Leonova admits that when the epidemiological situation in Ukraine began to deteriorate rapidly, her difficulties at work increased significantly. The call centre currently has six coordinators, but they are unable to answer all of the incoming calls at the same time. Still, thanks to a specially designed system, all of the call details are saved, and coordinators are able to call back those who couldn’t get through to the centre because of busy lines.
To help patients more effectively during the pandemic, the coordinators have also recorded voice messages with information about COVID-19, such as express and PCR testing for coronavirus infection, and how to self-isolate. If patients need more information, they can call the coordinators directly.
"Concerned clients call us every day, and our job is to make sure that the patient has a positive experience in resolving their issue,” Leonova says. “Every call matters, and we do our best to find the best solution to any problem we are approached with."
The most common inquiries coming into the call centre concern requests for a doctor's appointment – now often about respiratory diseases – requests for a home visit by a doctor, which is also often connected to severe respiratory distress in a patient, and requests for information about how and where to get COVID-19 tests.