What This Means for You
Jasmine Pharmacy is committed to providing safe, respectful, confidential, and accessible chronic-care pharmacy services.
As a patient, you have rights relating to the pharmacy services you receive, the information we hold about you, the confidentiality of your health information, and the way our pharmacists and staff interact with you.
You have the right to receive pharmacy services without unfair or discriminatory treatment, to receive understandable information relevant to your medication, to have your prescriptions handled accurately and lawfully, and to have your personal and health information treated confidentially.
You also have rights concerning your personal data under the Kenya Data Protection Act, 2019 and other applicable Kenyan health and privacy laws.
This policy explains these rights and the corresponding responsibilities of Jasmine Pharmacy and its patients.
1. Who This Policy Applies To
This policy applies to:
- patients receiving pharmacy services from Jasmine Pharmacy;
- parents and legal guardians acting for minor patients;
- caregivers or other authorised representatives acting on behalf of a patient; and
- persons otherwise lawfully authorised to exercise a patient's rights.
Jasmine Pharmacy is a specialist chronic-care pharmacy. This policy applies to the pharmacy services within our lawful and licensed scope.
This policy should be read together with our:
- Privacy Policy;
- Prescription & Dispensing Policy;
- Medical Disclaimer;
- Accessibility & Equal Access Policy;
- Delivery & Shipping Policy; and
- Refund & Cancellation Policy.
2. Legal and Professional Foundation
Patient rights at Jasmine Pharmacy arise from a combination of Kenyan law, applicable professional requirements, and Jasmine Pharmacy's own service commitments.
Relevant legal and regulatory frameworks include:
- the Constitution of Kenya, 2010;
- the Health Act, 2017;
- the Data Protection Act, 2019;
- the Pharmacy and Poisons Act (Cap. 244) and applicable regulations;
- the Digital Health Act, 2023;
- the Digital Health (Health Information Management Procedures) Regulations, 2025;
- the Consumer Protection Act, 2012; and
- applicable professional standards and requirements issued by the Pharmacy and Poisons Board.
Where a right is specifically guaranteed by law, Jasmine Pharmacy will respect and administer it in accordance with the applicable legal requirements.
Where this policy describes a service commitment adopted by Jasmine Pharmacy, that commitment does not necessarily mean that the particular service is a separately defined statutory right.
3. Right to Respectful and Dignified Treatment
Every patient has the right to be treated respectfully and with dignity.
Jasmine Pharmacy will seek to provide services without unfair discrimination on grounds protected by Kenyan law.
Patients should not be subjected to unnecessary humiliation, harassment, intimidation, degrading treatment, or unequal treatment by reason of a protected characteristic.
This commitment applies across our available service channels, including:
- prescription submissions;
- communication with pharmacy staff;
- dispensing;
- delivery arrangements;
- self-collection where available; and
- complaints and other service interactions.
Our full approach to accessibility and non-discrimination is set out in the Accessibility & Equal Access Policy.
4. Right to Safe and Lawful Pharmacy Services
Patients have the right to expect Jasmine Pharmacy to provide pharmacy services within its lawful and licensed scope.
This includes the expectation that:
- prescriptions will be reviewed appropriately;
- dispensing will be performed by or under the responsibility of an appropriately qualified pharmacist;
- medication will be dispensed in accordance with the applicable prescription and legal requirements; and
- appropriate checks will be performed to reduce avoidable dispensing errors.
No prescription medicine will be dispensed without the applicable prescription and verification requirements being satisfied.
The detailed prescription and dispensing process is set out in our Prescription & Dispensing Policy.
5. Right to Information About Your Medication
Patients should receive information that is reasonably necessary for the safe and appropriate use of medication dispensed by Jasmine Pharmacy.
Depending on the medication and circumstances, this may include information concerning:
- the medication supplied;
- dosage and directions;
- administration;
- storage;
- relevant precautions;
- potential interactions or adverse effects that should be brought to professional attention; and
- circumstances in which additional professional advice should be sought.
Information supplied by a Jasmine Pharmacy pharmacist is intended to support safe medication use.
It does not replace diagnosis, treatment planning, or clinical advice from your prescribing clinician.
6. Right to Ask Questions
You may ask reasonable questions about:
- the medication being dispensed;
- how the medication should be used;
- storage;
- relevant safety information;
- the prescription-verification process;
- dispensing;
- delivery arrangements; or
- other pharmacy-service matters.
Where a question requires a clinical decision outside the pharmacy's role, Jasmine Pharmacy may direct you to your prescribing clinician or another appropriately qualified healthcare professional.
Jasmine Pharmacy does not provide diagnostic services through its pharmacy website or routine pharmacy communications.
7. Right to Participate in Decisions Concerning Pharmacy Services
Where Jasmine Pharmacy is making an operational decision concerning your pharmacy service, you should receive sufficient information to understand the relevant options and consequences where reasonably appropriate.
For example, where available, you may be informed about:
- delivery or collection arrangements;
- the reason a prescription cannot be processed;
- the reason clarification is required;
- a medicine's temporary unavailability; or
- the reason an order cannot proceed.
However, Jasmine Pharmacy cannot alter the clinical treatment selected by your prescribing clinician without an appropriate legal or professional basis.
You remain entitled to seek independent clinical advice about your treatment.
8. Right to Decline Pharmacy Services
You are not required to obtain your medication from Jasmine Pharmacy.
Subject to applicable legal and prescription requirements, you may choose another pharmacy that is lawfully authorised to dispense your medication.
You may also decline a particular pharmacy service or proposed arrangement where doing so does not create a legal or safety obligation that requires otherwise.
Declining Jasmine Pharmacy's services does not affect your right to seek healthcare elsewhere.
9. Right to Confidentiality
Your prescription and health information is confidential.
Jasmine Pharmacy will limit access to personal and health information to persons who are authorised to access it for legitimate purposes or where access is otherwise lawfully permitted.
We will not disclose your health information simply because another person asks for it.
Where a third party seeks access to your information, we may require evidence of authority or another lawful basis before disclosure.
Our confidentiality obligations apply to pharmacy personnel and other persons who lawfully access patient information.
More detailed information is contained in the Privacy Policy.
10. Right to Privacy and Data Protection
Your personal data is protected under the Data Protection Act, 2019 and other applicable Kenyan law.
Subject to legal conditions and limitations, you may have the right to:
- be informed about how your personal data is used;
- access your personal data;
- request rectification of inaccurate information;
- request erasure where the legal requirements are satisfied;
- request restriction of certain processing;
- object to certain processing; and
- request data portability where the statutory conditions apply.
The complete explanation of these rights, including applicable exceptions and how to make a request, is contained in our Privacy Policy.
11. Right of Access to Your Pharmacy Records
You may request access to personal information relating to you that Jasmine Pharmacy holds, subject to applicable legal requirements and exemptions.
Depending on the circumstances, this may include relevant:
- prescription information;
- dispensing records;
- medication-related records;
- delivery information;
- communications; and
- other personal information forming part of Jasmine Pharmacy's records about you.
Access requests will be handled in accordance with our Privacy Policy and applicable Kenyan law.
Jasmine Pharmacy may verify your identity before releasing sensitive personal information.
12. Right to Request Correction
You may request correction of personal data that is inaccurate, incomplete, outdated, or misleading.
Where the information concerned is part of a pharmacy or health record, Jasmine Pharmacy may verify the requested correction before making the change so that the integrity of the record is preserved.
A correction to a record does not necessarily mean that the original entry will be deleted. Where appropriate, Jasmine Pharmacy may preserve an audit trail or other record of the amendment in accordance with applicable requirements.
For the formal procedure, see our Privacy Policy.
13. Right to Confidential Handling of Prescription Information
Prescription information will only be used and disclosed for lawful purposes.
This may include:
- prescription verification;
- dispensing;
- medication-safety review;
- communication with your prescribing clinician;
- delivery;
- payment and transaction administration;
- record-keeping;
- regulatory compliance; and
- other purposes described in our Privacy Policy.
Jasmine Pharmacy does not sell patient prescription information.
Health information will not be used for unrelated direct marketing merely because Jasmine Pharmacy holds it for pharmacy purposes.
14. Right to Informed Consent Where Required
Where applicable law requires consent for a particular health-information processing activity or other healthcare activity, Jasmine Pharmacy will obtain consent in an appropriate manner before proceeding.
Consent should be:
- appropriately informed;
- voluntary where the law requires voluntariness;
- specific to the relevant activity; and
- capable of being withdrawn where applicable.
Withdrawal of consent does not necessarily require Jasmine Pharmacy to erase information where another lawful basis or legal obligation permits or requires continued processing.
For detailed privacy-consent rules, see the Privacy Policy.
15. Right to Know Why a Prescription Cannot Be Dispensed
Where Jasmine Pharmacy cannot dispense a prescription, patients should generally be given an understandable explanation of the reason, subject to legal, professional, security, or investigative restrictions.
Reasons may include:
- an expired prescription;
- missing or unclear information;
- inability to verify authenticity;
- suspected alteration or fraud;
- a prescription outside Jasmine Pharmacy's lawful scope;
- a patient-safety concern;
- medicine unavailability;
- controlled-medicine requirements; or
- another legal or professional restriction.
Where disclosure of the full reason would be unlawful or could prejudice an investigation, Jasmine Pharmacy may limit the information it provides.
The detailed process is described in the Prescription & Dispensing Policy.
16. Right to Continuity and Reasonable Communication
Because Jasmine Pharmacy specialises in chronic-care medicines, we recognise that medication interruptions can create significant practical difficulties.
We will seek to communicate clearly where circumstances arise that may affect the timely fulfilment of a prescription, including:
- prescription clarification;
- medicine availability;
- processing delays;
- delivery problems; or
- the need for a new or renewed prescription.
This commitment does not guarantee continuous medication availability or a particular clinical outcome.
Patients remain responsible for maintaining an appropriate relationship with their prescribing clinician and obtaining renewed prescriptions when required.
17. Right to Appropriate Delivery and Medication Handling
Where delivery is available, patients have the right to expect that Jasmine Pharmacy will apply appropriate handling procedures for the medication being transported.
This may include appropriate measures for temperature-sensitive medicines, packaging, and delivery arrangements.
Where a patient receives medication that appears damaged, tampered with, incorrectly supplied, or potentially compromised, the patient should contact Jasmine Pharmacy promptly and avoid using the medication until the issue has been appropriately assessed where there is a genuine safety concern.
The Delivery & Shipping Policy provides further information.
18. Right to Raise a Concern Without Retaliation
Patients may raise concerns about:
- dispensing;
- medication information;
- delivery;
- privacy;
- accessibility;
- discrimination;
- billing or payment;
- refunds; or
- other pharmacy-service issues.
A patient should not be subjected to retaliation merely for raising a genuine complaint or exercising a lawful right.
Jasmine Pharmacy may, however, investigate and take appropriate action concerning complaints that involve fraud, deliberate misuse, threats, or other unlawful conduct.
For complaint and escalation procedures, please see our Regulatory & Complaints page.
19. Rights of Minor Patients and Their Representatives
Jasmine Pharmacy may provide pharmacy services involving medicines prescribed for minors.
Where a parent, legal guardian, caregiver, or other representative acts on behalf of a minor, Jasmine Pharmacy may take reasonable steps to verify:
- the identity of the representative; and
- the representative's legal authority to act.
The information and documentation required may depend on the nature of the request and applicable Kenyan law.
Requests involving sensitive health information will be handled with particular care.
Where a young person is legally entitled to exercise rights independently, or where Kenyan law requires consideration of the child's own views or interests, Jasmine Pharmacy will apply the applicable legal requirements.
The Privacy Policy contains additional information concerning children's personal data.
20. Rights Relating to Accessibility
Patients with disabilities or other access needs have the right to seek reasonable assistance in accessing Jasmine Pharmacy's services within the available accommodation framework.
Depending on the circumstances, assistance may include:
- help submitting a prescription;
- assistance with website-related barriers;
- alternative communication arrangements;
- accessible information formats; or
- supported in-person access where available.
Patients should not be required to disclose unnecessary medical information merely to request a reasonable accessibility accommodation.
For the full framework, see our Accessibility & Equal Access Policy.
21. Patient Responsibilities
Safe pharmacy services depend on patients and authorised representatives providing accurate information and acting in good faith.
Patients should:
- provide authentic prescriptions;
- provide accurate identity and contact information;
- provide relevant information needed for safe dispensing;
- tell the pharmacy about relevant allergies or adverse reactions when appropriate;
- respond to reasonable clarification requests;
- not knowingly submit fraudulent or altered prescriptions;
- follow medication directions provided by the prescribing clinician and pharmacist; and
- seek appropriate medical attention when necessary.
Patients should not use Jasmine Pharmacy's routine communication channels as a substitute for emergency medical care.
22. Protection Against Discrimination
Jasmine Pharmacy does not discriminate in the provision of its pharmacy services on grounds prohibited by applicable Kenyan law.
Our equal-access commitment covers:
- service interactions;
- prescription handling;
- communication;
- delivery arrangements;
- accessibility accommodations; and
- complaints.
A refusal or delay based on a lawful prescription, patient-safety, controlled-medicine, service-scope, stock, or other legitimate requirement is not itself discriminatory merely because the patient experiences a different outcome.
Further details are provided in the Accessibility & Equal Access Policy.
23. Patient Choice of Pharmacy
You are free to obtain your prescribed medicines from another pharmacy that is lawfully authorised to dispense them, subject to the terms and requirements applicable to your prescription.
Jasmine Pharmacy does not require you to continue using its services simply because you previously used the pharmacy.
Where a patient chooses another pharmacy, Jasmine Pharmacy will continue to handle information about the patient in accordance with applicable privacy, health-record, and legal obligations.
24. Automated Decision-Making
Prescription verification and dispensing decisions are not made solely by automated processing.
An appropriately qualified pharmacist reviews prescriptions before medication is dispensed.
Jasmine Pharmacy may use automated technologies for limited operational purposes such as website security, fraud detection, or technical monitoring.
Where applicable law gives you rights concerning automated decision-making or profiling, those rights will be respected in accordance with the Privacy Policy.
25. Your Right to Obtain Further Information
If you do not understand a pharmacy process, you may ask Jasmine Pharmacy to explain the relevant part of the process in reasonably understandable terms.
This may include questions concerning:
- prescription verification;
- dispensing;
- delivery;
- payment arrangements;
- refunds;
- privacy;
- accessibility; or
- complaints.
Where a matter is clinical and falls outside Jasmine Pharmacy's role, we may refer you to your prescribing clinician or another appropriately qualified healthcare professional.
26. Complaints and Escalation
We encourage patients to raise concerns with Jasmine Pharmacy so that they can be reviewed and, where possible, resolved promptly.
Our complaint procedures and escalation routes are centralised on the Regulatory & Complaints page.
That page provides:
- Jasmine Pharmacy contact details;
- information on raising a complaint;
- active operating licences;
- regulatory escalation routes; and
- current contact information for relevant authorities, including the PPB, ODPC, and CAK.
For a complaint specifically concerning your personal data, you may also contact the JDMC Privacy Office at privacy@jdmc.co.ke.
27. Policy Relationship With Other Patient Rights
This policy should be read together with the Jasmine Pharmacy policies addressing specific aspects of your rights and services.
In particular:
- the Privacy Policy provides the detailed framework for personal and health data;
- the Prescription & Dispensing Policy explains prescription and dispensing procedures;
- the Medical Disclaimer explains the boundary between pharmacy services and medical advice;
- the Delivery & Shipping Policy explains delivery and medication handling;
- the Refund & Cancellation Policy explains cancellation and refund procedures;
- the Accessibility & Equal Access Policy explains accessibility and non-discrimination; and
- the Terms of Use govern use of the website and related digital services.
Where another policy provides more detailed information about a particular subject, the two policies should be read together.
28. Changes to This Policy
We may update this Patient Rights Policy to reflect:
- changes in applicable Kenyan law;
- regulatory developments;
- changes in pharmacy practice;
- changes to our services; or
- improvements to our patient-service procedures.
Material changes will be published on the website and the Effective Date and Last Updated dates will be updated accordingly.
Nothing in a policy update is intended to remove a mandatory legal right.
29. Questions, Concerns and Complaints
If you have a question or concern about your rights as a Jasmine Pharmacy patient, please contact Jasmine Pharmacy through the channels provided on our website.
For Jasmine Pharmacy contact details, complaint procedures, regulatory escalation routes, active licences, and current regulator contact information, please visit our Regulatory & Complaints page.
For privacy and data-subject-rights requests, contact the JDMC Privacy Office at privacy@jdmc.co.ke.
30. Related Policies
For more information, please see:
- Privacy Policy
- Privacy Notice (Summary)
- Cookie Policy
- Prescription & Dispensing Policy
- Delivery & Shipping Policy
- Refund & Cancellation Policy
- Terms of Use
- Medical Disclaimer
- Accessibility & Equal Access Policy