Country
Kenya
Currency KES
CALL TO MAKE A BOOKING: +254 111 013 900

FAQ

 

GENERAL 

Is Ponea Health a hospital? 

Ponea Health is not a hospital. We are an aggregator of healthcare services. We bring licensed, vetted and regulated health providers together under our digital healthcare platform. Our goal is to ensure access to medical providers is convenient, smooth and efficient for our patients. 
 

Are Ponea services free? 

No; in order to maintain our high standards of quality, we charge minimal facilitation fees to ensure exceptional care is delivered to our patients. 
 

How can  Ponea  help me as a patient?   

Ponea Health enables you as a patient to compare and choose between medical practitioners or hospitals based on your location, cost, as well as your preference for home care, teleconsltation or hospital visits. To book an appointment, select a service from the catalogue on this webpage. For any further assistance, including guidance from the medical professionals in our team, please call us on +254111013900. 
 

What medical services can I access through Ponea? 

Our healthcare service providers range across all disciplines and specialties. These include doctors, dentists, medical centers, hospitals, laboratories, radiology, imaging centres and pharmacies. We enable access to medical care from these professionals at medical facilities, and where available, at your home, hotel/ office, or via teleconsultation. 
 

How soon can I book an appointment? 

Based on the availability of our medical practitioners or medical facilities, we enable same day, next day, and future appointment booking requests  
 

What are your operating hours?   

Ponea Health operates 24 hours a day, 7 days a week, enabling our patients to make bookings whenever they require to. 
 

How are my medical records stored?   

Our patient data is stored in accordance with Data Protection Laws, and is encrypted to ensure utmost security of all the information we hold. 
 

Is my information shared? If so, with whom?   

Medical information held by Ponea Health is only accessible by you as the patient, the clinical members of our Concierge teams, and your doctor. 
 

If I can’t attend my appointment, can I reschedule?   

Yes, you can reschedule your appointment. We however require communication of the rescheduling at least 6 hours prior to your appointment so as not to incovenience our partnering healthcare providers. In situations where this condition is not met, a rescheduling fee will apply. 
 

Can I cancel my booking and if so, will I get a refund?   

Yes, you can cancel your booking. A cancellation fee may apply depending on the service in question. For more information, please refer to our Payment Methods, Cancellations, and Refunds Policy linked below: 
 
https://ponea.com/payment-methods-cancellations-and-refunds-policy 
 

Why was my appointment canceled?   

If your appointment was canceled without a request from you, please call us on +254111013900 or send us an e-mail at cs-ke@poneahealth.com. You can reach us 24/7.  
 

Where are Ponea Health offices located? 

Ponea Health is an aggregator of healthcare services. As such, we do not offer medical services at our offices. We have partner providers situated strategically at locations such as Parklands, Kilimani, Westlands, Upperhill and Karen among others. We also have over 350 services that can be accessed at the comfort of your home, office, or hotel. Should you need a health service, do not hesitate to contact us, or book online. 
 
For corporate enquiries, please give us a call on +254111013900. 
 
 

Can I use my health insurance cover to access services offered by Ponea Health? 

We are currently working on integrating our services with popular insurance companies in the next 3 months. At the moment, you can pay cash for the services with our insurance-accredited partner providers and then claim reimbursement from your insurance company. 
 

How can I find out the prices of health services provided by Ponea Health? 

To browse and compare the various services and price points, simply search for a service on our site or use our 'Browse By Category' tool. Our aim is to provide visibility of prices and location of services between service providers.  
 

I reside far from the city centre. Can I still access health services from Ponea Health? 

To cater to our customers who are situated away from the city center, we have over 350 services that can be accessed at the comfort of your home, office, or hotel. We are also continously onboarding new providers in more locations to increase our reach. 
 

If I have a complaint, who can I report it to? 

At Ponea Health, we consider all our customers VIPs and are keen to ensure our quality of service reflects this. Kindly call us on +254111013900 to share your feedback, and we will endeavour to make it right. 
 

Which counties in Kenya can I access Ponea services from? 

Ponea services are currently available within Nairobi and Mombasa counties. We are rapidly expanding our operations to other counties to provide access to health services at the comfort of your home, office or hotel. For any further information, do not hesitate to contact us on +254111013900. 
 

Can you recommend a doctor or facility that is highly rated? And how can you vouch for this?   

Prior to onboarding healthcare providers at Ponea Health, we carry out a vetting exercise to ensure they fully comply with  laws and regulations on healthcare provision. We go a step further and carry out periodic quality assessment to rate our partner providers through our Rapid Assessment Tool. This information is made available to the public on https://ponea.com to guide our patients in selecting services. We also collect feedback from our patients after each appointment to ensure exceptional quality of service.  
 

Can I book multiple services?   

Yes, our systems allows you to make more than one booking at a time. 
 

Can I book an appointment for my child under my name?   

Yes, children under the age of 18 will have their accounts under the guardian's account. 
 

How do I create my account?  

From the topmost navigation click on the ‘Login’ link. From the next page, click on the ‘Create account’ link; provide the requested data and finally click on the ‘Create Account’ button.   

 
What are the possible payment options?   

Our platform accepts MPESA, Credit and Debit Card, PESAPAL, and PAYPAL.   

 
How do I change my personal details?   

Log in to your account, navigate to the top right, click on your name and click on 'My Account' from the drop-down menu. On the 'My Account' page, click on  ‘My Profile’ and proceed to change your details.  

 
Can I delete my account?  

To delete your account, kindly contact Ponea support via  +254 111013900.  

 
How do I reset my password?  

If you are logged in to your account from the top-most navigation top right, click on your name and a drop-down will appear. Click on ‘My account’ then from the left navigation select the ‘My Profile’ link and proceed to change your password. 
 
If you have forgotten your password, click on the login button at the top of https://ponea.com and the click on 'Forgot Password'. Follow the on-screen prompts to complete the password recovery process.