As OnLocum prepares to scale, our pilot at Mulatya Memorial Hospital in Makindu offered invaluable lessons. This rural facility, like many across Kenya, faces constant pressure to maintain quality care amid staffing gaps, unpredictable patient loads, and tight budgets.
We designed this pilot not just to test our platform, but to listen and learn from a real hospital’s frontline challenges. What we discovered helps shape the future of OnLocum and highlights what hospitals truly want from a staffing partner—not just a digital connector.
1. Speed Matters, But So Does Fit
Mulatya’s team emphasized a common pain point: delays in finding qualified staff—especially on short notice. But they also pointed out that the wrong fit (unreliable, underqualified, or culturally misaligned providers) is often worse than no provider at all.
What they wanted:
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Fast response times
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Pre-vetted, credentialed professionals
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Local familiarity where possible
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Ability to set strict shift requirements
How OnLocum responded:
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Shift requests were fulfilled in under 20 minutes in 87% of cases
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Employers could filter by vetting tier, reputation score, and specialty
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Repeat matching allowed for provider familiarity over time
2. Trust is Earned—Not Assumed
Mulatya’s management initially viewed OnLocum as “just a connector,” and were concerned about accountability and risk. What if a provider no-shows? Who’s responsible? Who ensures quality?
What they wanted:
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Clear guarantees and escalation paths
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Visibility into provider performance history
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A sense of shared accountability with OnLocum
How OnLocum responded:
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We introduced Reputation Scores visible before job assignment
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Provided dedicated support for employer queries and disputes
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We built an incident reporting and resolution flow into the platform
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Implemented a Verified Employer badge to reinforce mutual trust
3. Flexible Staffing is the Future—But Hospitals Need Structure
The idea of on-demand, flexible staffing was appealing—but hospitals like Mulatya still need predictable routines, reliable rosters, and clear reporting. They don’t want to rebuild schedules every morning.
What they wanted:
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Ability to plan shift coverage a week or more in advance
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A mix of emergency fill-ins and predictable locum coverage
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Exportable reports for admin tracking and audits
How OnLocum responded:
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Introduced scheduled locum planning tools
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Created automated shift summaries and reporting dashboards
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Added recurring shift templates for ease of use
4. Pricing Transparency + Value Justification
Budgets are tight. Every shilling counts. Mulatya wanted to know: What exactly are we paying for? What makes a Verified or Premium provider worth more?
What they wanted:
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Transparent provider pricing
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Tiered options to match different needs
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A way to evaluate ROI of using OnLocum
How OnLocum responded:
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We implemented tiered employer plans (Basic, Verified, Premium)
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Clarified vetting levels and features per plan
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Created usage dashboards to track savings from reduced absenteeism and overtime
5. Support That Feels Human, Not Just Technical
One surprise learning? The emotional and human side of staffing matters just as much as tech features. Mulatya wanted to know someone was in their corner—especially when dealing with emergencies or weekend shifts.
What they wanted:
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Dedicated account support
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Emergency escalation channels
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A real human who understands healthcare
How OnLocum responded:
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Assigned a pilot success lead
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Added WhatsApp-based support for shift coordination
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Developed a “warm handoff” system for provider arrivals
Key Takeaways: What Hospitals Across Kenya Likely Need
Mulatya Memorial Hospital’s feedback echoes what we’ve heard from other facilities across the country:
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Speed + Trust = Success
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Accountability must be baked into the model
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Digital solutions must feel personal and responsive
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Flexibility works best when supported by planning tools
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Data-driven staffing decisions build long-term confidence
What’s Next?
We’re taking these insights from Mulatya into every new facility we serve. The pilot has helped us refine not just our product, but our philosophy: OnLocum is more than a marketplace—we’re a strategic partner for hospital resilience.
Whether you run a Level 5 referral hospital or a community-based clinic, our goal is simple: Help you staff smarter, faster, and safer.
👉 Ready to bring OnLocum to your facility? Join the Verified Employer tier today and experience staffing with confidence.