In Chernihiv region, modern call centers have been established in health care institutions of two communities at the same time

Access to health services for residents of the Nizhyn and Bakhmach communities in the Chernihiv 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, call centers with trained staff and service and communication departments were established in the healthcare facilities. From now on, more than 80,000 community residents will have an effective and convenient algorithm for interacting with their healthcare facilities.

70-95% of patients use remote appointments, according to statistics. Launch of call centers in the Nizhyn Central City Hospital and Bakhmach City Primary Health Care Center is a new level of patient care that significantly accelerates access to all healthcare services, and, therefore, patient recovery. Call centers operate on the principle that “Calling us is the first step to a healthy patient”.

 “The opening of the call center is great news because the service will make it faster and easier for people to get the healthcare they need. We are always concerned about the health of the residents of our community,” says Olha Shvets, General Director of the Nizhyn Central Hospital.

“This is a happy event for our center because it will improve the service and communication between the patient and the doctor. Conditions have been created to increase the availability and efficiency of medical services at the primary level, which in turn will increase the level of patient satisfaction with the facility’s services. Our team is always ready to help,”adds Victoria Petroytis, Director General of Bakhmach Primary Health Care Center. 

Particular attention is paid to the training of call center staff. 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.

“We are launching two more call centers together with the communities for patients in the north-east of Ukraine. This project, supported by the German government, is a step towards 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 centers is the final stage of the work of the GIZ Ukraine project “Special Support Program for Ukraine/EU4ResilientRegions” to restore infrastructure and improve services and communication in healthcare institutions. As part of the project, a number of construction solutions were developed and implemented for hospitals in Nizhyn and Bakhmach communities of the Chernihiv region: from roof replacement, floor renovation, accessibility, repair of premises to the arrangement of various functional areas. The solution set was designed to meet the needs of a specific healthcare institution. At the expense of the German government, medical furniture, laboratory and rehabilitation equipment were also delivered to the hospitals of two communities in the Chernihiv region, and the installation of solar power stations is underway.

“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. Nizhyn and Bakhmach communities needed support to restore their infrastructure and, in particular, to introduce modern digital solutions to improve services and communications,”said Yulia Gruber, Director of the GIZ project “Special Support Program for Ukraine / EU4ResilientRegions”. 

At the expense of the German government, medical furniture, laboratory and rehabilitation equipment were also delivered to the hospitals of two communities in the Chernihiv region, and the installation of solar power stations is underway.

FOR REFERENCE

Contact details of the call centers and all updated information are already in the public domain!

For residents of the Nizhyn community:

099-510-111-6, 098-510-111-6.

For residents of the Bakhmach community:

093-400-5-800, 068-400-5-800.

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 official opening of the call centers is the final stage of the work of the GIZ Ukraine project “Special Support Program for Ukraine/EU4ResilientRegions” to restore infrastructure and improve services and communication in healthcare institutions.

The package of construction solutions for Halytsky Nizhyn Central City Hospital included:  the reconstruction of the first floor of the hospital building, reception and waiting areas; repair of the reception room; provision of barrier-free access to all services on the facility’s first floor; creation of a bathroom for people with limited mobility; creation of a call center. The German government has also provided the hospital with laboratory equipment and is in the process of installing a solar power station.

The package of construction solutions for the “Bakhmach City Center for Primary Health Care” included: replacement of the roof over the entire building with attic insulation; renovation of part of the first floor of the hospital building; creation of a children’s bathroom, a manipulation room, a call center. The German government has also provided the hospital with medical furniture, laboratory and rehabilitation equipment, and is in the process of installing a solar power station.

Call centers are being opened in 12 hospitals of 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”.