Key information

  • Organisation: Alliance for Public Health
  • Country: Ukraine
  • Region: Eastern Europe and Central Asia
  • Stage of innovation: Stage 3: Pilot
  • Start date: January 2021
  • End date: December 2025
  • Type of innovation: Conceptual innovation: new ways of looking at problems, challenging assumptions, or both
  • Budget: $ 1,934,318.00
  • Funders: Gilead through Frontline AIDS, the Global Fund and L’Initiative

Summary of intervention

People living with HIV (PLHIV) and other key populations (KPs) face barriers to health services, including stigma, discrimination, geographic disparities in available services and mistrust in conventional health care systems. This is exacerbated by the war and associated humanitarian crisis in Ukraine, where health care infrastructure has been destroyed, and there is unprecedented migration of communities and health care workers.

Alliance for Public Health’s (APH) Help24 TeleHealth service — the first TeleHealth initiative for KPs in Ukraine — tackles this through remote access to health care. Help24 TeleHealth collaborates with the Ministry of Health (MoH) and health facilities in Kyiv, Dnipro and Khmelnytsky, where APH has established three field Units. The Units have received Telehealth equipment, secure digital communication technology, training, and support with integration into the national electronic health system (eHealth).

Services include prevention, diagnosis, treatment and peer support for sexually transmitted infections, including HIV; remote counselling; and virtual access to doctors, psychologists, paralegals and social workers. Clients order harm reduction and HIV prevention commodities and tests online for home delivery in ‘HelpBoxes’ containing syringes and needles, alcohol wipes, condoms, lubricants, HIV and multi-infection tests. Remote assistance supports HIV testing, and clients are referred for treatment and home delivery of medications. Blogs and social media channels provide information.

The platform is revolutionising health care delivery for PLHIV and KPs by removing geographical and logistical barriers and mitigating the impact of stigma, migration, and disrupted infrastructure due to conflict, leading to better patient engagement and treatment adherence. The integration of telemedicine into the national health system has streamlined health care processes, enabling health care providers to manage and monitor patients more efficiently. Remote consultations reduce the burden on physical health care facilities, allowing them to focus resources on critical cases that require in-person intervention.


Navigating regulatory and bureaucratic processes presented significant challenges as telemedicine is a relatively new concept in Ukraine with evolving legal frameworks. There was limited awareness and acceptance of telehealth among health care professionals and KPs, necessitating extensive advocacy, information and education efforts. Technical issues, such as ensuring reliable internet connectivity and integrating telemedicine systems with existing health care infrastructure also posed challenges.

APH learned the importance of stakeholder engagement, including health care providers, policy-makers, and the community. Comprehensive training for health care providers, adaptability, and continuous strategy adjustments were essential. Collaborating with the Public Health Centre, local health facilities, and technology providers, and receiving support from organisations, secured regulatory approval, technical infrastructure, and investment for equipment, training and outreach activities.

next steps

APH will introduce tailored services addressing emerging needs; expand the spectrum of medical specialists focusing on harm reduction, sexual and mental health; and strengthen marketing efforts to enhance accessibility and user engagement. The project will advance to the next stage of the pilot by initiating service provision to clients, aiming to reach up to 5000 individuals with comprehensive health care services, including consultations, laboratory tests, and ARV medications. Additional services will be introduced, including TelePrEP and associated algorithms. This will require further collaboration with health care institutions, continued advocacy, and additional resources for scaling up and expanding reach.


The Help24 TeleHealth initiative has provided a scalable and sustainable model for telemedicine. Establishing standardised TeleHealth Field Units within health care facilities has set a precedent for integrating digital health solutions. Sustainability for the Help24 TeleHealth initiative involves establishing long-term partnerships with health care institutions and securing consistent funding. Integrating the TeleHealth platform into the national health care system ensures ongoing use and relevance. APH will maintain the robust technical infrastructure and continue capacity-building for health care providers. Community engagement and advocacy efforts will ensure sustained impact and adaptability to evolving health care needs, guaranteeing that PLHIV and KPs receive continuous, high-quality care.

For more information visit:
Telegram bot @help24_org_ua_bot
Telegram channel @help24ua