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A modern call center was launched in the Odesa region, specifically in the healthcare facilities of the Rozdilna community

Access to health services for residents of the Rozdilna community in the Odesa 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. More than 32,000 community members now have an effective and convenient way to interact 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 Healthcare Call Center means the creation of a favorable infrastructure for doctors and patients, another step towards closer and better provision of medical services for residents, which will make quality medicine accessible,” says Vadym Hudyma, General Director of the Rozdilna Multidisciplinary Hospital.

 

 

 

Tetiana Muravska, General Director of the Rozdilnia City Primary Health Care Center , adds: “I am very pleased that even in this difficult time our country is going through, we are able to develop and implement changes to bring healthcare services closer to those who need them. We hope that the implementation of this project will contribute to the development of trust between the patient and the doctor.” 

 

 

I am sure that the call center will become an indispensable help for all residents of the Rozdilna community. After all, healthcare services are becoming more accessible and convenient for all residents. Therefore, this is a significant event for our community. I am glad that even during the war we can improve medical services,” said  Valeriy Shovkaliuk, head of the Rozdilna territorial community, commenting on the opening of the call center.

 

 

 

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 third call center that we are launching together with communities for patients in the south of Ukraine. An additional 32,000 patients gained sustainable access to health services.  This project, supported by the German government, is a step towards a patient-centered service delivery model. I am glad that even under conditions 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”, 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.  In addition, generators, laboratory and diagnostic equipment, portable medical equipment, an operating table, a barrier-free gynecological office and a solar station were purchased at German expense, which can cover most of the hospital’s own needs.

 

“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 Rozdilna community is one of the communities 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 the Rozdilna community are already publicly available:

  • 099-155-16-17, 068-155-16-17are phone numbers to make an appointment with a family doctor and receive primary care;
  • 098-62-00-303, 099-62-00-303are phone numbers 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 be ignored.

 

The first call centers were opened in May in the Bashtanka and Domanivka communities of the Mykolaiv region. In addition to southern Ukraine, call centers will be established in six other hospitals in the Chernihiv, 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”.

 

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