Reviewed byNurlan Isayev, MDAddiction psychiatrist, experience 10 years · updated 8 Nov 2026
Key facts
- ICD-10 code
- F10–F19
- Who provides it
- An addiction medicine doctor; a psychiatrist joins if there are signs of depression or psychosis
- Where
- By video call from anywhere in Astana, Kazakhstan, or the world
- Duration
- 30–60 minutes; follow-up sessions by arrangement
- Anonymity
- You do not have to give your surname; medical confidentiality under the Code of the Republic of Kazakhstan “On Public Health”
- When it is urgent
- Seizures, delusions, chest pain, vomiting blood — call 103 or 112 instead of waiting for an online session
- Outcome
- A clear plan for the family: what to do today and what to do this week
What you should know
Relatives usually call an addiction specialist not when the problem starts, but when they can no longer cope: a husband has not gone to work for three days, a son has stopped answering messages, a mother is hiding bottles around the house. A video consultation lets you start with a conversation rather than a confrontation. The doctor will calmly ask what you are seeing, how long it has been going on, and whether there have been seizures, hallucinations, or fainting, and will tell you how dangerous the situation is right now.
Many people in Astana live far from their parents and siblings: they moved here from the regions for work, while their families stayed in Karaganda, Kokshetau, or Shymkent. The online format brings the family together — a wife in the Yesil district and a mother from the surrounding region can join the same call. A Narcology 24 addiction doctor will help you agree on a single, consistent approach, so the person does not hear something different from every relative and cannot manipulate the contradictions.
When a Family Should Book an Online Consultation
- you notice that drinking has become daily or comes in binges lasting several days
- the person denies there is a problem, and you do not know how to start the conversation
- after drinking or using, they become aggressive, have memory blackouts, or behave strangely
- you have found pills, powders, or syringes and do not understand what they mean
- your loved one lives in another city, and you cannot go and see them in person
- there are children in the family, and you are worried about their safety
- you yourself have stopped sleeping, snap easily, and feel completely burned out
If two or three points apply, it is worth seeing a doctor. Phone advice is free and confidential. If life is at risk, call 103 or 112.
Why It Helps Relatives to Start With an Online Conversation
Addiction is a disease (ICD-10 codes F10–F19), not a weakness of character, and the whole family is always involved in it. Relatives unknowingly adapt: they cover for the person with the boss, pay off debts, cancel celebrations. An addiction specialist helps you see these patterns from the outside and understand which of your actions sustain the disease and which genuinely nudge the person toward treatment. This is not blame — it is a tool.
Many people put off seeing a doctor for fear of others finding out, especially if the person works for a government agency or a large company on the Left Bank. The online format removes this barrier: nobody sees you walking into a clinic, and the conversation takes place from home or from your car. In addition, during frosts and blizzards, when getting anywhere is difficult, a video call remains the fastest way to get a professional opinion.
How an Online Addiction Consultation Works
You submit a request, the administrator confirms a convenient time and sends you a video call link. Before the session, it helps to write down what the person uses and how much, for how long, which medications they take, and whether they have any chronic illnesses. During the consultation, the doctor asks questions, assesses the risks, and suggests options: monitoring, a home visit, inpatient treatment, or work on motivation. At the end, you receive written recommendations on what the family should do.
An IV drip cannot be placed online, and blood pressure cannot be measured or a physical examination performed, so the doctor does not prescribe prescription medications by video without an in-person examination. If the person is severely intoxicated or has confusion, seizures, a high fever, chest pain, or suicidal thoughts, this is not a reason for a video call — it is a reason to call 103 or 112 immediately. The online format is suitable for planning and support, not for emergency care.
How we help
Assessing the situation from the family’s account
The doctor asks relatives in detail about how long the person has been drinking or using, withdrawal symptoms, behavior, and physical health. Even without the person taking part, it is possible to determine the level of risk and understand whether a doctor needs to be called to the home urgently or whether you can prepare them for treatment gradually. For loved ones, this is often the first time a professional confirms: you are not exaggerating, and you are not losing your mind.
Talking with the person directly
If the person with the addiction agrees to join, the addiction doctor conducts an initial interview: clarifies their complaints, assesses how aware they are of their condition, and discusses treatment options. Relatives can stay nearby or leave the room — whichever is more comfortable. Sometimes it is easier for a person to open up to a doctor on a screen than in an office, especially the first time, when they feel frightened and ashamed.
An action plan for the family
Based on the conversation, the doctor sets out concrete steps: how to talk, what not to argue about, which boundaries to set, what to do during the next binge. Loved ones get a clear sequence of actions rather than general advice. If a home visit or inpatient care is needed, Narcology 24 specialists will help arrange it at a convenient time, including in the suburbs — Kosshy and Koyandy.
Follow-up support after treatment
Online sessions are also convenient after detox or an inpatient stay: the doctor monitors well-being, cravings, and sleep and adjusts the recommendations. The family can join to discuss difficult moments — holidays, conflicts, first relapses. Regular contact lowers the risk of returning to drinking or drug use and gives loved ones the sense that they are not alone.
Myths and facts
MythA consultation is useless without the person who has the addiction
FactOn the contrary, many support programs begin precisely with the relatives. When the family changes its behavior — stops rescuing and stops pleading in circles — the person gains a motivation to get treatment. The doctor will explain how to do this safely, without ultimatums that never get carried out.
MythA doctor cannot tell anything over video
FactThe addiction specialist asks structured questions that make it possible to assess the severity of the addiction and the risks of withdrawal. Of course, video does not replace a physical examination and lab tests, and the doctor will honestly tell you when they are needed. But for the first decision — what to do next — the information gathered online is usually enough.
MythAn online consultation is not anonymous
FactYou do not have to give your surname or show any documents. The conversation is protected by medical confidentiality; the information is not passed on to employers and does not lead to registration with the state registry. Exceptions are possible only in cases expressly provided for by the law of the Republic of Kazakhstan.
How a home visit works
- Call or message usThe dispatcher answers 24/7 and in 3–5 minutes checks the person's condition, age, how long the drinking or use has lasted, chronic conditions and the address. No surname needed.
- The doctor sets offAn addiction doctor or psychiatrist comes with equipment and medication. Travel time depends on the district — usually within an hour. If inpatient care or an ambulance is needed, we'll say so straight away.
- Examination and treatmentBlood pressure, pulse, oxygen saturation, blood sugar if needed and a neurological check. Then an IV drip or other treatment as indicated, 1–3 hours.
- A plan for the next daysAdvice for the family on what to do overnight and tomorrow, phone follow-up and a repeat visit if needed.
- Further treatmentCoding, psychotherapy, rehab or psychiatric follow-up — once the acute state has passed and the person is ready.
Prices in Astana
| Online addiction doctor consultation | 10 000 ₸ |
| In-person addiction doctor consultation | 12 000 ₸ |
| Family consultation | 12 000 ₸ |
| Phone advice | free |
The final cost is agreed before treatment starts. Prices are in tenge and do not constitute a public offer.
Where to get help
In astana you can get help at home, at one of our two branches (6 Auezova St., office 37, Astana, 176 Imanova St., Astana) or online if you need a consultation rather than a procedure. The dispatcher answers 24/7 and will tell you straight away which option is safest.
Confidential and private
Information about your request, diagnosis and treatment is protected by medical confidentiality under the Code of the Republic of Kazakhstan “On Public Health and the Healthcare System”. We do not share it with employers, schools, the police or neighbours; the only exceptions are those expressly set by law. A first name is enough to call us, and paid confidential treatment does not mean a registry entry.
Questions and answers
Can I get a consultation without my husband’s or son’s consent?
Yes. A consultation for relatives takes place without the person themselves; you describe what you are seeing. The doctor will not call him or tell him about the conversation. The goal is to help you understand the situation and choose an approach that will encourage treatment rather than increase resistance.
What should I prepare for the consultation?
Write down what the person uses and how often, when the last episode was, what withdrawal symptoms there were, any chronic illnesses, and the medications they take. Photos of pill packages found at home are also helpful. If the person will join the call, it is best to choose a time when they are sober and able to talk.
Can the doctor prescribe medication online?
Prescription drugs, especially sedatives and sleeping pills, are not prescribed by video without an examination. The doctor can give general recommendations on rest, fluids, and monitoring, and tell you when an in-person examination is needed. If withdrawal treatment is required, the specialist will arrange a home visit or hospital admission.
How much does it cost, and how do I pay?
The price depends on the length and format: a consultation for a relative, for the patient, or a family session. The administrator will give you the exact price when you book. You can pay online, with no diagnosis mentioned in the payment description, to preserve confidentiality.
We live in different cities — can we all join together?
Yes, this is one of the main advantages of the online format. Several relatives from Astana, the surrounding region, and other cities can join one video session. The doctor will help you agree on a common position, so the person receives the same, consistent signals from the whole family.
What should we do if the person’s condition worsens during the call?
If seizures, loss of consciousness, delusions, severe chest pain, or vomiting blood appear, call 103 or 112 immediately. The doctor on the call will tell you how to position the person and what to do until the ambulance arrives. An online consultation does not replace emergency care.
Where do doctors visit in Astana and where are the branches?
Home visits cover all city districts and nearby settlements, 24/7. Appointments at two branches: 6 Auezova St., office 37, Astana and 176 Imanova St., Astana. Phone in Astana: +7 (700) 309-30-17.
Sources and methodology
This page was prepared by the Narcology 24 medical editorial team based on:
- International Classification of Diseases ICD-10 and ICD-11, World Health Organization
- Clinical diagnosis and treatment protocols of the Ministry of Health of the Republic of Kazakhstan
- Code of the Republic of Kazakhstan “On Public Health and the Healthcare System”
- NICE (UK) guidelines on alcohol and drug misuse and mental health conditions
- WHO recommendations on the treatment of substance use disorders
This information is for reference only and does not replace a consultation with a specialist. Editorial policy
