When a child is admitted to a hospital, how they and their family are spoken to, how complex matters are explained, how emotions are addressed, and how support is provided—all form an essential part of their treatment experience.
To make this experience as humane as possible, Ronald McDonald House Charities Ukraine invited experts to help develop service standards and procedures for Okhmatdyt National Children’s Specialized Hospital.
The next critical step is to integrate these standards into the hospital’s daily operations. For this purpose, we conducted a training session for representatives from seven inpatient departments, focused on how to incorporate new approaches into the work of medical teams.
Through practical case studies, participants explored effective behavioral models, analyzed common mistakes and situations that families and medical teams encounter daily: waiting times and delays, difficult inquiries, strong emotions, misunderstandings, or conflicts. Together, they also developed an implementation roadmap for the new standards in their departments.
We would like to thank our experts and trainers: Olena Tsysar—an international specialist in strategic customer experience development, Ihor Brykulskyi—a surgeon and consultant for medical facility development, and Yuliya Brykulska—Chair of the Medical Leaders NGO and consultant for quality development in medical facilities.
One training session does not change the system. Change begins when new approaches become daily practice—in conversations with parents, responses to family concerns, willingness to listen, explain, and provide support.
This is how, step by step, we are developing family-centered care in Ukraine—care that places the child and their family at the center 💛