In 2024, Rospotrebnadzor increased the number of preventive measures in clinics by 13%

In addition, Rospotrebnadzor received 12 thousand requests on consumer protection issues in the provision of medical services. According to the report, the indicator decreased by 0.5% compared to 2023. The share of requests received directly from citizens exceeded 76%. The analysis also showed that during the hotline organized by the regulator from November 18 to 29 on consumer protection issues in the provision of paid medical and physical education and health services, the most popular questions were about non-compliance with the terms of thematic contracts, the cost of such services. Users contacted the unified consultation center of Rospotrebnadzor on issues of changing the terms of medical services, the duties and responsibilities of the contractor, customer and recipient of the service, the payment procedure, information about the license for medical activities, and others.

According to the document, in 2024, territorial compulsory medical insurance funds (TFOMS) and medical insurance organizations received almost 4.8 million requests, which is 6.6% less than in 2023. Complaints in the overall structure of requests made up only 1% (or almost 47 thousand), with 0.7% recognized as justified. For comparison: in 2023, there were just over 42 thousand such applications, or 0.8% of the total, of which 0.5% were recognized as justified.

The document also provides an explanation regarding the requirement for clinics to provide the individual insurance account number (SNILS) when providing paid medical services. The position of the Ministry of Health is recorded in a thematic letter from January 2024, which is mentioned in the report. The department considers such a requirement excessive. In addition, a medical organization cannot refuse to provide services to a consumer due to a refusal to provide personal data. SNILS is not included in the list of mandatory documents and can be provided by a citizen at his own discretion.

Questions related to sanitary supervision accounted for almost 11% (about 40 thousand) of the total number of 600 thousand requests to the regulator’s single consultation center, another 7.6% were questions about paid services, including medical ones, and 3.1% were about epidemiological supervision.

In April 2025, Russian President Vladimir Putin approved a federal law that enshrines in Article 16 of the Federal Law "On the Protection of Consumer Rights" a clause on the inadmissibility of imposition of services, as well as a ban on hidden purchases, including in the healthcare sector. The provision of additional services for a separate fee, according to the document, must be carried out only with the written consent of the consumer.

Earlier, in January of the same year, the State Duma adopted in the first reading a bill proposing to tighten sanctions for obstructing the implementation of supervisory activities, including in clinics. Vademecum reports on how industry experts characterized the prevalence of the practice of evading inspections in the industry and assessed the possible consequences of adopting the document.