public Officers Medical Scheme Fund. The measures included the creation of a rapid-response desk and changes to tariff arrangements.
The latest survey will give SHA another avenue to gather information directly from beneficiaries about their experiences at healthcare facilities.
The responses are expected to help the authority establish which parts of service delivery are working effectively and where members continue to face difficulties.
“We encourage all beneficiaries to take a few minutes to share their experience.”
Beneficiaries have been directed to submit their responses through an online Microsoft Forms platform.
SHA said members seeking more information or assistance can contact its customer service team through [email protected] or its toll-free number 147.
The authority operates under the slogan “Bima Bora, Afya Nyumbani” and said feedback from beneficiaries would support efforts to strengthen service delivery as Kenya continues implementing its new healthcare financing framework.
The survey will therefore provide SHA with direct views from members on the practical experience of using the new system and help point to areas that may require further attention.