Frequently Asked Questions

If you are dissatisfied with the quality of medical services provided, are faced with rude treatment from medical staff, extortion of funds for medical services provided within the guaranteed volume of free medical care and in the compulsory social health insurance system, or other problematic issues, you can file a complaint.

You can complain about the medical organization in the following ways:

• Contact the Patient support and Internal Audit service for help. Such a service works in every medical organization. It is enough to write a written statement indicating the contact details for feedback. More detailed information can be found at the reception of the polyclinic or hospital.
• Contact the call center of the Regional Health Department. Since all medical organizations are subordinate to the health departments, representatives of the latter will be able to influence the solution of your question.
• Submit a request in the Qoldau 24/7 app. After your application to Qoldau 24/7, the specialists of the Social Medical Insurance Fund will contact the medical organization and check the quality of the service, if for one reason or another you did not receive it, they will find out the reason for the refusal. All applications are entered into the register with the assignment of a registration number, thanks to which you can track the status of the application.
• Submit a request in the Telegram bot @SaqtandyryBot. To do this, sel ect the "Send a message to the Foundation" command in the main menu. The application must contain the essence of the issue, as well as the name of the region and medical organization.
• Contact the 24-hour unified Contact center of the foundation 1414.Calls fr om mobile and landline phones are free throughout Kazakhstan.
• Leave a message in the "Ask a question / complain" section

The patient support service, in cases of detection of violations of the procedure for providing medical care, therapeutic and diagnostic measures, expressed in unjustified deviations from Standards (hereinafter referred to as defects), identifies and analyzes the root causes of their occurrence, develops recommendations to prevent defects and errors. Cases of defects, including repeated and (or) repeated occurrences requiring managerial decisions (referral for additional training, advanced training courses for medical workers, purchase of medicines, medical devices, medical equipment) are submitted for management consideration.