THE CO-OPARATIVE UNIVERSITY OF KENYA

P.O Box 62,000-00200 NAIROBI, KENYA

Email: info@cooparative.ac.ke

ATTACHMENT REPORT
BY
KALOKI KELSY MUENI
REG No: BSCF001/0075/2018
A REPORT SUBMITTED IN FULL FULFILLMENT OF THE
REQUIREMENT FOR THE AWARD OF BACHELORS IN
FINANCE.

ATTACHMENT PERIOD:
1ST SEPTEMBER 2023 TO 30TH NOVEMBER 2023
DECLARATION
I declare to the best of my knowledge that this is my original work, after the completion of three
months’ industrial attachment at Crown paints PLC(Industrial Area Branch-Nairobi) and that it
has not ever been written again from any unauthorized source or has it been submitted to any
other institution for the award of marks or any other purpose.

Name: KALOKI KELSY MUEI

REG NO:BSFC01/0075/2018
Date……………….
Signature……………….

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ACKNOWLEDMENT
I want to pass my sincere gratitude to those who participate in giving me information and ideas
on how to write this report. My thanks are also extended to those who gave me training support,
psychological and morals support during my attachment period. Additional to this however, I
would like to appreciate all of you who made my industrial attachment a success.

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DEDICATION
First, I dedicate all of gratitude and honor to the Almighty God who has guided me in writing
this report. To my friends and parents with a lot of respect who have provided me spiritual and
moral support. Finally, to my supervisor Rachel Mureu, Jane march and…., my colleague Joyce
Kerubo and all the entire NHIF staffs for their proper guidance as far as this report is concerned
and for their moral support.

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Table of Contents
DECLARATION......................................................................................................................... ii
DEDICATION...........................................................................................................................iii
ACKNOWLEDMENT................................................................................................................ iv
LIST OF FIGURES....................................................................................................................vii
LIST OF ABBREVIATIONS AND ACRONYMS...........................................................................viii
DEFINATION OF TERMS..........................................................................................................ix
EXECUTIVE SUMMARY............................................................................................................x
CHAPTER ONE................................................................................................................................ 1
INTRODUCTION............................................................................................................................. 1
1.1 Geographical Location......................................................................................................1
1.2 History and Background....................................................................................................1
1.3 Mission, Vision, Culture and the core values....................................................................2
1.3.1 Vision............................................................................................................................. 2
1.3.2 Mission.......................................................................................................................... 2
1.3.3 Culture........................................................................................................................... 2
1.3.3.1 Time............................................................................................................................ 2
1.3.3.2 Corruption free zone.................................................................................................. 2
1.3.3.3 Smoking...................................................................................................................... 2
1.3.4 Core Values....................................................................................................................2
1.4 Organizational Structure...................................................................................................2
1.4.1 NHIF Management Structure.........................................................................................3
CHAPTER TWO............................................................................................................................... 4
GENERAL AND SPECIFIC ACTIVITIES UNDERTAKEN........................................................................4
2.1 GENERAL ACTIVITIES UNDERTAKEN..................................................................................4
2.1.1 Registration Department...............................................................................................4
2.1.2 BIOMETRIC DEPARMENT...............................................................................................4
2.1.3 Finance and Accounts Department...............................................................................4
2.1.4 Quality Assurance Department......................................................................................5

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 2.1.5 Scanning and Printing Department................................................................................5
2.1.6 Claims Department........................................................................................................5
2.1.7 Customer Care and Enquiries Department....................................................................5
2.2 SPECIFIC ACTIVITIES UNDERTAKEN...................................................................................6
2.2.1 Registration Department...............................................................................................6
2.2.2 Biometric Department...................................................................................................6
2.2.3 Scanning and Printing Department................................................................................6
2.2.4 Claims Department........................................................................................................7
2.2.5 Finance and Accounts Department...............................................................................7
CHAPTER THREE.............................................................................................................................8
KNOWLEDGE AND SKILLS GAINED.................................................................................................8
3.1 Knowledge........................................................................................................................ 8
3.2 Technical skills.................................................................................................................. 8
3.2.1 A profile of skills and competencies gained/acquired...................................................8
3.3 Profile competency........................................................................................................8
3.4 Analysis Observations and Critique..................................................................................9
3.5 Strategy for utilization of contact established during attachment.................................10
CHAPTER FOUR.....................................................................................................................11
SUMMARY, CONCLUSION AND RECOMMENDATIONS.................................................................11
4.1 SUMMARY...................................................................................................................... 11
4.2: CONCLUSION................................................................................................................. 11
4.3 RECOMMENDATIONS..................................................................................................... 12
REFERENCE.................................................................................................................................. 13

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LIST OF FIGURES
Figure 1.1 NHIF Management Structure

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LIST OF ABBREVIATIONS AND ACRONYMS
NHIF-National Hospital Insurance Fund
FFS-Free Fee Service
COTU-Central Organization Trade Unions
KSH-Kenya Shillings
UHC-Universal Health Coverage
EFT-Electronic Fund Transfer
LPO-Local Purchase Order

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DEFINATION OF TERMS
Fund-A sum of money saved or made available for a particular purpose.
Free Fee Service-ordered service as a selection of the services, based on the selection and order
of the customer for which the customer will not pay a fee for the guaranteed period of time
Insurance-An arrangement by which a company or the state undertakes to provide a guarantee
of compensation for a specified loss, damage, illness or death in return for payment of a specified
premium.
Insurer-A person or company that contracts to indemnify another in event of loss or damage.
Indemnify-To compensate someone for harm or loss.

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EXECUTIVE SUMMARY
This report presents the findings and experience gained during the attachment period at National
Hospital Insurance Fund, located in Imara Daima along Mombasa highway in Nairobi County.
To achieve the overall goal of the attachment, it was mandatory to cover all the areas assigned in
order to gain skills and knowledge on different areas within the organization.
Chapter one generally talk about the NHIF analysis. It states the NHIF background information,
mission, vision, core values and structure.
Chapter two describe general activities undertaken in the organization and specific activities I
was assigned during my attachment period.
Chapter three state knowledge and skills gained, profile competency, organization analysis,
observation and critique and strategy for utilization of contacts established during attachment.
Chapter four indicates the summary, conclusion and recommendations on areas which I
believes the NHIF needs to improve in order to serve the client efficiently and effectively

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 CHAPTER ONE

INTRODUCTION
The National Hospital Insurance Fund (NHIF) is a Social Health Insurance Scheme and a state
Corporation operating under the Act of Parliament No. 9 of 1998. The core function is to provide
medical insurance cover for Kenyans. NHIF recognizes that quality health care is essential to the
well-being of any nation. NHIF health insurance cover enables Kenyans to pay a premium when
they are well so that they can access quality health care anytime they need it.

1.1 Geographical Location

Crown Berger PLC is located at Likoni road, Industrial area along Jogoo road near opposite KIE.

1.2 History and Background

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The NHIF was established in 1966 under CAP 255 of the Laws of Kenya to be run by an
Advisory Council appointed by the Ministry of Health. It catered for salaried employees earning
Ksh. 1,000 and above per month, making a monthly contribution of Ksh. 20 per month. In 1972
an amendment was made to incorporate the voluntary members and self-employed members at a
monthly contribution of Ksh. 60. In 1998, Cap 255 was repealed and replaced by the NHIF Act
No. 9 of 1998 which transformed the Fund to a state Corporation managed by an all-inclusive
Board representing various stakeholders and interested groups.
The transformation of NHIF from a department of the Ministry of Health to a state of corporation
was aimed at improving effectiveness and efficiency. The Fund's core mandate is to provide
medical insurance cover to all its members and their declared dependents (spouse and children).
The NHIF membership is open to all Kenyans who have attained the age of 18 years and above.
NHIF has 95 fully autonomous branches, satellite offices and a presence in the 47 Huduma
Centres across the country. Each of these branches and satellite offices offers all NHIF services.
Smaller satellite offices and service points in district hospitals also serve these branches.
For the past 50 years, NHIF has been committed to provide accessible, affordable, sustainable
and quality healthcare to its members with the aim of improving the social welfare and
productivity of the nation. Therefore, it assists the health sector towards the realization of the
Millennium Development goals and vision 2030 through improving the healthcare situations in
Kenya. In addition to that it is a major entity in the realization of the governments big four
agenda under universal health coverage (UHC)

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1.3 Mission, Vision, Culture and the core values.

1.3.1 Vision
To be the most preferred innovative and colorful brand.

1.3.2 Mission
“Transforming lifestyles by providing world-class coating solutions whilst caring for the
environment and community.”

1.3.3 Culture
Organizational culture is the personality of the organization. Culture is comprised of the
assumptions, values, norms and tangible signs of organization members and their behaviours.
The following are the organizational culture:

1.3.3.1 Time
Reporting time to all employees is at 8.00am and leaving time is 5.00pm unless is a special
arrangement of shifts and over time. Offices operates from Monday to Friday.

1.3.3.2 Discipline
NHIF is a corruption free zone and in the organization is not allowed to take bribes.

1.3.3.3 Hard work

NHIF does not allow smoking in the office.

1.3.4 Core Values

I. Integrity
II. Transparency
III. Think big
IV. ownership
V. Innovation

1.4 Organizational Structure

NHIF is run by a board of 14 directors comprised of representatives drawn from all key
stakeholders and is charged with policy formulation and decision making on all policy matters.
Also, a senior management team comprising of professionals works with their staff to address
the needs of all their clients and provide strategic planning for the Fund's future goals. NHIF is
managed by an all-inclusive Board of Directors representing various stakeholders and interested
groups as follows: -
1) Ministry of Health. 8) Kenya National Farmers Union.
2) National Treasury. 9) Federation of Kenya Employers.

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3) Ministry of Devolution and Planning. 10) Association of Kenya Insurers.
4) COTU. 11) Christians Association of Kenya.
5) Directorate of Public Service Management. 12) National Council of NGOs
6) The Kenya National Union of Teachers. 13) Kenya Medical Association.
7) Director of Medical Services. 14) Director of State Corporation

1.4.1 NHIF Management Structure

The following Chart is the Management Structure of NHIF.
Figure: 1.1 NHIF Management Structure

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 CHAPTER TWO

GENERAL AND SPECIFIC ACTIVITIES UNDERTAKEN

2.1 GENERAL ACTIVITIES UNDERTAKEN

2.1.1 Registration Department

This section is where the members’ details are captured and filed into the system. Information
such as the full names, date of birth, job group, contributors and dependents details and
respective ministries in which an individual works are updated. This information has to be
updated and verified in case of any amendments that could arise. All data is captured into the
system using a special program. The following duties are carried out in this department:
i. Registration of new members.
ii. Capturing of data and amending the existing records: added the names of their
dependents (spouse and children).
iii. Verifying files from the system.
iv. Filing of the contributor’s information using the QVT terminal.
v. Physical filing of the registration and amendment forms (manual filing).
vi. Preparation of new employer & staff files.
vii. Tracing files required by clients or staff to access information.
viii. Ensuring the records movement file is properly managed.
ix. Updating all files with the respective documents brought in.
x. Making sure the filing order is correct and easily accessible

2.1.2 BIOMETRIC DEPARMENT

This entailed capturing the figure prints of the clients into the system to enable them to access
health services in various hospitals in the absence of Id number and membership number.

2.1.3 FINANCE AND ACCOUNTS DEPARTMENT

i. Updating, Posting and Payment of inpatient and outpatient benefits claims by hospitals
for the inpatient and outpatient customers.
ii. Payment of suppliers for example local purchase order (LPO) and invoices.
iii. Revenue/account receivable.
iv. Updating and posting of NHIF monthly contribution through M-Pesa and correction of
errors made during payment.
v. Electronic fund transfer (EFT); confirming payments from the statement and the receipt.
vi. Online banking e.g. updating and posting of cash and cheques deposits.
vii. Reconciliation (bank statement and cashbook).

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viii. Customer care services
ix. Claims processing to various beneficiaries

2.1.4 QUALITY ASSURANCE DEPARTMENT

Here, the tasks mostly invoices both oral and verbal communication with the clients. It involves;
i. Answering client’s queries.
ii. Assisting those who need approvals to get treatment from a facility of their choice.
iii. Writing letters of admission, extension and medical prescription.
iv. Entry of accredited hospitals in the system.

2.1.5 SCANNING AND PRINTING DEPARTMENT

i. Counter checking of members’ payment data before authorizing members’ cards to be
printed.
ii. Downloading, cropping, resizing, renaming of contributor’s and dependents’ photos for
purposes of printing of cards.
iii. Printing and issuing of members’ cards
iv. Scanning of member photos to appear under their personal information
v. Dispatching the issued cards either manually or in the system.

2.1.6 CLAIMS DEPARTMENT

i. Correctness of information
ii. Issuing voucher numbers to payment vouchers
iii. Confirmation of figures of cheques to be paid alongside statements and details in the
cheque register
iv. Printing of edit lists and remittance advices for claims payments
v. Attaching remittance advice to the cheques and noting down clients’ details to facilitate
communication

2.1.7 CUSTOMER CARE AND ENQUIRIES DEPARTMENT

Here, the tasks mostly involved both oral and verbal communication with clients. It involved
answering of clients queries and guiding them on the various measures they would take in case
they defaulted in the payment of the insurance fund. In this section the clients were able to check
and obtain their statements. Due to the very long contact with clients, employees here work in
shifts to avoid monotony and fatigue.
i. Welcoming customers by listening and answering their queries.
ii. Directing the clients to the various sections they ought to visit for more help.
iii. Helped in printing out of patients NHIF personal financial statements when requested.

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 iv. Help printing of the patients’ statements.

2.2 SPECIFIC ACTIVITIES UNDERTAKEN

The following is an outline of the main activities and duties I was assigned in various
departments during my attachment period

2.2.1 REGISTRATION DEPARTMENT

The Operation department is a busy environment where the staff members freely interact with
the members of NHIF. I was trained by Elizabeth W Kimani and Carol Wangombe. All the
member data entry and the management of the member information is done under this
department. The following are the main duties and tasks I was assigned to:
i. Registration of new members.
ii. Capturing of data and amending the existing records: added the names of their
dependents (spouse and children).
iii. Verifying files from the system.
iv. Filing of the contributor’s information using the QVT terminal.
v. Physical filing of the registration and amendment forms (manual filing).
vi. Tracing files required by clients or staff to access information.
vii. Ensuring the records movement file is properly managed.
viii. Updating all files with the respective documents brought in.
ix. Making sure the filing order is correct and easily accessible

2.2.2 BIOMETRIC DEPARMENT

In this department, I was able to capture clients, figure prints and submit them conveniently. I
was trained by Carol Wangombe.

2.2.3 SCANNING AND PRINTING DEPARTMENT

In this department was able to learn the following;
i. Counter checking of members’ payment data before authorizing members’ cards to be
printed.
ii. Downloading, cropping, resizing, renaming of contributor’s and dependents’ photos for
purposes of printing of cards.
iii. Printing and issuing of members’ cards
iv. Scanning of member photos to appear under their personal information
v. Dispatching the issued cards either manually or in the system.
I learnt the above from Carol Wangombe.

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2.2.4 CLAIMS DEPARTMENT
The following were the main activities I was exposed to in this department;
i. Correctness of information
ii. Issuing voucher numbers to payment vouchers
iii. Confirmation of figures of cheques to be paid alongside statements and details in the
cheque register
iv. Printing of edit lists and remittance advices for claims payments
v. Attaching remittance advice to the cheques and noting down clients’ details to facilitate
communication.
I was guided all the above activities Leah Onsare and my colleague Joyce Kerubo.

2.2.5 ACCOUNTS AND FINANCE

The following are the main duties I was subjected to during the period I was attached at the
accounts department. I was guided by Leah Onsare and my colleague, Joyce Kerubo.
i. Printing FFS payment voucher and edit lists for manual claims.
ii. Checking FFS outpatient claims.
iii. Authorization of FFS outpatient claims.
iv. Verifying and validating that the data captured in the system and the information

provided in the claim form tallies.

v. Posting claims vouchers to treasury for payment Check of the claims and approving them
for payment to be settled.

vi. Verify that the claim document has all the relevant supportive documents required for the

claim to be processed.

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 CHAPTER THREE

KNOWLEDGE AND SKILLS GAINED

3.1 Knowledge
During my attachment period, I was able to learn the following
i. Teamwork-We all have together in order to achieve possible targets in the organization.
ii. Adaptability is also required in the organization since you work with different people
from different social background.
iii. Communication is key in an organization.
iv. One has to be responsible in order to complete specific tasks given

3.2 Technical skills

i. Computer skills and operation: - During the attachment I was able to learn how to handle
the NHIF system thus gaining technical efficiency.

3.2.1 A profile of skills and competencies gained/acquired

During my attachment period I gained and acquired:
i. A profile skills
ii. Communication skills
iii. Technical proficiency
iv. Adaptability
v. Time management
vi. Teamwork
vii. Work ethics
viii. Initiative
ix. Critical thinking.
The department was interactive with the other departments like finance department which its
main work was to pay hospital claims, receiving payment from different directors and pay the
employees of the organization and HR department which involve with the hiring of new
employees and interpersonal skills.
There was also interaction among the employees.

3.3 Profile competency

i. Embracing teamwork and cooperation in serving the customer. In order to accomplish

the corporation, set goals, all the staff must work as a team for the success of any

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 organization. I effectively and efficiently collaborated with my supervisor and other staff

members to accomplish the organization set goals.

ii. Ethical practice and good code of conduct. Throughout the duration of attachment, I

maintained high ethical standards and good code of conduct.

iii. Honesty and Integrity. Sometimes it is very hard to tell clients what they don’t expect.

Being honest and maintaining integrity while still giving confidence to the client that this

is the best policy is something that I constantly observed. I have mastered the art of

honesty and integrity to the best practice in serving the customers and hit the organization

expectations and trust bestowed upon me.

iv. Technical skills. After being taught various tasks, I was able to possess the knowledge,

understanding and expertise required to carry out assigned work effectively. Through

these, I was able to save the organization time and money as I worked as an extra staff.

3.4 Analysis Observations and Critique

i. System failure. Sometimes customer stayed long and others went unattended when the
system failed. The system failure attracted complains from the clients for taking a long
time waiting for services. The system failure had been brought by an upgrade of the
whole system inter-connection, but the problem was fixed with time and things run as
usual.
ii. Slow system and computers. Slow system and computer sometimes could create long
queues when customers flocked in seeking services. Some of the computers used were
old and slow whereby they hung and gave a slow response to the command given. The
NHIF system is interconnected via an internet connection. Despite the fact there are many
operations at NHIF are computerized and relying on the network, the connection is slow
and thus reducing the efficiency. Time is wasted waiting while requests are being
processed.
iii. Choice of outpatient medical facilities. Wrongful capture of some members’ choice of
outpatient medical facility. Some members came with complaints after attending their
preferred hospitals that they were given the wrong choice of their outpatient medical
facility. Short duration given for the change of the medical facility seemed inadequate for
many members had not changed to their preferred choice at the date of closure.

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 iv. Public Relation: This help me improve my communication skills toward internal
customers, fellow workmate and even my superior use accounting packages: used excel
to enter data, update information and prepare reports.

3.5 Strategy for utilization of contact established during attachment

In the course of the attachment placement period, I was able to interact with various officers and

staff members whereby I developed essential contacts that will be helpful even after completion

of my attachment. Additionally, I gained considerable experience that will boost my CV for the

interest of potential employers and NHIF is an equal opportunity provider. The supervisors and

field officers will form a reliable team of referees for my future job searches. The skills acquired

in the firm will play an important role in shaping my career and approaches to work.

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 CHAPTER FOUR

SUMMARY, CONCLUSION AND RECOMMENDATIONS

4.1 SUMMARY
I was glad to secure attachment at the NHIF office. I was able to influence customers’ attitude so
that they can attain their membership at the organization. The experience and communication
skills I got were put into task as there was a lot of interaction among the various employees to
the company. I had a pleasant and wonderful moment at the company and it really enable me to
be professional in learning.
NHIF is aimed at enhancing social transformation in all activates and services. The professional
and support staff are self-motivated to work in this project. I was able to interview some of the
staff at NHIF. Most of them admitted that they did not work for monetary gain. They are inspired
to work hard in order to help the citizens of Kenya to have better and healthy lives.
NHIF is upholding the dignity of humanity in a very big way. The project puts the human being
at the centre of all its activities. The organizations activates are designed to work for the citizens
of Kenya. They are highly valued and honoured because without them the project would not be
existent.

4.2: CONCLUSION
Industrial attachment offers students opportunities to apply and put into practice what they have
learnt in class. It exposes them to work methods that are never taught in lecture rooms.
It also provides them an opportunity to assess their interests in the careers they are pursuing as
they acquit themselves with expectations of working in highly competitive environments.
The training process strengthens linkages between universities and organisations countrywide.
In review, the training has been a success and I have gained a lot of practical skills. I had an
opportunity to work in a quite fantastic environment and connected with various people. I have
gained a lot of experience and knowledge in my finance field and got enriched with wisdom
necessary in the business world.
Additionally, I have gained some life skills such as punctuality, integrity, coordination with
others etc. I have developed interest in my career and made good transition from school to
outside world of work.
The training program therefore should be maintained for students to learn more practically as it
has been quite a rewarding experience.

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4.3 RECOMMENDATIONS
The following recommendations can be followed up so as to ensure that both the organization
that I was attached to and the university improve their approach to industrial attachment:
i. Computer servicing and maintenance should constantly be done to solve the problem of

slow system and computers. Also, the management should deploy an IT technician at the

Branch level who can be fixing most of the internet connection problems and system

maintenance.

ii. The duration of the change of outpatient medical facility should be adequate and

effectively communicated and ensure all members are aware.

iii. Constantly check the system to ensure effectiveness and efficiency. In case there is

system upgrade, there should be proper communication to all stakeholders notifying them

of the changes being undertaken. The right measures should be set in place to ensure that

daily operations are not affected by system changes.

iv. The members should refrain use of mobile money when an immediate update of the

payment made is required and use the alternative payment via the bank accounts. NHIF

should collaborate with Safaricom agency and ensure the delay problem is fixed and also

it should take good consideration in future when introducing new payment platforms.

v. Motivation. The organization should consider paying their trainees at least a small portion

of their ‘would be’ jobs so as to facilitate their movement. It will also go a long way to

motivate them and improve their performance in the organization.

vi. The management should include the employees in the decision making process, this will
make the employees feel part of the company instead of imposing decisions on them.

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 REFERENCE
1. NHIF: (National Hospital Insurance Fund)
2. Mbau, R., Kabia, E., Honda, A., Hanson, K., & Barasa, E. (2020). Examining purchasing
reforms towards universal health coverage by the National Hospital Insurance Fund in
Kenya. International journal for equity in health, 19(1), 1-18.
3. Wanjira, M. R., & Njiru, L. (2020). Influence of Psychological Demands on Job
Satisfaction among the Employees of the National Hospital Insurance Fund in Kenya.
Edition Consortium Journal of Psychology, Guidance, and Counseling, 2(1), 149-158.
4. Ributhi, J. N. (2020). Influence of knowledge centered culture on organizational agility:
The mediating role of tacit knowledge sharing Members of National Hospital Insurance
Fund (Doctoral dissertation, KeMU).

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