COURSE: DIPLOMA IN INFORMATION COMMUNICATIUON & TECHNOLOGY

NAME: KEVIN MEIRIAPE MASAINE

STUDENT NUMBER: DICT/524J/2021

UNIT: WORK BASED LEARNING

ORGANIZATION: NATIONAL HOSPITAL INSURANCE FUND

FACULTY SUPERVISOR: MWACHOO MWAKONDO FULLGENCE

ATTACHMENT DATES: 30TH JANUARY – 28TH APRIL, 2023

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Contents
1. INTRODUCTION...............................................................................................................................1
1.1 Objectives of the attachment........................................................................................................1
1.3 Methodology adopted....................................................................................................................2
2. INTRODUCTION OF THE ORGANIZATION..............................................................................3
2.1 Field of interest of the organization.............................................................................................3
2.2 Structure........................................................................................................................................4
2.2.1 Size and Department.............................................................................................................4
2.2.2 Measure concerning interns......................................................................................................5
3. DESCRIPTION OF ATTACHMENT...............................................................................................7
3.1 Personal contribution to the organisation...................................................................................7
3.1.1 Department description.........................................................................................................7
3.1.2 Familiarization phase............................................................................................................7
3.2 Knowledge, skills and values acquired during internship....................................................8
3.2.1 Workspace description..........................................................................................................8
3.3 Challenges encountered and how they were solved...............................................................9
3.3.1 Task description.....................................................................................................................9
3.3.2 A typical workday..................................................................................................................9
3.4 Mentoring situation................................................................................................................10
4. TECHNICAL UNIVERSITY OF MOMBASA AND SERVICE BASED LEARNING.............11
4.1IMPACT OF INTERNSHIP............................................................................................................11
4.1.1 Social conditions.......................................................................................................................11
4.1.3 Implications for future study and career planning...............................................................12
4.2 Success of the attachment...........................................................................................................13
4.2.1 Expectation versus the reality.................................................................................................13
4.2.2 Projected outcomes..................................................................................................................14
4.2.3Responsibilities under-taken................................................................................................14
5. CONCLUSION AND RECOMMENDATIONS.............................................................................16
5.1 Conclusion....................................................................................................................................16
5.1.1 Summary...................................................................................................................................16
5.1.2General observations.................................................................................................................16
5.2 Recommendation.........................................................................................................................17

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1. INTRODUCTION
1.1 Objectives of the attachment.
I started my work-based learning attachment at the National Hospital Insurance Fund officially on the
30TH January. The attachment started with the process of reaching out to the organization by sending an
email of inquiry to the Human Resource department in the organization, to the headquarters in Nairobi
Upperhill on the first week of February. After few days an email was sent back and I had qualified or
ascertained the needed requirements as an attaché for the organization of which I was directed that I
would start the industrial attachment the following week which was from 30 th January at a branch
office in Kenyatta National Hospital.

It entails more than just working behind the computers and meeting the daily work requirements.
Mostly teamwork was needed as we needed to be involved in working with different departments and
how we are to relate with other co-workers, organizing, and innovating while also honing my creative
skills in ways that benefit both my career and the organisation.

Being an attachee in the National Hospital Insurance Fund has a lot to gain in terms of being able to
work and build up more in my interpersonal skills, relating with my co-workers and how to relate with
the clients, whether it's problem-solving, researching, retrieving and inputting data into the database
and troubleshooting of electronic components. After all, that's why I'm here: to gain and meet the needs
of the job market. We will always be inspired to keep doing what we do if we believe our work is
valuable and makes a difference in the lives of others.

1.2 Brief description of the organisation.

The National Hospital Insurance Fund (NHIF) is a Kenya government state corporation with a mandate
to provide health insurance to Kenyans. For all Kenyan citizens, NHIF's primary goal and mandate is
to offer them with high-quality, dependable, sustainable health insurance.

NHIF has 95 wholly independent branches spread all over the nation. All NHIF services, including the
payment of benefits to hospitals, members, or employers, are provided by each of these branches.
District hospitals also provide service to these branches through smaller satellite offices and service
locations.

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1.3 Methodology adopted
We were to work with different departments for a set period of time and complete the work assigned to
us, or at the very least do our best until the attachment was completed. Since I have done an IT career I
was situated in the IT department and provided with the necessary work that complimented what I had
learned in school. We had agreed that I would work for a maximum of eight hours every day from
Monday to Friday. I would arrive no later than 8 a.m. and leave no later than 4 p.m., with a one-hour
lunch break between 1 and 2 p.m. We also took a short tea break between 10:30 and 11:00 a.m. The
contract would end once I had fulfilled my 450 hours from 13th February until 14th April 2023.

1.4 Limitations encountered

After the supervisor toured us through the branch office, she would later decide where we would be
situated at and where we will be assigned the available work present. The department had various tasks
that were available and where I was situated, the tasks allocated was:
I) Installing Bioscans in different departments in Kenyatta National Hospital.
II) Updating network drivers for the older Windows versions
III) Data entry of individuals into the HICS and Biomet system.
IV) Giving rights and access to the facility users.
V) Pre-Authorization Approvals.

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2. INTRODUCTION OF THE ORGANIZATION
2.1 Field of interest of the organization
Nurturing your areas of strengths and weaknesses allows you to showcase your greatest abilities and
skills which also is a guaranteed method to ensure that you gain more growth in your skills as you get
experience in the workplace.

As individuals, we each have our own set of skills and abilities. If we believe that our work is valuable
and that what we do makes a difference as we grow and gather experience, we will be motivated to
keep doing it even when the going gets rough.

2.1.1 Organisational Description

For quite a long time, the National Hospital Insurance Fund has been working and assisting individuals
from all walks of life.

National Hospital Insurance Fund is a state parastatal that was established in 1966. Each of the Fund's
members and their stated dependents must have access to medical insurance as part of the Fund's
fundamental mission (spouse and children). Any Kenyans who have attained the age of majority, 18
years of age or older, and have a monthly income of more than Kshs. 1000 are eligible to join the NHIF
membership.

To increase efficiency and effectiveness, NHIF was changed from a department of the Ministry of
Health to a State Corporation. Since its founding in 1966, NHIF has been able to adapt to the changing
demands of Kenya's populace in terms of healthcare, employment, and industry restructuring.

NHIF is present at 47 Huduma Centers across the nation in addition to its 95 fully autonomous
branches, satellite offices, and other locations. Comprehensive customer service is provided by each of
these branches and satellite offices.

The purpose of NHIF is to improve equitable and sustainable health and wellbeing of our community
while protecting them from financial distress. Its ambition is to be the trusted and respected partner in
securing the health of our community.

The main core values attributed to NHIF are:

I) To find a better way

II) To make a difference
III) To win together
IV) To do the right thing

2.1.2 Core functions of NHIF.

The National Hospital Insurance Fund has been helpful and resourceful when it comes to providing the
public, students, children, elderly and the professionals, with more insurance safeguarding their own
health and saving lives. The other core functions are:

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 I) Better and improved quality service delivery.
II) Computerization and Decentralization of NHIF operations enhancing efficiency in settling
claims and effective management of membership database.
III) They work to cushion members against extremely high out-of-pocket medical expenses.
IV) To increase revenue collection.
V) To engage and educate customers.
VI) Service accessibility is made possible by the expansion of NHIF service points to 98 and 45
Huduma Centres across the country.
VII) Declaration and Contracting of new Healthcare Providers.
VIII) To enhance operational excellence.
IX) To build a high-performance culture.

The function of the National Hospital insurance Fund is to enhance consumer value, staff welfare, and
community relations while preserving and supporting the environment.

2.2 Structure
2.2.1 Size and Department
The NHIF branch In Kenyatta Hospital contains different departments or sections in the offices
situated; like the data capturing where the claims are captured and fed into the system and also
checking overlapping claims, there is the quality assurance section where there is receiving of general
claims, Civil Servants General claims, processing of outpatients and Customer care of the Civil
Servants, there is also the Compliance department where verification of already authorized claims
occurs together with minor audit of the claims, there is also the Customer Care section where patients
complaints are received and attended to and claim forms from the hospital are received and lastly we
have the registration and record management section where we receive potential contributor details,
recording and updating their details in the database and registering issuing reference numbers.

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2.2.2 Measure concerning interns.
Before being placed in the different departments available we were shown around by the supervisor
and were given certain instructions on how we should do our tasks; as the previous batch of University
interns working there were well mannered and did not bring about any problems and also did their
work to their utmost best which had a positive response from the employees, their supervisor and the
head manager. The instructions from the supervisor were that the interns should be able to:

I) Always maintain a nice demeanour.

II) Avoid having bad interactions with the staff.
III) Leave yourself open when you are requested.
IV) Carry out the assigned assignment to the best possible standard.

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NATIONAL HOSPITAL INSURANCE FUND STRUCTURE.
HIERACHICAL STRUCTURE

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3. DESCRIPTION OF ATTACHMENT
3.1 Personal contribution to the organisation
3.1.1 Department description
The branch office itself has the required departments situated in it for their corresponding purposes in
Kenyatta National Hospital. There is the Center section department where I was situated firstly in the
branch office. It is where we are to give rights and access to the facility users and registering the new
facility user for the HICs system takes place together with approving the pre-authorizations for the
clients who need it for further treatment in the Kenyatta National Hospital. Certain documents and
claims also pass through for another round for cross-checking so that it can be confirmed and properly
approved and it’s done manually as you cross-check and update it in the HICS system and there is also
data collection, recording and updating includes verifying for overlapping claims as well as recording
and feeding the claims into the system.

There are also other departments we were involved in. The quality assurance section receives general
claims, claims for Civil Servants, processes outpatient cases, and provides customer care for Civil
Servants. There is also a compliance department where claims that have already been authorized are
verified along with minor audit of the claims. Finally, there is a customer care section where people
can get help with their problems.

3.1.2 Familiarization phase

It was a smooth transition for me because the staff was friendly and welcomed me cordially. I met the
Branch Manager, Mr. Reuben on the first day, who introduced me to Miss. Rachel Agunda and Miss.
Faith Tonkei whom I would be working under, who was situated and worked in the Centre section
department and was open-minded, inviting, and easy to chat and talk to. I found the setting comfortable
and nice because they were always optimistic and pleasant thus, I found the environment tolerable and
friendly.

The other employees, as well as the other interns, were friendly and occasionally engaged me in their
conversations, so I did not feel left out or alone. We could easily engage with other employees from
various departments, who would teach us more about their respective fields, thereby improving our
work and giving us motivation and encouragement to work more. Thus, adapting to work as an intern
in such a place was smooth and fast which efficiently improved my work rate to match with other
employees that were available and worked in the various departments I was allocated.

3.2 Knowledge, skills and values acquired during internship

3.2.1 Workspace description.
The branch office can be differentiated from quality assurance department, the customer care section,
the compliance section, IT section and registration and record management section in that they serve a
diverse client’s that includes civil servants; the NHIF and Kenyatta National Hospital employees, and

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the normal citizens. This shows that there are days when the branch office is filled with these diverse
clients ranging from students, children, elderly, employees of both organisations, NHIF and the
hospital, the government employees and the normal citizens.

There is a quality assurance section where general claims, claims from Civil Servants, outpatient
processing, and customer care for Civil Servants are received. There is also a compliance department
where claims that have already been authorized are verified along with minor auditing of the claims.
There is also a customer care section where patients' complaints are received and addressed as well as
claim forms from the hospital. 

This is where we did our part to ensure that the assignments given by our bosses were done to utter
perfection and on time since the office is always packed with clients need help in accessing funds that
may need for their treatment in the hospital, collecting and recording their details in the database and
approving pre-authorizations and claims. The entire atmosphere of the office was calm, clean,
functional, organized and welcoming. It was the most suitable environment for working without
difficulty because there were no noise complaints from the personnel or the customers who came to the
offices. It's a location where anyone may operate productively and efficiently without wasting time,
energy, or resources.

3.3 Challenges encountered and how they were solved

3.3.1 Task description
From the start, the assignment I was given on the first day was data entry of individuals’ data into the
system and updated them in the database. Also, on the first day we had to familiarize ourselves with the
HICS and Biomets system developed for NHIF employees and there is also another system; Terraterm
which with the boss’s approval you could be able access it, it was limited to certain departments as it
was mainly used to update, amending, revert and cancel requests that were not done correctly or per to
the needed state. After the familiarization stage of the systems being used we were given other tasks
such as installing hardware components within the offices and also the hospital as the hospitals needed
Bioscans for the clients seeking treatment; at the time the hospital is still in the process of modernizing
the ways the clients can access services just through biometrics and not looking for files. That’s where
the task of troubleshooting the computers and the drivers were up to date so as to install these new
hardware components. Also, we had tasks for approving pre-authorization, updating network drivers
for the older Windows versions, registering the new facility user for the HICS system and giving rights
and access to the facility users.

Firstly, the work and the developed system was somehow complex, but with proper guidance from our
co-workers it was easy to accomplish as it had a systematic way of doing it and I was working with a
team, and other interns from different schools where we would divide the work among ourselves thus
working efficiently.

Secondly, we had supervisors in the departments we were situated in when working who would come
to assist us if we needed any guidance in the task given out. The employees were also kind to help us
when we needed it, they would give us guidance on how we were to do the attachment.

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3.3.2 A typical workday
The day started at 8:00 a.m. I'd arrive to the branch office, sign in, and then proceed to the department
where I'd been situated. The department's personnel and clients would have arrived, and they would be
focused on their respective job and studies. After settling in, the first thing I'd do is look at my goal and
make sure I'd completed all my duties by the end of the day. This offered me an advantage in terms of
handling the daily evaluating workload. Regarding the day, we would be assigned work by our bosses
and a timeline to finish the tasks assigned and afterwards it would be supervised where we needed
supervision. From around 10 a.m., we had a health break and had a cup of tea before returning to work.
We would have a one-hour lunch break between 1 and 2 p.m., then return to finish the day between
4:00 and 4:30 p.m.

3.4 Mentoring situation

The mentoring was a new and enjoyable experience to me. Our supervisors and the head manager gave
us some pointers occasionally. Our supervisors was the one who took us on a tour of the office and
showed us about; she was kind and friendly as she spoke and guided us. She also introduced us to her
co-workers, who were all kind and willing to tell us more about their departments and the work that
goes on in them. She also encouraged us to assist the staff in any way we could, but if we could not,
they would show us how. Personally, it did improve some of skills that I had like teamwork, task
management, data recording, communicating and self-drive.

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4. TECHNICAL UNIVERSITY OF MOMBASA AND SERVICE BASED LEARNING.

4.1IMPACT OF INTERNSHIP
4.1.1 Social conditions
The environment was serene, allowing me to focus on my work. The work environment was pleasant;
however, it became busier by the day as each day brought new concerns to be resolved, which were not
always simple.

These challenges strengthened us as we confronted them, and they will support us in our potential job
searches in the future. There were highs and lows, but the goal was to get through each day and make
improvement. On tough days, the mentorship environment remained pleasant, and everyone kept their
cool to avoid upsetting others. The employees, our supervisor and together with our Branch Manager
were present and were available when we needed their support and their guidance when we were doing
the given and specified assignments.

They were kind and friendly as they gave us pointers which made our environment feel more pleasant
and enjoyable.

4.1.2 Evaluation

The specified assignments and responsibilities were doable, and I put in a lot of effort to make sure I
didn't fall short of what was planned on. I had set high working standards for myself; I believe my
performance was well above average when working with other departments within the branch and our
NHIF clients together with Kenyatta Hospital staff and clients.

Furthermore, I felt inspired to make a difference while helping out our clients. When you work while
having inspiration, motivation and a good environment you are more likely to provide your best effort,
since the NHIF branch office environment was serene, peaceful and calm. I could do my utmost best
due to the favourable surrounding and encouragement from my supervisor.

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4.1.3 Implications for future study and career planning
Assisting the NHIF employees and clients in various departments has had a significant impact on my
future studies since it has allowed me to develop a better understanding of workplaces and how they
run according to their capabilities.

It has also help in improving my day-to-day life skills as it has helped me gather more and sharpen my
skills like teamwork and task management, time management, interpersonal skill and communication
with clients and my co-workers, self-drive, patience and goal orientation.

Also working at NHIF has improved my work-related skills such as project management, I was able to
devote the necessary amount of time and attention to the projects that were most critical, another work-
related skill are installation of a range of hardware system components, such as hard drives, printers,
power cables, keyboards, mice, RAM, USB cables, Bioscans, as well as hardware service and
maintenance, and another work-related skill gained is computer formatting, hard drive partitioning,
device driver installation, including Ethernet, printer, and sound drivers, as well as Microsoft Office
edition installation.

These skills that I learnt during internship may help sharpen my way of thinking and doing work as it
helps in managing the assignments and responsibilities provided and specified. It turned out to be
incredibly helpful because it gave me the opportunity to contribute to the organization while also
learning new things and gaining me more experience from NHIF.

They also would help enable me to handle different challenges I experience in life. This could also be a
back-up plan if finding work proves difficult. I might turn to self-employment in this situation and
repurpose it to fit my chosen career path within the tech world.

4.2 Success of the attachment

4.2.1 Expectation versus the reality
I expected it to be challenging, particularly in terms of working, interacting, communicating with and
fitting within the present available departments. Being introverted, I wasn't sure how people would
interpret my personality because most quiet people aren't thought to be friendly and very approachable
because they need to be persuaded. I was also worried of how close the staff co-workers and I would
get, as well as how friendly I would be inclined to be with them.

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Later, it got to the point where it appeared as if I had been working at the branch office for a long time
due to the friendliness of my fellow workmates and schoolmates, I got familiar with them which
improved our work efficiency and how we looked to the outside clients.

My worries were alleviated because dealing with and blending within the branch office was easy, and I
didn't have to struggle as much to be an expressive person. I came to realize that to be adept at
socializing one only required to be in a conducive and favourable atmosphere, such as the one I was
assigned to.

Some people thought I was a little too quiet at first, but I was capable of overcoming that and
strengthen my interpersonal skills, which were a little limited, to the point where they considered I was
an outgoing person. Some said it was simple for them to assist me since I handled it well, and even our
supervisor spoke positively of me. Because of the numerous activities we engaged in that placed an
emphasis on teamwork and task management, I was also able to acquire new skill sets, knowledge and
experience, such as organizational skills, and I was able to improve my performance with my
colleagues. By carefully following all of my supervisors' orders and inquiring when I was unsure, I was
able to function well alongside them. When I was needed, I would always avail myself and show up
and help to my best of ability if possible. The employees are friendly and loving because they wanted
us to feel at ease in our new surroundings.

The majority of employees would even engage me in hilarious banter which was nice and enjoyable to
be part of. It was a nice and a pleasant experience to be able to work as an intern at the NHIF branch
office and to be able to be a part of the branch team who worked there.

4.2.2 Projected outcomes

Based on the nature of the mentorship, the work provided, the effort, and the individuals I was able to
surround myself with, I believe the outcome was positive and to satisfactory.

Most of the skills I learned at the NHIF branch office may have increased my workability, allowing
me to achieve the best results by putting forth my best effort in each department's assigned tasks.

The following are some of the favourable outcomes that I can mention:

I) Capability of maintaining a professional at work.

II) Improved time management.
III) Improved self-drive.
IV) Improved teamwork.
V) Improved self-esteem.
VI) Improved work ethics.
VII) Improved communication skills.
VIII) Concentrating on honing and utilizing my personal skills and what I learned at school.

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4.2.3Responsibilities under-taken.
The NHIF branch office had tasks and responsibilities assigned to different interns doing work there.
These responsibilities were divided amongst us interns who were then shown where we would be
situated within the departments.

These responsibilities and tasks include the following:

I) Adjusting and repairing faulty Ethernet cables or network ports.

II) Installation of numerous hardware elements, including RAM, USB cables, mouse, keyboards,
hard drives, printers, and Bioscans.
III) Registering the new facility user for the HICS system.
IV) Giving rights and access to the facility users.
V) Network configurations as well as updating network drivers for the older Windows versions.
VI) Troubleshooting and analysis of faulty devices e.g. printers, scanners, computers, Bioscans.
VII) Installing Bioscans in Kenyatta Hospital departments together with their software.
VIII) Registering, recording and updating the clients’ information in the system’s database.

IX)

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5. CONCLUSION AND RECOMMENDATIONS.
5.1 Conclusion
5.1.1 Summary
Regardless of how long these twelve weeks appeared and have been, it was an incredible experience
that I will never forget. It was a nice and a fruitful experience I have got and experienced in working as
an intern in the National Hospital Insurance Fund and in meeting the employees and other interns who
were present.

It was a nice chance and opportunity to learn, develop and grow, as well as to experience life from a
professional and distinct standpoint.

The work-based learning has helped me broaden my horizon as it provided me with more knowledge
on workplaces and how they may function depending on the department you are recruited and based. It
also helped me build around my personal and working skills. I was able to put my communication
abilities that I had only learned in the classroom into practice which did improve a lot as I got to
interact with my workmates and other interns together with the NHIF clients.

I learned new skills and improved on those that were lacking to the level that I was satisfied with
myself for what I had gained in that experience. I was able to interact with and adjust to a new
unfamiliar setting in the lowest amount of time possible, which I think is remarkable for me showing
that it is a good place to do your work-based internship.

5.1.2General observations
First off, when I started the internship at the NHIF branch office, I thought it would take me a long
time to adjust since it was a new space that I entered, and I do not know anything on how things were
carried out and how things needed to be done. As I continued with the tasks and assignments given at
hand, I got to know how they did their work and how friendly they were with us interns as they tended
to guide us when needed.

This way of working together with the employees got to be fruitful as they were always available when
we needed their advice and guidance in doing certain assignments and tasks. This improved my
personal skills as I was present in doing work with them and when they needed an extra hand.

Mentally, physically and emotionally it was ideal environment to work without any problems and
issues. NHIF was a convenient place that offered comfort while an intern is doing the tasks provided.
The surrounding was clean and serene ideal place to also study and learn on the organisation during
free periods or during breaks. As I previously stated, the employees were all welcoming and
supportive, bringing the incredible experience to a close and ensuring that it would be one that I would
never forget.

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5.2 Recommendation.
I would advocate forming a partnership between the National Hospital Insurance Fund and
TECHNICAL UNIVERSITY OF MOMBASA. This would provide University students with
opportunities for internships and careers within the organization.

Their friendly welcome and constant instruction throughout our time together in the offices were much
appreciated; as a result, we were able to build a nice bond with one another, as it was the nicest
internship experience, I've ever had.

I would strongly advise any students looking for a work-based learning internship to visit the
parastatal.

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