FAQ

C-Care is one of Uganda’s leading private healthcare providers, offering comprehensive primary, secondary and tertiary healthcare services through a network of hospitals, medical centres, laboratories and pharmacies. As part of the C-Care Group, which operates in Uganda and Mauritius, we combine medical expertise, modern technology and compassionate care to deliver safe, accessible and patient-centred healthcare. Our mission is to deliver the most caring medical expertise, always putting our patients first, while our vision is to be the most trusted healthcare partner in the region.

C-Care offers a comprehensive range of healthcare services, including:

General outpatient consultations
Specialist consultations
Emergency care
Inpatient services
Surgical services
Maternity and women’s health
Paediatrics
Laboratory services
Diagnostic imaging (CT Scan, MRI, X-Ray, Ultrasound and Mammography)
Pharmacy
Physiotherapy and rehabilitation
Dental services
Wellness and executive health screening
Occupational health services

Available services may vary by facility. Our Customer Care team can guide you to the most appropriate location based on your healthcare needs.

C-Care is one of Uganda's leading private healthcare providers, offering comprehensive primary, secondary and tertiary healthcare services through a network of hospitals, medical centres, laboratories and pharmacies. As part of the C-Care Group, which operates in Uganda and Mauritius, we combine medical expertise, modern technology and compassionate care to deliver safe, accessible and patient-centred healthcare. Our mission is to deliver the most caring medical expertise, always putting our patients first, while our vision is to be the most trusted healthcare partner in the region.

Operating hours vary by facility and service. C-Care hospitals provide emergency care 24 hours a day, seven days a week. Most outpatient clinics operate during scheduled daytime hours, while selected clinics provide extended or 24-hour services. Please contact the specific facility or our Customer Care team to confirm operating hours before your visit.

C-Care IHK provides 24-hour emergency and inpatient services. Selected C-Care IMC facilities also operate 24 hours to provide urgent medical care. If you require immediate medical attention, please contact our Customer Care team or visit the nearest C-Care emergency facility.

At C-Care, we believe that exceptional healthcare combines clinical excellence with genuine compassion. We invest in experienced medical professionals, modern medical technology, internationally recognised standards of care and a patient-centred approach that focuses on safety, quality and the overall patient experience. Our commitment is reflected in our promise of Expertise with Care.

C-Care offers more than 40 medical and surgical specialties, including cardiology, paediatrics, obstetrics and gynaecology, orthopaedics, urology, dermatology, ENT, psychiatry, general surgery and many others. Specialist availability varies by facility and schedule. Our Customer Care team can help you identify the appropriate specialist and arrange an appointment.

Yes. C-Care welcomes international patients, expatriates and medical travellers seeking healthcare in Uganda. We provide specialist consultations, diagnostics, surgery and inpatient care, with dedicated support to help coordinate appointments, treatment and estimates where required.

You can contact C-Care through our Customer Care Centre, by email, through our website, or by visiting any C-Care facility. Our team can assist with appointments, service enquiries, insurance queries, specialist schedules and general healthcare information.

For the latest contact details, please visit:
C-Care Uganda Contact Page

You can search for doctors by specialty or facility through the C-Care website or contact our Customer Care team for assistance. If you are unsure which specialist you need, we will guide you based on your symptoms, referral or healthcare needs and help you book the appropriate appointment.

Booking an appointment at C-Care is simple. You can book through our website, by contacting our Customer Care team, or by visiting any C-Care facility. When booking, please provide your preferred facility, doctor or specialty, and your preferred appointment date and time

Yes. Appointments can be booked online through the C-Care website. Simply select your preferred doctor or specialty, choose a suitable date and time, and submit your request. A member of our team will confirm your appointment where required.

Yes. You may book an appointment on behalf of a family member, child, parent or another person. Please provide the patient's correct personal details when making the booking.

Yes. If you are unable to attend your appointment, please contact Customer Care as early as possible to reschedule. This allows us to offer the appointment slot to another patient while helping you secure another convenient time.

Yes. Appointments may be cancelled by contacting Customer Care before your scheduled appointment time. We encourage patients to notify us as early as possible to minimise inconvenience and improve appointment availability for other patients.

Walk-in patients are welcome for most general outpatient services, subject to doctor availability. However, appointments are recommended for specialist consultations and selected diagnostic services to reduce waiting time and help us prepare for your visit.

Yes. You may request to see a specific doctor or specialist when booking your appointment. Appointments are subject to the doctor's availability and clinic schedule.

Some specialists may require a referral from a General Practitioner (GP) or another healthcare provider, while others accept direct bookings. If you are unsure, our Customer Care team will advise you based on the specialty you require.

Please bring:

A valid form of identification.
Your insurance card or payment details, where applicable.
A referral letter, if one has been provided.
Previous medical records, laboratory results or imaging reports related to your condition.
A list of any medications you are currently taking.

This information helps your healthcare provider make informed clinical decisions.

Appointments help us plan patient flow, but healthcare is not always predictable. Doctors may occasionally need to attend to emergency cases or patients whose consultations require more time than anticipated. We appreciate your patience and make every effort to keep waiting times as short as possible while ensuring every patient receives the care they need.

Once your appointment has been successfully booked, you will receive confirmation through the agreed communication channel. If you do not receive confirmation or would like to verify your appointment, please contact Customer Care before travelling to the facility.

If you arrive after your scheduled appointment time, our team will do its best to accommodate you. However, depending on the clinic schedule and patient volume, you may need to wait for the next available slot or reschedule your appointment.

C-Care works with a wide range of local and international health insurance providers. Insurance acceptance may vary depending on your policy, benefit limits, employer arrangements and the specific service required. Please contact Customer Care or your insurer to confirm your cover before your visit.

Coverage depends on your insurance policy and benefits. Before treatment, our Insurance Team will verify your eligibility and obtain any required pre-authorisation from your insurer. If a service is not covered, we will inform you before treatment whenever possible.

If your insurance does not cover a particular service or procedure, you may choose to pay privately. Our team will explain the applicable charges and available payment options before proceeding with treatment.

Some insurance providers require pre-authorisation before approving selected investigations, procedures, admissions or specialist services. This is an insurance requirement designed to confirm that the proposed treatment is covered under your policy.

The turnaround time depends on your insurance provider and the type of service requested. Some approvals are issued within minutes, while others may take several hours or longer. C-Care submits requests promptly and follows up with insurers to minimise delays.

Emergency treatment is provided immediately based on clinical need. For non-emergency services that require insurance approval, treatment may begin once authorisation is received. If you prefer not to wait, you may choose to pay privately, subject to the applicable terms.

Most insurance providers cover services across the C-Care network. However, some insurers restrict cover to specific facilities, services or provider networks. We recommend confirming your benefits before your visit.

C-Care accepts a variety of payment methods, including cash, Mobile Money, debit and credit cards, bank transfers, approved insurance providers and the C-Care Health Card where applicable.

Yes. C-Care can provide cost estimates for consultations, investigations, procedures and admissions. Estimates are based on the information available at the time and may change if your treatment requirements change after clinical assessment.

Yes. Family members, employers or other authorised individuals may pay for a patient's treatment. Depending on the circumstances, our team may require the patient's details and confirmation of the intended payment.

Payment arrangements may be available for selected services and are assessed on a case-by-case basis. Please speak with our Finance team before treatment to discuss the available options.

Refund requests should be submitted to the Finance Department through the treating facility. Refunds are processed in accordance with C-Care's refund policy after the necessary verification and approvals have been completed. The processing time may vary depending on the payment method and the nature of the request.

The C-Care Health Card is a prepaid healthcare wallet that enables individuals, families and businesses to save towards future healthcare expenses. Funds saved on the card can be used to pay for healthcare services across participating C-Care facilities.

The Health Card is designed for individuals, families and organisations looking for a convenient way to plan and pay for healthcare. It is particularly suitable for people who pay for healthcare out of pocket and businesses seeking a flexible employee healthcare benefit.

The Health Card helps you prepare for planned and unexpected healthcare expenses by allowing you to save gradually. It also provides access to exclusive Health Card benefits while encouraging continuity of care within the C-Care network.

The Health Card costs UGX 15,000. A minimum initial deposit of UGX 25,000 is required to activate your health wallet.

You can register at any participating C-Care facility or through the available self-registration platform. Once registered, your Health Card account is created and linked to your unique card number

You can load funds through Mobile Money using the designated USSD payment process or by making a direct deposit into C-Care's designated bank account. Once payment is received, your Health Card wallet is automatically credited.

No. The Health Card operates as a cashless healthcare wallet. Funds can only be loaded electronically through approved payment channels.

Yes. The principal cardholder may authorise family members or other dependants to use the same Health Card wallet, provided sufficient funds are available.

Yes. Employers can purchase and fund Health Cards for employees as an affordable healthcare benefit. This solution is particularly suitable for organisations that wish to support employee healthcare without providing comprehensive medical insurance.

The Health Card can be used across participating C-Care hospitals and medical centres for eligible healthcare services, subject to the available wallet balance.

The Health Card can be used to pay for consultations, laboratory services, diagnostic imaging, pharmacy purchases, wellness services and most other billable healthcare services offered at participating C-Care facilities.

Health Card holders enjoy exclusive discounts on selected C-Care services, including consultations, laboratory services, pharmacy purchases and other promotional offers that may be available from time to time. Available discounts are subject to the prevailing Health Card terms and conditions.

If your Health Card is lost, please notify C-Care immediately. A replacement card can be issued after verification. Replacement charges may apply.

Yes. Unutilised funds may be withdrawn after 12 months, subject to the Health Card terms and conditions.

No. Funds remain available until they are fully utilised. This allows cardholders to continue building their healthcare savings over time.

You can check your available balance at any participating C-Care facility. Additional self-service balance enquiry options may be introduced as digital services continue to expand.

C-Care laboratories provide a comprehensive range of diagnostic tests, including routine blood tests, microbiology, biochemistry, haematology, immunology, hormone testing, pathology and specialised investigations. Laboratory services are available at selected C-Care facilities.

Most routine laboratory tests are available on a walk-in basis and do not require an appointment. However, some specialised tests may require prior booking or preparation. Please contact Customer Care if you are unsure.

Some laboratory tests, such as fasting blood sugar and lipid profile tests, require fasting before the sample is collected. Other tests do not. When booking your test, our team will advise you if any preparation is required.

The turnaround time depends on the type of test performed. Many routine laboratory results are available on the same day, while specialised tests may take longer. Your healthcare provider or laboratory staff will advise you when your results will be ready.

Yes. Where applicable and upon request, laboratory results may be shared securely by email after appropriate patient verification. Some results may only be released through your treating doctor depending on the nature of the test.

Yes, provided they have your authorisation and satisfy the required identification and confidentiality requirements. Certain sensitive results may only be released directly to the patient or the requesting healthcare provider.

Yes. Patients may request selected laboratory tests directly. However, some specialised investigations require a doctor's request to ensure the appropriate test is performed and interpreted correctly.

Most insurance providers cover laboratory investigations that are included within your policy benefits and are medically necessary. Coverage depends on your insurance provider and may require pre-authorisation for certain specialised tests.

Please contact Customer Care to confirm the availability of DNA testing. Where the service is not available directly at C-Care, we will advise you on the available options or referral pathways.

Yes. C-Care accepts laboratory requests from licensed healthcare providers. Please bring the original laboratory request form or doctor's prescription when you visit.

Digital access to laboratory results may be available for selected services. Where online access is not yet available, results can be collected from the treating facility or shared through approved communication channels after patient verification.

C-Care laboratories operate in accordance with recognised quality standards and participate in quality assurance programmes to support accurate and reliable diagnostic services. Accreditation status may vary by laboratory location.

C-Care offers a comprehensive range of diagnostic imaging services, including CT Scan, MRI, X-Ray, Ultrasound, Mammography, Fluoroscopy and other specialised imaging services. Availability may vary by facility.

Most imaging examinations require a referral from a licensed healthcare practitioner. This helps ensure the appropriate investigation is performed based on your medical condition.

Yes. CT Scans and MRI examinations are performed by appointment to allow adequate preparation and scheduling. Our Customer Care team will assist you in booking the earliest available appointment.

Walk-in X-Ray and Ultrasound services are available at selected C-Care facilities, subject to radiographer and radiologist availability. Some specialised examinations may require an appointment.

Preparation depends on the type of MRI examination. You may be asked to avoid eating before certain scans or remove all metallic objects before entering the MRI room. Our Radiology team will provide specific instructions when your appointment is confirmed.

Yes. MRI uses magnetic fields and radio waves to produce detailed images of the body. It does not use ionising radiation. Before the examination, you will be screened for any implants, pacemakers or metallic devices that may affect your safety.

A CT Scan uses X-rays to produce detailed images and is commonly used for trauma, chest, abdominal and emergency conditions. MRI uses magnetic fields and is particularly useful for examining the brain, spine, joints, muscles and soft tissues. Your doctor will recommend the most appropriate examination based on your condition.

The duration depends on the type of examination. X-Rays are usually completed within a few minutes, while CT Scans and MRI examinations may take between 20 and 60 minutes depending on the area being examined.

Imaging results are reviewed and reported by a qualified radiologist. Turnaround times vary depending on the examination performed and clinical urgency. Our team will advise you when your report will be available.

Yes. Where appropriate and after patient verification, imaging reports may be shared securely through approved digital channels. Images may also be provided electronically or on approved storage media where applicable.

Yes. C-Care offers Mammography services for breast cancer screening and diagnostic evaluation at selected facilities. Appointments are recommended to minimise waiting time.

Yes. EEG (Electroencephalography) services are available at selected C-Care facilities. EEG is used to assess the electrical activity of the brain and is commonly requested for patients with seizures, epilepsy and other neurological conditions.

The cost depends on the type of examination, the body part being examined and whether contrast is required. Please contact Customer Care or your preferred C-Care facility for the latest pricing and available packages.

Most insurance providers cover medically necessary imaging services in accordance with the patient's policy benefits. Some investigations may require pre-authorisation before they can be performed.

Yes. If you have previous imaging reports or films from another healthcare provider, please bring them to your appointment. They help your doctor compare findings and avoid unnecessary repeat examinations.

Yes. C-Care operates fully licensed pharmacies at selected hospitals and medical centres, providing a wide range of prescription medicines, over-the-counter medications and healthcare products.

Yes. Over-the-counter medicines can be purchased without a prescription. However, prescription-only medicines can only be dispensed upon presentation of a valid prescription from a licensed healthcare practitioner.

Yes. C-Care pharmacies accept valid prescriptions issued by licensed healthcare practitioners. Our pharmacists will review the prescription before dispensing medication and may contact the prescribing doctor if clarification is required.

Yes. If you have a valid prescription, you may refill your medication at any participating C-Care pharmacy, subject to medicine availability and applicable pharmacy regulations.

You can contact the pharmacy directly or speak with our Customer Care team to check the availability of a specific medicine before visiting the facility.

Yes. C-Care pharmacies stock a wide range of specialised medicines. Availability may vary depending on the medicine and the facility. If a medicine is not immediately available, our pharmacy team will advise you on the expected availability or suitable alternatives where appropriate.

Yes. A representative may collect medication on your behalf where appropriate. For prescription medicines, the representative may be required to provide the original prescription, patient details and proof of authorisation.

Many insurance providers cover prescribed medicines in accordance with the patient's policy benefits. Coverage varies by insurer and medication. Our pharmacy and insurance teams can assist in confirming your eligibility.

Yes. Eligible pharmacy purchases can be paid for using the C-Care Health Card, provided sufficient funds are available in your Health Card wallet and the purchase meets the applicable terms and conditions.

For patient safety, medicines that have left the pharmacy cannot normally be returned or exchanged. Exceptions may apply where an error occurred during dispensing or where the medicine is found to have a quality defect.

Yes. C-Care procures medicines through approved suppliers and follows strict pharmaceutical quality standards to ensure patients receive safe, genuine and quality-assured medicines.

Yes. Our pharmacists are available to explain how to take your medicines correctly, including dosage, timing, possible side effects, storage requirements and any important precautions.

Medicine delivery services may be available at selected C-Care facilities. Please contact your nearest C-Care pharmacy or Customer Care to confirm availability and delivery arrangements.

If your prescribed medicine is temporarily unavailable, our pharmacist will advise you on the expected availability. Where clinically appropriate, your doctor may recommend a suitable alternative medicine.

Yes. Our pharmacists are available to answer questions about medicines, explain how to use them safely and help you make informed decisions about over-the-counter healthcare products.

Yes. C-Care provides 24-hour emergency medical services through designated facilities. Our Emergency Departments are staffed by experienced healthcare professionals equipped to manage medical, surgical and trauma emergencies.

You should visit the Emergency Department immediately if you or a loved one experiences severe chest pain, difficulty breathing, loss of consciousness, severe bleeding, stroke symptoms, major injuries, seizures, severe allergic reactions or any other life-threatening condition. If you are unsure, contact our Customer Care team for guidance or proceed to the nearest emergency facility.

Yes. C-Care provides ambulance services for medical emergencies, inter-facility transfers and planned patient transportation. Our ambulances are equipped to provide safe patient transport under the care of trained medical personnel.

You can request an ambulance by contacting the C-Care Emergency Team or Customer Care. When requesting an ambulance, please provide the patient's location, contact details, condition and any landmarks that will help our team reach you quickly.

Yes. Subject to clinical assessment and availability, C-Care ambulances can facilitate transfers between healthcare facilities where continued treatment at C-Care is required.

Yes. C-Care provides Intensive Care Unit (ICU) services for critically ill patients requiring specialised monitoring and treatment. ICU admission is determined by the treating medical team based on the patient's clinical condition.

ICU bed availability changes throughout the day based on patient admissions and discharges. Please contact our Emergency Department or Customer Care team for the latest information. Bed availability cannot be guaranteed until confirmed by the hospital.

Patients may be admitted through the Emergency Department, following a consultation with a C-Care doctor or specialist, or through a referral from another licensed healthcare provider. Admission is based on your clinical needs and your doctor's recommendation.

Please bring:

A valid form of identification.
Your insurance card or payment details, where applicable.
Any referral documents or previous medical records.
Current medications, if requested by your doctor.
Personal items required for your hospital stay.

Yes. Private rooms are available at selected facilities, subject to availability and the category of accommodation requested. Our Admissions team will explain the available room options and applicable charges.

Visiting hours vary depending on the hospital, ward and the patient's condition. Some specialised units, including ICU and neonatal care, may have restricted visiting arrangements to protect patients. Please check with the nursing team before visiting.

In certain circumstances, one caregiver may be allowed to stay with the patient, particularly for children, elderly patients or those requiring additional support. This is subject to hospital policy and clinical considerations.

Your doctor will authorise your discharge once you are medically fit to leave the hospital. Before discharge, you will receive your discharge summary, prescriptions, follow-up instructions and guidance on any continuing care that may be required.

Your healthcare provider will advise you on any follow-up appointments, medications, investigations or rehabilitation services required after discharge. If you have any concerns after leaving the hospital, please contact your treating doctor or Customer Care for guidance.