SHA CEO Mercy Mwangangi: Hospitals should use official platforms for payment inquiries
By David Nthua, November 21, 2025The Social Health Authority (SHA) Chief Executive Officer (CEO), Mercy Mwangangi, has notified all healthcare providers in Kenya of new channels of communication.
Through a press statement posted on its Facebook page on Friday, November 21, 2025, SHA urged hospitals and other contracted facilities to use the official platforms for all payment-related enquiries.
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The move comes at a time when delayed payments have become a major concern among health facilities, with many struggling to keep services running smoothly.
In the statement, SHA made it clear that the newly established channels are meant to provide faster response, clearer follow-up, and improved coordination between the authority and healthcare providers.
“The Social Health Authority (SHA) wishes to notify all contracted Health Care Providers (HCPs) that dedicated communication channels have been established to support enquiries related to delayed payments,” the statement read.
To eliminate confusion and reduce back-and-forth, SHA listed the exact contacts that hospitals should now use.
“Official Contact Channels are: Email: payments@sha.go.ke, Telephone: 020 2731249,” SHA noted.
The authority further reassured facilities that the move is part of a broader effort to build trust and strengthen partnerships within the health sector.
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“SHA encourages all facilities to use these channels to ensure timely assistance and efficient follow-up.
“We remain committed to transparent communication and strengthening our partnership with providers as we continue to improve service delivery for all Kenyans,” the statement added.
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The notice was signed by Dr Mercy Mwangangi, CBS, who also reminded providers of the toll-free number 147 and SHA’s headquarters located at the SHA Building along Ragati Road.
This crucial notification comes as SHA continues to roll out key reforms aimed at improving efficiency and accountability.
Yesterday, the authority announced a new contribution refund system for members who overpaid or sent incorrect premium contributions, particularly those using mobile money platforms.
According to the earlier announcement, affected members are required to submit mobile money transaction statements, national identification cards or passports, and a formal letter addressed to the CEO to qualify for the refunds.
Documents can be sent via email or delivered physically at the SHA County Offices or Huduma Centres across the country.
Mwangangi maintained that refunds will only be processed after proper verification, advising members to ensure their documents are clear and legible.
The development also follows growing pressure from the Council of Governors, who have raised concerns over delayed claims payments, saying the situation has pushed public hospitals into billions of shillings in debt and disrupted service delivery.