Eldobase Chemists Issues Detailed Statement Over Viral Video Alleging Medical Error

Eldobase Chemists Ltd has issued a detailed public statement responding to a viral video circulating on social media that alleges a medical error involving a member of its staff and a child patient.

In the statement released on Friday, the pharmacy said the video has generated widespread public reaction but warned that some of the information circulating online may be misleading, incomplete, or taken out of context. The company called for calm as official investigations continue.

The pharmacy began by expressing sympathy for the child involved and her family during what it described as a difficult time.

“We sincerely sympathize with the child involved and wish her a quick and full recovery,” the statement said. “Our thoughts are also with the parents during this difficult time.”

However, the pharmacy emphasized that fairness and justice should apply to all parties involved, including the child, the pharmacy technician mentioned in the video, and the pharmacy itself.

Longstanding healthcare provider

According to the statement, Eldobase Chemists Ltd has served the community for more than 19 years, supplying pharmaceutical products and offering professional pharmacy services.

The company said throughout its years of operation it has maintained high standards of professional ethics and good pharmacy practice in compliance with regulatory requirements.

Its team includes six pharmacists, 25 enrolled pharmaceutical technologists, and trained support staff, all of whom the company said are committed to safe and responsible pharmaceutical care.

Staff member’s professional record

The pharmacy defended the staff member referenced in the viral video, stating that the individual is a pharmaceutical technologist registered with the Pharmacy and Poisons Board, the national regulatory body overseeing pharmacy practice in Kenya.

According to the company, the staff member has more than 20 years of experience in pharmaceutical dispensing and has served patients without any previous professional complaints or disciplinary action.

Clarifications on the child’s condition

Addressing claims circulating online, the pharmacy said that the child has not been medically confirmed as blind. It noted that one of the child’s eyes is currently undergoing medical treatment.

The statement also indicated that the child had reportedly been experiencing an eye condition for approximately three months before visiting the pharmacy.

According to the pharmacy, the caregiver who visited the outlet was advised that the prescribed ointment should be applied to the skin and not directly into the eye.

The company further cited available medical guidance which indicates that when certain skin ointments are accidentally applied into the eye, they may cause irritation. Such irritation, the pharmacy said, is often temporary and treatable with appropriate medical care.

Claims of edited video

The pharmacy also alleged that the video currently circulating on social media has been edited, removing sections of the interaction between staff and the client.

According to the statement, those omitted sections reportedly included moments when staff requested to see the purchase receipt and the medicine packaging in order to verify the product and trace its source.

The pharmacy said verifying the source of the medicine is an important step in determining whether the product was purchased from its outlet.

Compensation demand raised

The company further revealed that the family involved in the case is now represented by a law firm.

According to the statement, a compensation demand of KSh 1.2 million was made shortly after the video began circulating online. The pharmacy noted that this request came before investigations had confirmed whether the product was purchased from its premises or determined the medical cause of the child’s condition.

Investigations underway

The matter is currently under investigation by Kenyan authorities, including the Pharmacy and Poisons Board and the Directorate of Criminal Investigations.

The pharmacy said it is fully cooperating with investigators to ensure the matter is reviewed objectively and professionally.

“We wish to emphasize that official investigations are ongoing,” the company stated, adding that proper evaluation requires careful review of medical evidence and expert assessment.

Appeal for calm

Eldobase Chemists Ltd urged members of the public to avoid rushing to conclusions based on partial information circulating on social media.

The company noted that healthcare incidents require thorough investigation, medical evaluation, and due legal process before responsibility can be determined.

Commitment to patient safety

Despite the controversy, the pharmacy reaffirmed its commitment to maintaining safe and ethical pharmaceutical services.

The company said it takes all concerns seriously and has already reinforced internal protocols and staff sensitization to further strengthen patient safety and service delivery.

It also thanked customers, partners, and members of the public who have continued to support the business during what it described as a challenging period.

“We remain committed to serving our community with professionalism, integrity, and care,” the statement concluded.