Visiting hours, admission, insurance and what to bring
Practical information for patients and accompanying family attending Ndengera CBC Polyclinic.
- Emergency & Maternity
- 24/7 Walk-in
- Accepted Insurers
- 18
- Lab Turnaround
- 30–60 min
When to call an ambulance instead of travelling
Emergency and maternity are open at every hour and need no appointment. In the conditions listed below, do not drive the patient yourself: call for an ambulance so that treatment begins on the way.
Call, do not travel, for:
- Chest pain, or pain spreading to the arm or jaw
- Difficulty breathing, or breathing that is fast and laboured
- Bleeding that does not stop with firm pressure
- Loss of consciousness, or a person who cannot be woken
- A convulsion, or a fit that does not stop
- A serious injury, a road accident, or a severe burn
- Sudden weakness on one side, a drooping face, or slurred speech
- Heavy bleeding in pregnancy, a fit in pregnancy, or labour with complications
No appointment, no insurance card and no payment is required before a patient is seen in an emergency. Documents are completed after the patient is stable.
Visiting hours for observation & maternity wards
Visiting schedules at Ndengera balance family support with quiet rest and clinical recovery for admitted patients.
06:00 – 07:30
Morning visiting period, before the physician ward round begins.
12:00 – 14:00
Midday visiting period, for meals, newborn visits in maternity and discussion with nursing staff.
17:00 – 20:00
Evening visiting period. Quiet hours begin at 20:00 for all wards.
Accepted insurance partners & medical schemes
Ndengera cooperates with statutory public health funds and recognized private insurers in Rwanda. Direct billing applies at the pharmacy and consultation desks.
Present your national ID and current affiliate card at reception on arrival. Our admissions team verifies eligibility on the spot.
RSSB
Public scheme
MMI
Public scheme
Radiant Insurance
Private insurer
Britam
Private insurer
Prime Insurance
Private insurer
Old Mutual
Private insurer
Eden Care
Private insurer
Serena Insurance
Private insurer
AXA
Private insurer
Equity
Corporate agreement
Urwego Finance
Corporate agreement
SINELAC
Corporate agreement
Uzima
Corporate agreement
Private Sector Federation
Corporate agreement
Rwanda Bar Association
Corporate agreement
UNHCR
Referred patients
Africa New Life
Referred patients
Ubuzima Bwiza Foundation
Referred patients
What to bring for your visit or admission
Identification
National ID (Indangamuntu), passport, or birth registration certificate for minor children.
Insurance Documentation
Valid medical affiliate card, insurance membership number, or stamped transfer form (for CBHI Mutuelle).
Medical Records
Previous prescription slips, ongoing chronic medication packs, diagnostic lab reports, or your green CPN booklet.
Personal Essentials
Comfortable clothing, personal toiletries, and a designated family companion if staying in the observation ward.
Patient rights & dignity at Ndengera
We hold ourselves to strict standards of clinical transparency, human respect, and confidentiality.
Strict Medical Privacy
Your diagnosis, lab results, and consultation records are strictly confidential and protected by national medical privacy laws.
Informed Consent & Clarity
Every test, scan, and medication is explained in plain language — Kinyarwanda, English, French, or Kiswahili — so you can make informed decisions.
Equal & Respectful Care
Care is provided without discrimination on grounds of origin, social background, belief or ability to pay.
What we ask of patients
Rights carry matching responsibilities. These four help the clinical team treat you safely.
- 01 Give an accurate history, including every medicine and traditional remedy being taken.
- 02 Follow the agreed treatment, and say so if it is not being followed.
- 03 Respect other patients, staff and the quiet of the wards.
- 04 Settle the amount due, or agree an arrangement with the billing desk before discharge.
What happens when a patient is admitted
Admission is decided by the treating clinician. The steps below apply to every ward.
On admission
Report to the admissions desk with a national ID and insurance document. A bed is allocated, consent is taken and one next of kin is recorded.
During the stay
A physician reviews every patient each day. One attendant may stay overnight. Treatment, observations and any change in the plan are recorded in the patient file.
On discharge
Discharge is authorised by the treating clinician. The patient leaves with a discharge summary, their prescriptions, a follow-up date and, where needed, a referral letter.
Information patients are entitled to
Complaints and feedback
A complaint may be made in person at reception, by telephone, in writing, or through the suggestion box in the waiting area. It is logged on the day it is received and answered within fourteen days. Making a complaint does not affect the care a patient receives.
Accessibility
The main entrance is step-free and a ramp serves the consultation block. Wheelchairs are available at reception, and parking is provided next to the entrance. Staff communicate in Kinyarwanda, English, French and Kiswahili, and a patient may be accompanied by someone who assists them.
Infection prevention
Instruments are sterilised in a validated autoclave cycle and each load is recorded. Visitors clean their hands at the ward entrance. Anyone with a fever, a cough or diarrhoea should not visit an inpatient. Children under fourteen are not admitted to the wards as visitors.
Medical confidentiality
The medical record is confidential. It is seen only by the staff treating the patient, and is released to anyone else — including a relative, an employer or an insurer — only with the patient's written consent, or where Rwandan law requires it. A patient may request a copy of their own record at reception.
For referring clinicians
A referral may be sent by telephone to reception or carried by the patient. A referral letter should state the presenting problem, findings to date, treatment already given and the reason for referral. A reply letter is issued to the referring clinician on the patient's discharge or after the consultation. Cases beyond this facility are referred onward to the district hospital or to a referral hospital in Kigali.
Frequently asked questions by patients
Answers to common questions about appointments, laboratory turnaround, emergency walk-ins, and payments at Ndengera.
Do I need an appointment for emergency triage or labor?
No. Emergency triage and the maternity labor ward are open 24 hours a day, 365 days a year. Walk in immediately without a prior booking.
How quickly are diagnostic laboratory test results ready?
Routine blood tests, malaria microscopy, and other common panels are validated on-site within 30 to 60 minutes so you can see your doctor on the same visit.
Can I use CBHI Mutuelle de Santé at Ndengera?
Yes. Mutuelle de Santé is accepted when accompanied by a valid health center transfer sheet. In life-threatening emergencies, patients are stabilized immediately regardless of documentation.
What if I don't have any of the accepted insurance schemes?
You can pay directly at our transparent, Ministry of Health regulated rates via Mobile Money (MoMo) or cash, with a clear receipt for every service.
Plan your visit to Ndengera Polyclinic.
Request a consultation online, or contact the reception desk.