We have structured our modus operandi to ensure our patients get quality and affordable healthcare treatment.

Summary

We think only of the best ways to serve you best and bring you quality and affordable health care. Below we have listed in summary our modus operandi for enrollees in a bid to serve you better;

  • Complete a biometric form;
  • One form for each family
  • Passport photograph of self and dependants
  • Preferred choice of health provider
  • Enrollee education
  • Premium payment.
  • Serene Healthcare card issued to enrollee.
  • Enlisting with a provider.

Eligibility

Only the principal insured, spouse, and four biological children are classified as members of one family, Individual policies will be prorated, premiums will be taken for other family dependents that are not included. Below is our eligibility procedure;

  • Agree on a benefit package to be purchased.
  • Agree on a premium to be paid.
  • Agree on terms of contract.
  • Make premium payment to Serene Healthcare.
  • Return filled out form with passport picture of all principal insured and their dependants.
  • Give a moratorium period of 72 hours (3 days) for production of ID cards.
  • Sending out of ID cards to all registered enrollee.
  • Preparation and sending out of enrollee lists to hospitals.

Note: All pre-existing medical conditions ought to be clearly stated on the registration form. Failure to do this invalidates the contract.

Access To Care

  • Prior to accessing care, an enrollee form will be held to acquaint the staff with the process of accessing care and introduce them to the providers that will be treating them.
  • On getting to the hospital, present an ID card and request for medical attention.
  • In emergencies, however, clients can access care in any center.

Quality Assurance

  • With our commitment to standards, all hospitals under our network must meet very stringent standards according to our provider rating.
  • Constant re-certification to assert standards of these hospitals will be done quarterly.
  • Staff of our partner hospitals will be sent to Serene Healthcare head office for training and update of knowledge.
  • We will ensure that the different providers stick to their different levels of care.
  • The primary care providers (gatekeepers) will handle only simple and uncomplicated cases.
  • The secondary care providers will handle all secondary cases which include complications arising from primary cases, surgeries and procedures.
  • The tertiary care providers will handle major surgeries

Emergencies

In emergency medical situations, enrollees are to follow the process outlined below;

  • Contact Serene Healthcare call center immediately (call: 09135453188, 09135178377, 08029352280 or 08033707662).
  • Arrangements will be made by Serene Healthcare to move enrollee to an appropriate center.
  • However, if a patient had already been moved to a hospital that is not on the network before RC is contacted, enrollee will be evacuated as soon as possible to an appropriate center.
  • If on the other hand, enrollees accessed care and paid at the point of service, reimbursements will be made as soon as claims are verified or vice versa.

After Sales Service

We have a vibrant after sales department that pro-actively anticipates and attends to clients’ issues before they occur. Below is what our after sales service looks like;

  • Provider survey: On a quarterly basis, questionnaires will be distributed to all enrollees to assess the level and degree of satisfaction with services offered in various centers.
  • 24 hour call center which can be called in emergencies or when enrollees have problem accessing care.