Synergy Between the State and Business: Oschadbank Held a Practical Training Session on Accessible Communication for Healthcare Professionals in Kharkiv

On November 2–3, a two-day practical training session entitled “Accessibility: Appropriate Communication” took place in Kharkiv, organised by Oschadbank in partnership with Kharkiv City Council.

The training was attended by over 30 representatives from the city’s healthcare institutions - managers and leading specialists who interact with patients on a daily basis, including those with various physical and mental disabilities.

The main aim of the event was to integrate the philosophy of accessibility into everyday practical standards within communities. The training programme combined an exploration of the principles of accessible communication with the practice of real-life communication strategies and guidelines for interacting with people with visual, hearing or musculoskeletal impairments.

As a leader in implementing accessibility in the financial sector, Oschadbank is scaling up its expertise to benefit local communities. The bank is not only adapting its branch network and digital interfaces but is also helping communities to build an accessible environment.

“For Oschadbank, promoting barrier-free interaction is a strategic priority, as inclusion begins with respect for human dignity. Conditions in Kharkiv are challenging today, but the tougher things get in the region, the stronger, more optimistic and capable of incredible things people become, whilst the focus always remains on what matters most - supporting one another. In this context, our practical experience in implementing barrier-free language is proving both necessary and useful for local authorities. We are convinced that only the synergy between government and business yields optimal results in community development and enables the creation of standards where everyone feels included in public life,” said Anton Tiutiun, Deputy Chairman of the Management Board of Oschadbank.

During the training, participants analysed specific case studies, learnt to recognise hidden barriers in the information landscape and mastered the “person-centred” approach to language. Particular attention was paid to the practice of interaction in healthcare settings, where accuracy and empathy in communication directly influence the quality of care provided.

“Implementing accessibility in Ukraine is a process that requires uniform standards in both state institutions and the corporate sector. Appropriate language is the foundation upon which trust in society is built. Learning to use such language helps people feel more confident, understand one another better and build professional and personal relationships in which differences do not create distance. It is important that major institutions such as Oschadbank become drivers of positive change, helping to transform the culture of communication at a local level and setting an example of genuine accessibility,” emphasised Tetiana Lomakina, Adviser and Presidential Commissioner for Accessibility.

Following the two-day intensive workshop, all participants received practical checklists for integrating accessibility standards into the work of their healthcare facilities, thereby creating an inclusive environment within the community and adapting the provision of healthcare services to the realities of wartime, as well as the needs of veterans and civilians.

“Accessibility is not just about physical access, but also about appropriate communication, respect for human dignity and taking everyone’s needs into account. It is very important to us that these principles become part of the day-to-day work of healthcare facilities. Such training helps medical professionals not only to deepen their own knowledge, but also to become ambassadors for respectful communication, promoting the principles of appropriate language use and, more broadly, barrier-free interaction with the public. Oschadbank’s experience enables us to implement these standards more quickly in Kharkiv,” emphasised Oleh Pul, Director of the Department of Inclusive Accessibility and Barrier-Free Environment at Kharkiv City Council.

Kharkiv became the 19th city to host a training session as part of Oschadbank’s large-scale educational programme. In total, more than 600 people in Kyiv, Rivne, Odesa, Poltava, Chernivtsi, Vinnytsia, Zhytomyr, Khmelnytskyi, Lutsk, Ivano-Frankivsk, Ternopil, Chernihiv, Kropyvnytskyi, Uzhhorod, Cherkasy, Lviv, Dnipro and Mykolaiv have already taken part in such training sessions, and they are now passing on the knowledge they have gained to their communities and institutions. The initiative is being implemented as part of the programme “Accessibility is when you CAN” launched by Ukraine’s First Lady Olena Zelenska  with the support of Tetiana Lomakina, Adviser and Presidential Commissioner for Accessibility.

After the training session the participants shared their impressions of barrier-free communication.

Inna Haievska

“In the circumstances in which we live, we simply cannot do without this. After all, there are many wounded young men at the moment, and many people use wheelchairs. How can we help them? How should we behave if, for example, we work in a hospital? How should we address such people in a respectful manner? This is very important right now. And it’s good that people are organising training sessions like this for us.”

Nina Shtanahey

“For me, as a doctor, it will be very useful to learn a lot of new things. I already know quite a lot, as in my work I constantly come into contact with children who have certain disabilities. We always treat them, their parents and carers in the same way as everyone else. After all, they too have the right to services, dignity and respect. They deserve to be citizens with equal rights, just like everyone else.”

Olena Zvegintseva

“I believe that accessibility is, first and foremost, about ease of communication with people. That is why it is so important that we are able to communicate appropriately.”

Oschad is an inclusive, nationwide bank with high ethical standards, for which social transformation  -  where people are at the heart of services and products  -  is a priority.   That is why this large-scale training programme was launched, to pass on the best experience, knowledge and practices to our partner network of local authorities, at the points of direct contact with citizens.

Today, Oschadbank is the financial sector leader in the development of barrier-free infrastructure. Currently, nearly 750 branches fully comply with national accessibility standards. In addition, 44 branches have been created based on the bank’s own design, featuring enhanced accessibility standards, and 15 mobile units are in operation, providing financial services in frontline and remote communities.