Accessibility Statement

Our Commitment to Accessibility and Inclusion

Grand RoyalCare Medical is steadfastly committed to ensuring that our healthcare services, facilities, and digital platforms are accessible to all patients, visitors, and community members, including persons with disabilities. We believe that quality healthcare is a fundamental right that must be available to everyone, regardless of physical, sensory, cognitive, or other abilities.

Our accessibility commitment aligns with Kenya's legal framework, including the Constitution of Kenya 2010, the Persons with Disabilities Act 2003 (revised 2025), and the Kenya National Patients' Rights Charter 2013, which guarantee equal access to healthcare services and public amenities for all citizens.

As a Level 4 healthcare facility serving the greater Eldoret region, Grand RoyalCare Medical recognizes our responsibility to provide barrier-free healthcare environments that enable persons with disabilities to access our services with dignity, independence, and confidence.

Physical Accessibility Features

Building and Facility Access:

• Multiple accessible entrances with automatic sliding doors

• Level pathways and gently sloped ramps (maximum 1:12 gradient) leading to all building entrances

• Tactile guidance strips and contrasting floor markings for persons with visual impairments

• Adequate lighting throughout all access routes and building interiors

• Non-slip flooring materials in all common areas and patient care zones
   

Vertical Accessibility:

• Hospital lifts available on all floors with extra-wide doors to accommodate stretchers and wheelchairs

• Lift control panels with Braille markings and audio announcements

• Stairwell handrails on both sides with tactile indicators at the beginning and end of each flight

• Emergency evacuation procedures specifically designed for persons with mobility limitations
   

Accessible Restroom Facilities:

• Wheelchair-accessible toilets on every floor with sufficient turning space (minimum 1.5m diameter)

• Grab bars installed at appropriate heights (700-800mm) beside toilets and in shower areas

• Adjustable-height sinks and automatic sensor faucets

• Emergency call systems in all accessible restrooms

• Adult changing tables available in selected family restrooms
   

Parking and Transportation:

• Reserved parking spaces for persons with disabilities located closest to main entrances (minimum 5% of total parking capacity)disabilityin+2

• Van-accessible parking spaces with additional clearance for wheelchair lifts

• Clearly marked accessible parking with proper signage and pavement markings

• Covered walkways from accessible parking to building entrances

• Drop-off zones designed to accommodate accessible vehicles and ambulances
   

Communication and Information Accessibility

Visual Accessibility Support:

• Large-print versions of all patient forms, brochures, and informational materials

• High-contrast signage with clear, sans-serif fonts throughout the facility

• Audio descriptions available for educational videos and multimedia presentations

• Screen reader compatibility for all digital patient information systems

• Magnifying devices available at reception and patient registration areas
   

Hearing Accessibility Support:

• Hearing loop systems installed in waiting areas, consultation rooms, and auditoriums

• Sign language interpreters available upon request (48-hour advance notice preferred)

• Visual alert systems integrated with fire alarms and emergency notifications

• TTY/text telephone devices available at information desks

• Written communication options for all verbal instructions and medical information
   

Cognitive and Neurological Accessibility:

• Clear wayfinding signage with pictographic symbols and simplified language

• Quiet spaces available for patients with sensory processing sensitivities

• Flexible appointment scheduling to accommodate varying attention spans and processing needs

• Simplified consent forms and medical information in plain language

• Patient advocates available to assist with understanding complex medical information
   

Assistive Technology and Equipment

Mobility Assistance:

• Wheelchairs and mobility scooters available for loan during facility visits

• Transfer boards and hoyer lifts in patient care areas

• Adjustable-height examination tables in all clinical areas

• Accessible medical equipment including scales, imaging machines, and diagnostic tools
   

Communication Aids:

• Augmentative and alternative communication (AAC) devices for patients with speech difficulties

• Picture communication boards for basic medical needs and requests

• Translation services for persons with intellectual disabilities requiring simplified communication

• Technology support for patients who use personal communication devices
   

Staff Training and Sensitivity

All Grand RoyalCare Medical staff members receive comprehensive disability awareness training that includes:

Clinical Competency Training:

• Proper techniques for assisting patients with various types of disabilities

• Communication strategies for interacting with persons with sensory, cognitive, or speech impairments

• Understanding of disability etiquette and person-first language

• Emergency response procedures for patients with disabilities
   

Legal and Ethical Requirements:

• Understanding of disability rights under Kenyan lawnew.kenyalaw+1

• Patient confidentiality considerations specific to disability-related information

• Anti-discrimination policies and procedures

• Reasonable accommodation processes for patient care needs
   

Ongoing Professional Development:

• Regular updates on best practices in accessible healthcare delivery

• Cultural competency training regarding disability communities

• Collaboration with disability advocacy organizations for continuous improvement

• Feedback integration from patients with disabilities to enhance service quality
   

Website Accessibility Standards

Grand RoyalCare Medical's website is designed to meet international accessibility standards and provide barrier-free access to health information and services:

Technical Accessibility Features:

• Web Content Accessibility Guidelines (WCAG) 2.1 AA compliance

• Screen reader compatibility with proper heading structure and alt-text for images

• Keyboard navigation support for users who cannot use a mouse

• Adjustable font sizes and high-contrast color options

• Consistent navigation structure throughout all pages
   

Content Accessibility:

• Plain language used in all health information and service descriptions

• Video content includes captions and transcripts

• Audio content includes written transcriptions

• Forms designed with clear labels and error messaging

• Alternative formats available for downloadable documents (HTML, large print, audio)
   

User Support Features:

• Live chat support with text-based communication options

• Contact forms accessible via keyboard navigation

• Phone numbers for users who prefer voice communication

• Email support for detailed inquiries and documentation requests
   

Patient Rights and Advocacy

Every patient at Grand RoyalCare Medical, including persons with disabilities, has the right to:

• Receive healthcare services without discrimination based on disability status

• Request reasonable accommodations for medical appointments and procedures

• Have personal care attendants or support persons present during treatment

• Receive medical information in accessible formats

• Participate fully in healthcare decision-making with appropriate supports

• File complaints about accessibility barriers without fear of retaliation
   

Accommodation Request Process:

1. Patients may request accommodations at the time of appointment scheduling or upon arrival

2. Our patient services team will work with clinical staff to arrange necessary supports

3. Accommodations will be provided at no additional cost to the patient

4. Follow-up evaluation ensures accommodation effectiveness and patient satisfaction
    

Emergency Accessibility Procedures

Grand RoyalCare Medical maintains specialized emergency response protocols for patients and visitors with disabilities:

Evacuation Procedures:

• Visual and audible alarm systems to alert all persons of emergencies

• Designated staff members trained in disability-specific evacuation techniques

• Evacuation chairs and emergency communication devices in stairwells

• Safe refuge areas on each floor for persons who cannot use stairs

• Clear evacuation route markings with tactile and visual indicators
   

Emergency Communication:

• Multiple communication channels (visual, auditory, tactile) for emergency announcements

• Sign language interpreters available for emergency situations

• Written emergency instructions provided in multiple formats

• Family notification systems for patients with cognitive disabilities
   

Continuous Improvement and Feedback

Grand RoyalCare Medical is committed to ongoing accessibility improvement through:
Regular Accessibility Audits:

• Annual facility assessments conducted by certified accessibility consultants

• Patient feedback surveys specifically addressing accessibility needs

• Staff recommendations for accessibility enhancements

• Technology updates to maintain current accessibility standards

Community Engagement:

• Partnership with local disability advocacy organizations

• Participation in accessibility awareness events and training programs

• Advisory committee including persons with disabilities providing guidance on facility improvements

• Regular community forums to gather input on accessibility needs

Policy Development:

• Periodic review and update of accessibility policies and procedures

• Integration of universal design principles in facility renovation and expansion projects

• Staff feedback mechanisms for identifying accessibility barriers

• Benchmarking against national and international accessibility best practices
   

Feedback and Support Mechanisms

We actively encourage feedback about accessibility at Grand RoyalCare Medical and provide multiple ways to submit comments, suggestions, or concerns:

Immediate Assistance:

• Reception staff available 24/7 to provide accessibility support

• Patient advocates accessible during business hours for accommodation requests

• Clinical staff trained to address accessibility needs during patient care

• Emergency accessibility support available through our main telephone lines
   

Formal Feedback Channels:

• Accessibility feedback forms available in multiple formats (print, digital, audio)

• Dedicated accessibility email address: accessibility@grandroyalcaremedical.ke

• Anonymous suggestion boxes located throughout the facility

• Patient satisfaction surveys including specific accessibility questions
   

Follow-Up and Resolution:

• All accessibility concerns acknowledged within 24 hours

• Investigation and response provided within 5 business days

• Implementation timeline provided for necessary accessibility improvements

• Follow-up contact to ensure satisfactory resolution
   

Legal Compliance and Standards
This accessibility statement demonstrates Grand RoyalCare Medical's compliance with:
 

• Persons with Disabilities Act 2003 (Kenya): Ensuring reasonable access to healthcare facilities and servicesnew.kenyalaw+2

• Constitution of Kenya 2010: Upholding equality and non-discrimination principles

• Kenya National Patients' Rights Charter 2013: Guaranteeing accessible healthcare for all patientsamcoa

• Building Code accessibility requirements: Meeting structural accessibility standards for public buildingsbusinessdailyafrica

• International accessibility standards: Aligning with global best practices in healthcare accessibility
   

Contact Information for Accessibility Support

For accessibility-related questions, accommodation requests, or to provide feedback about our accessibility features:
Accessibility Coordinator
Grand RoyalCare Medical
Off Eldoret-Kisumu Road
Next to Eldoret National Polytechnic
Eldoret, Kenya
Phone: +254 788 111 123 / +254 722 520 131
TTY: Available upon request
Email: accessibility@grandroyalcaremedical.ke
Website: www.grandroyalcaremedical.ke
Office Hours: Monday-Friday, 8:00 AM - 5:00 PM

Emergency Accessibility Support: Available 24/7 through main hospital telephone lines
We welcome your feedback and are committed to making Grand RoyalCare Medical accessible to everyone in our community.