How to Change Hospital in NHIF

If you want to change hospital in NHIF (for outpatient services), this guide shows the exact steps using USSD, app or self-care portal.

Quick Answer — At a Glance

1. Dial *155# → enter your ID → choose “Change Out-patient Facility.”

2. Or log in to the NHIF “My NHIF” app, go to “Other Services” → “Change Outpatient Facility.”

3. Or access NHIF Self-Care portal online → verify using OTP → select new hospital.

4. Confirm change; you’ll receive notification when successful.

Step-by-Step Guide: How to Change Hospital / Outpatient Facility

1. Ensure your mobile number is updated in NHIF records

   • If your phone number is not registered or outdated, you’ll not receive OTPs required for these changes.

   • To update, visit an NHIF office, use customer care toll-free line 0800 720 601, or email customercare@nhif.or.ke. NHIF+1

2. *Using USSD (155#)

   • Dial *155# on your mobile phone. JITIMU+1

   • Choose your language (English/Kiswahili).

   • Enter your national ID.

   • OTP is sent to your registered number; enter it to verify.

   • Select “Choose Out-Patient Facility” or “Change Out-Patient Facility.”

   • Search for and select your preferred hospital/facility (for yourself and/or dependents).

3. Via NHIF App (“My NHIF” / Self-Care App)

   • Download or open the NHIF Self-Care / My NHIF app from Play Store or App Store. JITIMU+1

   • Login with your ID and request OTP.

   • Navigate to “Other Services” → “Change Outpatient Facility” (or similar).

   • Select the hospital/clinic of your choice and confirm.

4. Using the Online Self-Care Portal

   • Visit the NHIF Self-Care portal on NHIF’s official website. Education News Hub+1

   • Enter your ID number, verify via OTP.

   • Access the section for your facility choice.

   • From the list of contracted hospitals/facilities, pick the one you prefer.

5. Waiting for Activation / Effective Date

   • Changes are processed immediately or within a short period, depending on NHIF policy.

   • Note: there may be specific periods or windows for changes, especially under certain NHIF schemes (e.g. quarterly changes). JITIMU+1

Important Notes & Tips

• You can only select/change your out-patient facility; inpatient services are available at any NHIF-accredited hospital. NHIF

• NHIF has windows (quarters) during which facility changes are allowed; sometimes there are deadlines. JITIMU+1

• Ensure the hospital/facility you choose is accredited by NHIF and within your county (or easily accessible).

• Keep proof of change (notification or screenshot) in case there are issues when accessing services.

FAQs

Q: Can I change hospital any time I want?
A: Yes, but outpatient facility changes are restricted to certain periods (e.g. quarterly) under some NHIF schemes.

Q: Do I have to visit an NHIF office to change hospital?
A: No, you can do it via USSD (*155#), via the NHIF app, or the Self-Care portal — no need to physically visit unless your mobile number is not updated or there are other issues.

Q: Will the new hospital be active immediately?
A: Usually once you confirm change and it’s processed, but it depends on when the change window is and the NHIF policy.

Q: Can I change for my dependents too?
A: Yes — during the facility change process, you’ll have options to change hospital for any dependents linked to your NHIF membership.

Q: What if the hospital I want doesn’t show up in the list?
A: That means it likely isn’t NHIF-accredited for outpatient services. You can check the NHIF contracted facility list or contact NHIF customer service.