As Head of the Cashiers Department at St. Peter Specialized Hospital (Kidus Petros Hospital) in Addis Ababa, Genet Memberu has spent years at the frontline of patient care, seeing up close how payment systems affect people at some of their most vulnerable moments. Before digital payments were introduced, everything was done by hand. Receipts were cut and written manually, cash was counted and transferred, and patients often stood in long lines just to pay before they could receive care.
“Before we started digital payment, everything was done using hard copy. A receipt was cut, then written, then the money was counted and transferred by hand to the hospital’s main account. The process was long and stressful, for both patients and for us as staff.”
The move to digital payments changed the rhythm of daily life at the hospital. Today, payments go directly into the hospital’s main account. There is no paperwork, no cash handling, and no manual transfers. For Genet and her team, this has made work lighter, safer, and more efficient.
“Now it goes directly to the hospital account. There is no cutting of receipts, no paperwork, no handling of cash. Our only interaction is through digital payment. It has made the work very easy and very efficient, both for the hospital and for us.”
With training on payment systems, card payments, and working with different banks, Genet and her colleagues quickly built confidence in using digital tools.
“Our knowledge in digital payment has increased. The training was very good. It has helped us use technology and it has made our work more efficient. We are now more confident and more aware of our work.”
Today, all 23 cashiers at St. Peter’s Hospital are using the digital system, and the biggest difference is felt by patients.
“The main advantage is that patients pay quickly and go for treatment quickly. Most patients are sick, so paying fast helps them go to the laboratory or treatment area without delay. They do not sit and wait just to pay.”
In emergencies, this speed can make a critical difference. Reducing the time spent at the cashier means patients can reach care sooner, when every minute counts.
For mothers, the change is especially visible.
“It has helped mothers a lot. They come, pay quickly, get treatment, and leave with gratitude. They thank us because they receive service quickly. Some use TeleBirr or CBE Birr, and others pay through agents. Even then, they are served quickly and they leave thankful.”
Even when access to digital tools is limited, Genet and her team make sure no one is left behind. The team brings patience, empathy, and a strong sense of urgency to every interaction, especially in emergencies.
“For me, digital payments are not just about technology. They are about respect. Respect for patients who are in pain. Respect for mothers who need quick care for their children. And respect for staff, who can now work in a safer and more organized environment. It means faster care, less stress, and more dignity for everyone who comes to St. Peter’s Hospital.”