The NOVO Study Club conducted the second training module

On September 26, as part of the training program "Communication for Administrators of Medical Facilities," the second module, "NOVO Internal Communications: Confidence, Team, Trust," was held, organized by the NOVO Study Club training center.

The first module, titled "It’s Not About You: Communication as Protection, Connection, and Team", took place on August 8 this year and was the first in a series of trainings for all levels of the medical process at NOVO Medical Center.

The trainer, Mariyana Voznytsya, Chair of the Advisory Board of the NOVO Medical Center Charitable Foundation, an expert in healthcare and public health, and co-founder of the School of Successful Medical Managers (SSMM), worked with the NOVO Medical Center’s administrative team through group and individual tasks with game elements. They identified, analyzed, and found solutions to complex communication situations that significantly impact the work process, while also mastering tools for cohesive teamwork.

The training was significantly supported and motivated by a visit before the event from NOVO’s founders, Oleksandr Maksymchuk, Chair of the NOVO Medical Center Supervisory Board and President of the Association of Philanthropists of Ukraine, and Andriy Ionov, member of the Supervisory Board and Honorary Consul of the Republic of Indonesia in Lviv, as well as the Director of NOVO Medical Center, Taras Lysak.

The guests shared valuable experience in long-term communications and discussed methods for effective interaction with various groups of people with different levels, perspectives, and visions for the future. They also emphasized the critical importance of internal communication, as it is the key to great success in any institution or organization.

Trainer Mariyana Voznytsya, drawing on her extensive managerial experience in healthcare and communications, explained the types of internal communication within a team to the participants:

• Leadership;
• Inter-team;
• Peer-level;
• Operational.

During the event, participants eagerly shared examples from their professional experiences regarding interpersonal interactions, conflict resolution methods, coordination of work between departments, crisis response, daily updates, and collectively discussed standard operating procedures (SOPs).

The topic of values and culture was particularly insightful in understanding internal communications. Therefore, everyone involved in the operations of NOVO Medical Center must understand and embrace the institution’s core principles.

During the training, NOVO’s core values were identified and clearly outlined:

• Patient-centeredness;
• Quality and evidence-based medicine;
• Transparency and ethics;
• Compassion;
• Innovation;
• Social responsibility;
• Education and development.

Daily communications at NOVO Medical Center are an integral part of the critical process of providing high-quality medical diagnostic examinations, consultations, and delivering results to patients quickly and conveniently.

This involves an effective, ongoing dialogue between administrators and:

• Patients who expect clear answers and support;
• Doctors who require accurate data and timely notifications;
• Management that needs signals, analytics, and facts;
• Other medical staff who need coordinated tasks;
• Fellow administrators, as the outcome should always be cohesive collaboration.

During the training, administrators were given group tasks in a game format to understand the specifics and challenges of daily work, aimed at finding solutions to various problems and conflicts that arise during internal and external communications with colleagues, visitors, and patients.

Through exercises such as "How We Demonstrate NOVO’s Values," "What Others Need from an Administrator," "What an Administrator Expects from Others," and "How to Align Expectations," participants had the opportunity to practically apply previously acquired knowledge and skills. These exercises helped them understand the needs of others by imagining themselves in the roles of all team members in various work processes.

The ability to learn, develop, receive feedback, and communicate effectively is the foundation of administrators’ work within a team.

We thank the participants and organizers of the training for this opportunity! As per tradition, all participants received personalized certificates from NOVO Study Club.

Yuliya Guriy

Photos by Mariyana Grubel