Kazakhstan overhauls medical complaint system with digital-first approach

Kazakhstan has updated the way patients can file complaints about medical care. The Ministry of Healthcare announced changes to protect personal data and streamline the process. Two new digital options are now available for submitting concerns. Previously, patients could report issues through the 1414 contact centre. This method has now been removed to improve data security and patient confidentiality. The centre will still offer guidance on free medical care and mandatory health insurance.

Patients now have two main ways to submit complaints. The first is through the official website of the Social Health Insurance Fund, msqory.kz. The second option is the Qoldau 24/7 mobile app, which allows complaints to be filed at any time.

The Ministry has not introduced any additional steps for filing. The new system aims to make the process clearer while keeping patient information secure. The updated procedure directs all quality-related concerns to digital platforms. The 1414 contact centre remains active but only for general inquiries. These changes take effect immediately for all patients in Kazakhstan.