Requests to the HelpNow service come not only from Ukrainians who have found themselves abroad because of the war. For people who have been forced to relocate to another region of Ukraine, moving to a new city often also means having to find a doctor, a healthcare facility, and a place where they can continue receiving the treatment they need without interruption.

Oksana (name changed), an internally displaced Ukrainian woman living with HIV who requires regular antiretroviral therapy, contacted the service with exactly this kind of request.After being forced to relocate, Oksana found herself in a city that was completely new to her. She had wisely brought her medical documents and records with her and still had a small supply of ART. This meant there was no immediate risk of running out of medication in the next few days. However, she needed to quickly find out where she could continue her treatment.“I had everything with me — my documents, medical records, and some pills left. So there was no panic. But the supply was running out, and I didn’t know exactly where to go here. I wanted to sort it out in advance rather than wait until I was down to my last pill.”Oksana’s doctor gave her the contact details for the HelpNow service. She explained that HelpNow could provide up-to-date information and guidance on how to continue receiving ART after relocation. Oksana submitted a request, and the service team provided her with the necessary information about continuing treatment and the next steps.“It was very helpful that my doctor gave me the contact details right away. I didn’t have to call different places, ask acquaintances for information, or wonder whether what I found was even up to date. I had a specific question and received a specific answer.”Oksana has already taken the next step — she has attended her first appointment at the new healthcare facility. According to her, the anxiety she felt before the visit quickly disappeared: the healthcare professionals were friendly and respectful, the necessary documents were accepted, and arrangements for continuing her treatment were made without unnecessary difficulties.“What I probably remember most is how calm the whole process was. They spoke to me normally, looked through my documents, and explained what would happen next. After everything that comes with relocation, you really appreciate situations where you don’t have to fight for something yet again or prove anything.”For Oksana, this stage is now behind her: she has found a pathway to treatment in her new city, attended her first appointment, and the small supply of medication she brought with her allowed her to get through the transition period without having to rush.Her story is also a reminder that forced displacement within the country does not end when a person finds a new place to live. Alongside housing and everyday arrangements, people often have to re-establish their usual connections with the healthcare system — especially when it comes to treatment that must continue without interruption.“Now I know where to go, and this issue is no longer hanging over me. It may seem like a small thing to someone, but after relocation there are so many of these ‘small things.’ So when even one of them is resolved quickly and with a human touch, it really is a relief. Thank you.”

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This publication was prepared by Fundacją HelpNow HUB within the framework of the project “From heart to heart” in partnership with Fundacja Step by Step and Fundacja Res Humanae, with financial support from the Elton John AIDS Foundation.