New project “Improvement of the service system and communication strategy of medical institutions in five regions of Ukraine”

100% Life in partnership with GIZ Ukraine will equip modern call centers for 12 hospitals in 5 regions of Ukraine. These are medical institutions in Mykolaiv (Bashtanka City Council, Domanivka Village Council), Chernihiv, (Nizhyn City Council, Bakhmach City Council), Sumy (Shostka City Council), Odesa (Rozdilna City Council) and Dnipropetrovsk (Solonyanska Village Council, Petrykivka Village Council) oblasts.

Residents of eight territorial communities will receive an effective and convenient method of communication with their medical institutions, which will facilitate access to medical services and improve the organizational capacity of the institutions. This is a comprehensive and fundamentally new level of patient care where the patients will use convenient communication channels, as a result of systemic changes implemented as part of the medical reform.

“With the implementation of the “money follows the patient” principle, public hospitals began to develop their competitiveness by increasing the level of services and changing communication approaches. The COVID pandemic, followed by the war unleashed by Russia in Ukraine, created new challenges and slowed down the transformation processes, at the same time making the need for effective and accessible communication with patients more relevant. The new project, supported by the German government, is a step towards a patient-centered service delivery model. It is an unconditional investment in the competitiveness of medical institutions and the transformation of their communication system. I am glad that even in the face of the extraordinary challenges of war, we have the opportunity to improve the services and institutional capacity of hospitals. We are grateful to our partners for this,” said Dmytro Sherembey, Head of CO “100% Life”.

Within the framework of the project “Improvement of the service system and communication strategy of medical institutions in five regions of Ukraine”, the first meetings have already been held to identify the needs. Institutions of primary and specialized medical care in cities and villages have identified as their priority the development of external communication with the population of hromadas and improvement of the level of services.

By the middle of spring 2024, the work of the old type of registries in 13 hospitals will be reformatted into modern reception rooms and call centers. In addition, according to the individual needs of medical institutions, websites will be updated or created, social networks will be improved, information materials will be developed, navigation within medical institutions will be improved, etc. Special attention will be paid to staff training: improving the level of communication of front-office employees of medical institutions with an emphasis on increasing the general awareness of patients about medical services under the Medical Guarantees Program and the rules for obtaining them through the financing of the NHSU, and training medical personnel in effective communication using modern communication channels.

Contact details of call centers and all updated information will be available to residents of territorial communities in the spring of 2024.

The project “Improvement of the service system and communication strategy of medical institutions in five regions of Ukraine” is implemented by the CO “100% Life” in partnership with Deutsche Gesellschaft für Internationale Zusammenarbeit (GIZ) GmbH within the framework of the “Special Support Program Ukraine / EU4ResilientRegions”, co-financed by the European Union and the German Ministry for Economic Cooperation and Development (BMZ).

The project complements GIZ’s infrastructure activities in the selected institutions.

Medical institutions participating in the project:  Bakhmach City Primary Health Care Center, Domaniv Primary Health Care Center and Domaniv Multidisciplinary Hospital, Bashtan Primary Health Care Center and Bashtan Multidisciplinary Hospital, the Halytskyi Nizhyn Central City Hospital, Rozdilna Multidisciplinary Hospital and Rozdilna City Primary Health Care Center, Shostka Central District Hospital, Petrykivka Central Hospital, Solonya Primary Health Care Center and Solonya Multidisciplinary Hospital.