The study of the topic affecting such issues as the number of applications of the population to doctors, factors determining the likelihood of applications of the population to medical institutions, the relationship between doctor and patient is relevant for many countries, including Kazakhstan's health care system. It is important for the state to understand what processes occur in the health care system, whether there is a demand for medical services, whether Kazakhstanis trust doctors and medical institutions, how unjustified appeals affect the workload of doctors and medical institutions. This topic is understudied in Kazakhstan, so the study will be of interest to a wide range of stakeholders and will also expand knowledge in the field of public health. From April 1, 2024 in Kazakhstan, after numerous complaints from the population and experts, the rules for visiting narrow specialists in public health are changing. Thus, according to the new rules, some categories of Kazakhstani citizens will not have to receive a referral from a therapist in order to visit a narrowly specialized doctor. Undoubtedly, these changes may bring both negative and positive processes in health care. Population growth, increased life expectancy, aging of the population, shortage of personnel in health care and other socio-economic determinants have a great impact on the workload of physicians. At the same time, the experience of COVID-19 showed that quarantine regime in health facilities created difficulties for the population to make appointments with doctors. Coronavirus infection, cancelation of scheduled surgeries, and difficulty in making appointments with doctors at health facilities had a negative impact on mortality rates in the country.