Bishkek, July 13, 2021 - Against the third wave of COVID-19 and the sharply increasing number of cases in Kyrgyzstan, Soros Foundation jointly with the Ministry of Health and Social Development of the Kyrgyz Republic is strengthening the "Hotline 118" project with financial support from UNDP. A relevant agreement was signed by the heads of the partner organisations on 9 July 2021.

Operators of the 118 service work in three shifts of 7 hours, receiving 50 calls per shift on average. "We receive more than 2,000 calls a day. There are also peak days. For example, on July 7, we handled about 2,700 calls," says service coordinator Merim Salamatbekova.  "Compared to last year, we have become more experienced and improved the quality of our work. For example, now, in addition to the online service, people can now make an appointment for vaccination through the hotline and receive information on vaccination-related issues as well."

In 2020, the Hotline 118 project had a significant impact on the course of the COVID-19 epidemic in the Kyrgyz Republic. The  call center helped to avoid far worse consequences than the 'black July'. It was July 2020 that saw the highest burden on the country's health system, the biggest losses, and a record of 108,054 calls to call centers.

This year, the staff of the 118 service operators increased, with experienced doctors from Family Medicine Centres, residents and senior students of the KGMA being involved in the work. Special preparatory trainings were organised for them, teaching them counselling skills on COVID-19 and developing algorithms of action and guidelines on how to work with special digital solutions to assist in processing incoming requests for diagnostic, treatment, testing and referral services.

In addition, activities were carried out to increase communication channels in order to make the service more accessible to the public. In addition, mechanisms were developed for routing patients with symptoms and promptly transferring information to mobile teams. The functionality of the 118 service was expanded.

Thanks to improvements and enhancements, the 118 hotline is operating for the following services:

1. Initial counselling and consultations;

2. Provision of PCR test results if no SMS alert is received. Information is provided to the CSCEH;

3. Provision of information on bed facilities in hospitals;

4. Provision of information on vaccination points;

5. Dispatching the mobile team to the patient's address, only if there is symptomology - administrative responsibility is imposed for making a false call;

6. Referring patients;

7. Involvement of a family physician, who will prescribe a qualified treatment;

8. In critical situations – contacting the ambulance. 

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For reference:

From March to September 2020, in close cooperation with the Ministry of Health of the Kyrgyz Republic (MoH), the Presidential Apparatus of the Kyrgyz Republic, LSG, KGMA, KGMIIPK and the MER Project of the Embassy of Switzerland, FSC organized and provided technical and financial support of US$46,000 for the national project "Hotline 118 for self-diagnosis on COVID-19". During this period, 8 call centres in all provinces and Bishkek provided qualified emergency medical counselling to more than 180,000 citizens with questions on COVID-19.

In view of the current situation, since late spring-early summer of 2021, with the financial support of UNDP, the operation of the "Hotline 118" has been strengthened. Due to the increased workload on the 118 service, specialists have worked to increase the capacity of the 118 service and improve its efficiency. The number of cases for June 2021 is more than 10,000.

The aim of the Hotline project is to provide assistance and technical assistance to the Ministry of Health and Social Development of the Kyrgyz Republic and LSGs to ensure a 24/7 hotline for counselling patients with COVID-19 and to provide quality services for primary diagnosis and assessment of patients, as well as referring patients to mobile teams for PCR testing and anti-epidemic measures. It is worth noting that a number of tests need to be performed in order to properly prescribe treatment, without which it is impossible to prescribe the necessary treatment.

The training was carried out by the Ministry of Health and Social Development of the Kyrgyz Republic, together with the Mayor's Office of Bishkek, on behalf of the National Anti-Coronavirus Centre, with financial support from UNDP and in partnership with the Soros Foundation-Kyrgyzstan.

Contacts for media

Ainagul Abdrakhmanova

Head of Communications, UNDP

Ainagul.abdrakhmanova@undp.org

+996770183493