Since the beginning of its activities, Ronald McDonald House Charities Ukraine has strived to be a catalyst for the development of family-oriented medicine—a human-centered approach to treating children that is family-friendly. To this end, we have launched a project for the comprehensive support of service process development at Ohmatdyt. It is to this largest hospital in the country that children with the most severe diagnoses are brought. The project will fundamentally improve service and communication processes at the hospital and establish high standards for client relations.
Conducting a process audit, quantitative and qualitative research, analyzing the client journey, and evaluating the client experience.
Developing a strategy for the development of client service, communication, and patient engagement.
Improving the work of the service and communication department and enhancing the client engagement pathway.
through the initiation of work to improve service quality, patient satisfaction will increase, which will enhance patient loyalty and engagement with the medical facility.
the audit conducted and the implementation of new processes at the call center and reception level allow for more efficient processing of patient requests and complaints, minimizing response time to client needs, and bringing the facility closer to the standards of private clinics that are competitors of the medical facility in Kyiv, especially at the level of outpatient care.
through the renewal of first contact points, positive patient feedback, and improved service, the medical facility becomes more attractive to new clients, which contributes to an increase in the number of patients and strengthens its reputation in the healthcare market, which is extremely important in the process of transitioning to funding under the PMG program.
increased patient satisfaction and engagement leads to increased revenue under the Medical Guarantee Program, which helps ensure the financial sustainability of the hospital.
