Two-thirds of patients are not aware of their rights to free treatment. This conclusion was reached by the consultants of the Health Number, which informs patients about state-guaranteed healthcare services. Over the past one and a half years, they have counseled 4251 Ukrainians. The call center specialists informed patients about medical services and medicines guaranteed by the state and helped them protect their rights to free treatment. According to the results of the consultation work, 68% of patients were not aware of their rights during treatment. Patients did not know about the Medical Guarantee Program and other services and medicines they could receive free of charge because they had already paid for them with their taxes.
Most often, patients with cancer needed counseling support — 62% of all calls to the hotline. Over a year and a half, more than 2,000 patients with cancer were consulted. 61% of them were unaware of their rights during treatment and bought medicines on their own, which the state guarantees them free of charge.61% of them were unaware of their rights during treatment and bought medicines on their own, which the state guarantees them free of charge. In another 30% of cases, the necessary medicines were not available in the hospital, and doctors did not inform patients about the possibility of redistributing medicines from another medical institution and did not submit the actual need for the drug for public procurement.
The most common problem patients face in healthcare facilities is the lack of free medicines. 50% of all patients who contacted the consultants had this request, and another 33% were interested in how to get free medicines. “My friend is in the hospital, he is hospitalized, and every day he is given a new list of medicines that he has to buy. Could you check whether they are on the list of medicines guaranteed by the state?” patients asked. The call center specialists found out that the essential medicines were guaranteed by the state and helped the patient get them free of charge.
The Health Number, supported by the USAID Safe, Affordable, and Effective Medicines for Ukrainians (SAFEMed) project, has been providing information support to patients from all over Ukraine for four years. Recently, the findings of the analysis of patient appeals were presented at a meeting with the Ministry of Health and other stakeholders.
“Patients’ awareness of their rights during treatment helps to save money and receive state-guaranteed medical services. This information is the key to protection from unscrupulous doctors,” says Inna Ivanenko, Executive Director of the CF “Patients of Ukraine”.
By calling the Health Number, patients can:
- learn about their rights to free services and medicines;
- get an algorithm on how to defend their rights to treatment and medicines;
- understand what to do when a facility or doctor refuses to provide a free service;
- check the availability of medicines in the hospital, access to which is guaranteed to the patient free of charge.
The Health Number hotline is open from Monday to Friday from 9:00 to 17:00 by phone:
+38 (096) 2-888-003
+38 (095) 2-888-005
