A call center was opened based on health care facilities in another district of the Mykolaiv region

Access to health services for residents of the Domanivska community in the Mykolaiv region has been improved, in particular, the old-style receptions have been transformed into modern reception rooms and call centers.

With the financial support of the German government, a call center with trained staff and a service and communication department was established in the health care facilities of the Domanivska community. From now on, more than 30,000 residents of local and neighboring communities will have an effective and convenient algorithm for interacting with their healthcare facilities.

70-95% of patients use remote appointments, according to statistics. The implementation of a call center in hospitals is a new level of patient care that significantly accelerates access to all hospital services and, therefore, patient recovery. The call center operates on the principle that “Calling us is the first step to a healthy patient”.

“The launch of the call center has greatly facilitated patients’ access to medical services, bringing help to even the remotest corners of the Domanivsky district. They can now schedule a doctor’s appointment and health check by phone. We take care of our patients’ health and reduce the time they spend in the hospital, says Lilia Guzenko, head physician of the Domanivka Multidisciplinary Hospital. Eduard Shparkeno, head physician at the Center for Primary Health Care, adds: “This also means taking care of the doctors, as remote appointment scheduling can help avoid queues and distribute the burden on medical staff more evenly. In the face of wartime challenges and uneven patient flow, preventing physician fatigue is key to providing adequate patient care.”

The training of call center staff is given special attention. One of its main tasks is to promote general awareness among patients about the availability of healthcare services under the Medical Guarantee Program, which is being expanded on a regular basis.

“This is the second call center we are launching together with hromadas for patients in the Mykolaiv region. An additional 30,000 patients gained sustainable access to health services. This project, supported by the German government, is a step toward a patient-centered service delivery model. I am glad that even in this time of war we have the opportunity to improve the services and institutional capacity of hospitals,”emphasizes Dmytro Sherembey, head of the largest patient organization CO “100% Life”, which is a partner of the GIZ project “Special Support Program for Ukraine /EU4ResilientRegions”.

 

The official opening of the call center took place in the renovated premises of the Outpatient Department as part of the GIZ Ukraine project “Special Support Program for Ukraine/EU4ResilientRegions”, which aims to restore and improve services and communication in healthcare facilities. The German funding also enabled the purchase of computer equipment, generators and charging stations, laboratory and diagnostic equipment, portable medical equipment, an operating table, an accessible gynecological office, a water purification station, and the construction of a new modular boiler house to meet the needs of the medical facility.

“On behalf of the German government, GIZ provides comprehensive support for the development of health services in communities, including the renovation of health facilities, the purchase of medical and non-medical equipment, and the training of staff. The Domanivska hromada is one of the hromadas that needed support, and, in particular, the implementation of modern, digital solutions to improve service and communication,”commented Yuliia Hruber, Director of the GIZ Special Support Program for Ukraine /EU4ResilientRegions project.

For reference. 

Contact details of the call center and all updated information for residents of Domanivska hromada are already publicly available:

• 050-54-44-103– is a phone number to make an appointment with a family doctor and receive primary care;
• 0-800-354-010– is a phone number for appointments for examination and specialized doctors

By contacting the call center, a person can resolve many issues:

• Find out the work schedule of all physicians in the facility;
• Get information about scheduling an online appointment with a specialized doctor;
• Information on where and when a person can take tests and pass all required exams as soon as possible;
• Information for the patient on how to prepare for ultrasound, fibroscopy, and gastroscopy;
• Information on free services and medicines under the Medical Guarantee Program;
• List of documents required to obtain medical certificates;
• Addresses and phone numbers of the polyclinic and departments;
• Information on vaccine availability;
• Information about interchangeable doctors;
• No call, even “I just need to ask”, will not be ignored.

We would like to remind you that a modern call center is already operating in the health care facilities of Bashtanska hromada. In addition to the Mykolaiv region, call centers will be created in 10 hospitals in the Chernihiv, Odesa, Sumy and Dnipropetrovsk regions. The changes are being implemented as part of the project “Improvement of the service system and communication strategy of health care institutions in five regions of Ukraine” in partnership between CO “100% Life” and Deutsche Gesellschaft für Internationale Zusammenarbeit (GIZ) GmbH on behalf of the German government within the framework of the GIZ project “Special Support Program for Ukraine /EU4ResilientRegions”.