Over the past year, the family doctor advice line 1220 received more than 261,000 calls and nearly 2,000 online chats. The most common reasons for contacting the service were questions about medications and advice on fever and viral illnesses.
Although the helpline remains busy throughout the year, it reaches its peak during periods of viral illnesses. In 2025, advisors answered an average of 22,000 calls per month. December was the busiest month, with a record 29,007 consultations by telephone alone. In addition to calling, people are also increasingly using the online consultation option.
Dr. Merit Rahnik, head of the family doctor's advice line 1220 and Confido remote services unit, said that compared to the previous year, the number of personalized inquiries increased significantly in 2025. "For example, last year, there were over 12,000 personalized calls and online chats requesting prescription renewals. This indicates that the service is being used to seek help with specific health concerns, including in situations where one's family doctor is not immediately available," she said.
According to Rahnik, the 2025 data also reflects changes in the recommendations given during consultations. "Compared to the previous year, there was a 14% decrease in recommendations to visit the hospital emergency room and a 15% decrease in recommendations to visit a family doctor or specialist. This shows that more and more concerns are being resolved through telephone or online consultations, without the need to refer the patient to a healthcare facility," she explained.
The main concerns that people called the helpline about were viral illnesses, fluctuations in blood pressure, minor domestic injuries, and questions about prescription renewals and medication administration.
Anu Valli, administrator of the Health Insurance Fund's family doctor service, emphasizes that everyone should be able to get help with their health concerns and that being informed helps to find a quick and competent solution to health problems. "There is a right place for every health concern. Our common goal is for people to receive the right help at the right time and in the right place. If family doctor services are not available, for example if a health concern arises in the evening or on the weekend, 1220 is the place to go for initial professional advice. The advisors can also help clarify whether the situation requires emergency assistance or if home treatment is sufficient," he said.
What is worth knowing about the family doctor advice line 1220?
- The advice line is available 24/7. Advice is provided by telephone around the clock in Estonian and Russian. Advice in English is available daily from 9 a.m. to 5 p.m.
- Convenient and fast online consultation. Personalized online consultation in Estonian (at 1220.ee) is available every day from 8 a.m. to 10 p.m. This is a convenient alternative for those who prefer written communication.
- Option to renew prescriptions. The helpline can be used to renew essential prescriptions on Fridays between 5 p.m. and 10 p.m., and on weekends and public holidays between 8 a.m. and 10 p.m., if it is not possible to renew the prescription through your family doctor.
Please note: the helpline doctor or nurse will not issue prescriptions for sedatives, potency drugs, sleeping pills, psychotropic drugs, antibiotics, narcotic drugs, or strong painkillers.
- Option to report sick leave. If you have a health concern on the weekend and need sick leave, you should report this to the helpline. The advisor will record your call, which will later serve as the basis for your family doctor to issue sick leave retroactively.
- If you are unsure where to turn in case of health concerns. If you do not know whether your health concern requires immediate intervention, first call the helpline at 1220. In case of a life-threatening condition or severe trauma, call the emergency number 112.
For most health concerns, home treatment, a pharmacist, or a family doctor can help. The emergency medical service and ambulance are for life-threatening situations. Read more about where to turn in case of health concerns.