What This Means for You
Jasmine Pharmacy is open to every patient. We will not turn you away, treat you differently, or give you a lesser service because of who you are, whether because of disability, age, gender, religion, ethnicity, or any other characteristic.
We know that managing chronic-care medication through an online platform is not straightforward for everyone. If you have difficulty creating an account, uploading a prescription, or navigating our website, you can contact us directly or attend our premises at Gateway Place, Kilimani, in person. We will help you. Attending in person to receive support or to collect a dispensed order is a fully supported option, not a workaround requiring special approval.
The only requirement that applies to every patient without exception is the prescription requirement. No medication will be dispensed without a valid, in-date prescription from a qualified prescribing clinician. This exists to protect your safety and to comply with the law. It is not a barrier designed to exclude anyone, and accommodations are available if you need help meeting it.
If you believe we have not treated you fairly, this policy explains how to raise a concern with us and where to take it if you are not satisfied with our response.
1. Our Commitment to Equal Access
Jasmine Pharmacy is committed to providing equal, accessible, and dignified pharmacy services to every patient. We ground this commitment in:
- Article 27 of the Constitution of Kenya 2010, which guarantees every person the right to equality and freedom from discrimination
- The Consumer Protection Act 2012 (CPA), which protects consumers against unfair treatment and discriminatory commercial practices
- The Health Act 2017, which affirms the right of every person to access health services without discrimination
We also recognise our obligation as a data controller under the Kenya Data Protection Act 2019 (KDPA) to process personal data equitably and without discrimination. Our commitment to equal treatment extends to how we collect, hold, and use your personal data.
This policy should be read together with our Patient Rights Policy, available on our website, which sets out your broader entitlements as a patient of Jasmine Pharmacy.
2. Who This Policy Applies To
This policy applies to every person who uses or seeks to use Jasmine Pharmacy's services, including:
- Patients registered on our online platform
- Patients attending our premises at Gateway Place, Jakaya Kikwete Road, Kilimani, Nairobi, in person
- Caregivers and legal guardians managing an account or collecting a dispensed order on behalf of a patient
- Any person who contacts us to enquire about or access our pharmacy services
There are no exceptions. Every person who interacts with Jasmine Pharmacy is entitled to equal treatment.
3. Non-Discrimination: Protected Grounds
We do not discriminate against any patient, caregiver, or guardian on the grounds of disability, gender, age, religion, ethnicity, marital status, pregnancy, health status, or any other ground protected under Article 27 of the Constitution of Kenya 2010.
We do not treat any patient differently in the pricing, speed, quality, or availability of our pharmacy services on the basis of any protected characteristic.
We do not process personal data in a discriminatory manner. Our data collection and processing practices apply consistently and equitably to all patients, in accordance with our obligations as a data controller under the KDPA. For further detail on how we process personal data, please refer to our Privacy Policy, available on our website.
4. Your Prescription Requirement Is a Safety Measure, Not a Barrier
Jasmine Pharmacy dispenses prescription (Rx) medication exclusively. Every patient must have a verified account and a valid, in-date prescription or authorised refill recorded on the system before any medication is dispensed.
We do not use the prescription requirement, our online account system, or our checkout process as a basis for denying service to any patient on discriminatory grounds. These requirements apply equally to every patient for the same reason: to protect your safety and to comply with the Pharmacy and Poisons Act Cap. 244, applicable regulations made under that Act, and professional standards and guidance issued by the Pharmacy and Poisons Board (PPB).
If you require assistance to meet these requirements because of a disability or other access need, reasonable accommodations are available. These are described in Section 6.
5A. Digital Accessibility of Our Website
Our website at https://pharmacy.jdmc.co.ke is the primary channel through which patients create accounts, submit prescriptions, and manage their orders. We recognise that relying primarily on an online channel creates a responsibility to make that channel reasonably accessible to all patients.
Our commitment
We are committed to improving the accessibility of our website on an ongoing basis. We aim to meet recognised web content accessibility standards over time. We do not warrant full technical compliance with any specific version of those standards at this time, but we treat accessibility improvement as a continuous obligation and actively work toward it.
Barriers you may encounter
The account creation and prescription upload process is the specific point at which patients with visual, motor, cognitive, or other impairments may experience difficulty. We acknowledge this and we have put in place alternative pathways for patients who need them.
What to do if you encounter a barrier
If you cannot independently complete the account registration or prescription upload process through our website, you do not need to go without your medication. You may contact us directly or attend our Kilimani premises in person for assisted support. The alternative pathways available to you are described in Section 6.
If you encounter a technical barrier on our website that prevents you from accessing our services, please contact us using the details in Section 10 and we will assist you promptly.
5B. Physical Accessibility of Our Premises
Our pharmacy operates from Gateway Place, Jakaya Kikwete Road, Kilimani, Nairobi, which is also the premises of our parent entity, Jasmine Dental and Medical Centre (JDMC). Patients may attend this location in person for assisted account setup, prescription submission support, and to collect a dispensed order.
Attending in person
Attending our premises in person is a fully supported service pathway and does not require prior approval or special arrangement. Reception staff are available to assist patients who need support with account creation, prescription submission, or any other aspect of accessing our services.
We encourage patients with specific physical accessibility requirements to contact us in advance of attending, using the details in Section 10. This allows us to confirm the arrangements in place and to prepare appropriately for your visit.
Self-collection of dispensed orders
Self-collection is a formally supported fulfilment option alongside our delivery service. If you choose to collect your dispensed order from our Kilimani premises rather than receiving it by delivery, please note the following.
The prescription and account requirements apply equally to self-collection orders. Your prescription must be submitted and validated through your online account before your order enters the dispensing queue. Attending in person to collect does not remove or modify this requirement.
When you attend to collect your order, you must present a valid, government-issued photo identification document that matches the name and registration details held on your account. This identity verification requirement applies consistently to every patient collecting in person. It is applied on patient safety and dispensing integrity grounds under PPA Cap. 244 and is not an additional or differential burden on any patient or group of patients, including patients with disabilities.
If a caregiver or legal guardian is collecting on your behalf, they must present their own valid, government-issued photo identification and written authorisation from you confirming their authority to collect. Collections on behalf of a minor patient must be managed by a registered parent or legal guardian, in accordance with the framework set out in our Patient Rights Policy, available on our website.
6. Reasonable Accommodations
What a reasonable accommodation is
A reasonable accommodation is a practical adjustment Jasmine Pharmacy makes to its service access processes to enable a patient with a disability or other access need to use our pharmacy services. You do not need to provide clinical evidence or a formal diagnosis to request a reasonable accommodation. A brief description of the difficulty you are experiencing is sufficient for us to consider how to assist you.
Accommodations available
- Assisted account creation: If you cannot independently complete the online account registration process, you may attend our Kilimani premises or contact us by telephone or email to request assistance. A member of our team will guide you through the process or complete it on your behalf, with your consent and with appropriate identity verification.
- Assisted submission: If you cannot independently upload a prescription document through our website, you may contact us by telephone or email to arrange an assisted submission. Our team will guide you through an alternative submission pathway. Assisted submission is subject to the same prescription validity requirements as online submission.
- Accessible document formats: If you require any of our policy documents, your patient medication record, or service information in an alternative format (such as large print), please contact us and we will do our best to accommodate your request.
- Caregiver and guardian-managed accounts: Where a patient lacks digital capacity or cannot independently manage their online account, a caregiver or legal guardian may manage the account on their behalf. This pathway operates within the guardian consent and access framework set out in our Patient Rights Policy, which you should read alongside this section.
- In-person service: You may attend our Gateway Place, Kilimani premises for assisted access to any aspect of our services, as described in Section 5B. This includes patients who cannot complete the online process independently and patients who wish to collect a dispensed order in person.
How to request an accommodation
Contact us at pharmacy@jdmc.co.ke or by telephone at +254 115 524 193. Please describe the nature of the difficulty you are experiencing. We will acknowledge your request within two (2) business days and provide a substantive response, including the accommodation we propose to offer, within five (5) business days. If the accommodation we propose does not fully meet your need, we will discuss further options with you in good faith.
7. How We Handle Information You Share About a Disability or Health Need
When you request a reasonable accommodation, you may share information about a disability or other health-related need. We treat this information as sensitive personal data under the Kenya Data Protection Act 2019.
We collect and use this information only to consider and facilitate the accommodation you have requested. We do not share it beyond what is strictly necessary for that purpose. We do not use it for marketing, profiling, or any other purpose unrelated to your request.
For full detail on how we handle sensitive personal data, including your data subject rights under the KDPA and how to exercise them, please refer to our Privacy Policy, available on our website.
8. Raising a Concern or Complaint With Us
If you believe you have experienced discrimination, been denied a reasonable accommodation, or been treated unfairly in any way, please tell us.
How to raise a concern
Contact us at pharmacy@jdmc.co.ke or by telephone at +254 115 524 193. If your concern involves your personal data, or if you would prefer to raise it directly with our Privacy Office, you may write to privacy@jdmc.co.ke.
Please provide your full name, a description of what occurred, the date or approximate timeframe of the incident, and your preferred method of contact for our response.
What happens next
We will acknowledge your concern within two (2) business days of receiving it.
We will provide a substantive response, including the outcome of our review and any steps we are taking, within ten (10) business days.
If your concern requires more detailed investigation, we will notify you before the ten-day deadline expires, explain the reason for any extension, and confirm a revised response date.
Escalation
If you are not satisfied with the outcome of our initial response, you may request escalation to senior management by stating this clearly in your reply to our response. We will provide a further substantive response within ten (10) business days of receiving your escalation request.
9. External Complaint Routes
If you are not satisfied with how we have handled your concern, or if you wish to raise your complaint directly with an external body, the following routes are available.
Consumer protection matters
The Competition Authority of Kenya (CAK) handles complaints relating to unfair commercial practices and consumer rights under the Consumer Protection Act 2012, including complaints arising from discriminatory treatment as a consumer. If you believe Jasmine Pharmacy has treated you unfairly on any protected ground, you may refer your complaint to the CAK.
Equality and non-discrimination claims
Article 27 of the Constitution of Kenya 2010 guarantees every person the right to equality and freedom from discrimination. Where you believe your constitutional rights have been violated, you may seek redress through the Kenya National Human Rights Commission or the courts. We recommend seeking independent legal advice before pursuing this route.
Pharmacy practice complaints
Complaints relating to the standard of pharmacy services, dispensing accuracy, or professional conduct, as distinct from discrimination or accessibility claims, should be directed to the Pharmacy and Poisons Board (PPB).
Data protection matters
If your concern relates to how we have handled your personal data, you may refer your complaint to the Office of the Data Protection Commissioner (ODPC).
Need to escalate a concern?
For the full contact details of all regulatory authorities, including the CAK, PPB, and ODPC, please visit our Regulatory & Complaints page.
10. Contact Us
For any question, concern, or request relating to this policy or to the accessibility of our services, contact us using the details below.
For Privacy & Data Protection matters:
JDMC Privacy Office
- Email: privacy@jdmc.co.ke
For General Enquiries & Complaints:
Jasmine Pharmacy
- Email: pharmacy@jdmc.co.ke
- Phone: +254 115 524 193