Primorsky Krai's new 1-300 medical hotline struggles with technical failures and delays
A new unified medical hotline, 1-300, was launched in Primorsky Krai in November 2025 to streamline appointment scheduling. However, the service quickly faced criticism due to long wait times, dropped calls, and connection failures. Health Minister Yevgeny Shestopalov recently addressed these issues during a committee session, acknowledging the system’s early struggles. The idea for a single medical hotline began over two and a half years ago. By the end of April 2025, the Kraizdrav system came under full control of the regional Health Ministry, paving the way for the 1-300 service. Unlike emergency lines, this hotline was designed to handle non-urgent medical queries, such as booking appointments.
Sakhalin Oblast had already tested the 1-300 number earlier, but only for appointment scheduling. When Primorsky Krai adopted it, technical problems emerged immediately. Early data showed that one in seven or eight callers failed to connect, prompting frustration among residents. In response, the Health Ministry took steps to improve the system. They switched technical contractors and introduced an AI-powered bot to reroute calls, aiming to cut down on unsuccessful attempts. The dispatcher team was also expanded to 155 staff, split between two call centres in Ussuriysk and Partizansk, managed by the Medical Information and Analytics Center (MIAC). Despite these efforts, complaints persisted. By December 2025, the ministry temporarily brought back direct phone lines for 25 medical facilities, allowing patients to bypass the hotline for appointments.
The 1-300 hotline remains operational, though its rollout has highlighted ongoing challenges in balancing efficiency and accessibility. With expanded staff and AI support, the Health Ministry continues to refine the system, but some patients still rely on alternative registration methods for now.
