Choosing a private clinic in Lusaka: what to check before you go

Lusaka has many private clinics, from large hospitals to small family practices in residential areas. Choosing one is hard because you usually need it at the worst moment: late at night, with a sick child, or in pain.

The best time to choose a clinic is before you need one. Here is what to check.

Check that they are registered

This takes two minutes and is worth doing for any clinic, pharmacy or dentist you plan to use regularly.

• Health facilities and health workers in Zambia are registered with the Health Professions Council of Zambia (HPCZ). A properly run clinic will display its certificate, and staff will not mind you asking.
• Pharmacies and drug stores must be licensed by the Zambia Medicines Regulatory Authority (ZAMRA). Be careful buying medicine from unlicensed sellers or on social media, where fake or expired medicine is a real risk.

If a clinic can't tell you who the doctor on duty is, or what their qualifications are, go elsewhere.

Ask about costs before treatment

Surprise bills are the most common complaint in clinic reviews. Ask at the front desk:

1. How much is the consultation? And is it different at night or on weekends?
2. Do you accept my medical insurance or scheme? Ask whether you pay first and claim back, or whether they bill the insurer directly.
3. Roughly what will tests cost? Blood tests, malaria tests and scans can add a lot to the bill. A good clinic will give you an estimate before doing them.
4. Can I pay by mobile money or card? Useful to know before an emergency.

What patient reviews tell you

Medical skill is hard for a patient to judge, but many things that matter are not:

• Waiting times. Reviews quickly show whether "walk in" means 20 minutes or four hours.
• How staff treat people. Being listened to, having things explained, and being treated with respect come up again and again in good reviews.
• Honesty about costs. Look for mentions of fair, clear billing, or of unexpected charges.
• Cleanliness. Patients notice, and they say so.
• Follow-up. Did the clinic call back with results? Did they refer people on when needed?

Read the low reviews as well as the high ones, and see how the clinic responds. A clinic that replies to a complaint calmly, without sharing anyone's private details, takes patient care seriously.

You can compare clinics and pharmacies in Lusaka by ZedScore, with the newest reviews first.

Have a plan for emergencies

Save these in your phone today, not on the day you need them:

• The number of your chosen clinic and whether it is open 24 hours.
• The nearest clinic that is open at night to your home.
• Your insurance or scheme number, if you have one.
• The nearest government hospital with an emergency department. In a real emergency, go to the nearest one. Don't spend time comparing.

A note about dentists

Dental care is one of the services people most often put off because of cost. Ask for the price of each step before treatment starts, and ask whether a cheaper option is available. Reviews are especially useful here: patients often mention whether a dentist was gentle with children and whether the final bill matched the quote.

Help other patients

If a clinic treated you well, or badly, a short review helps other families make a better choice. You can write one in a minute, in English or your own language, or record a voice note. Never include your own or anyone else's medical details. Talk about the service, the waiting and the cost instead.