The article analyzes the level of conflict and the main causes of conflicts in district clinics of St. Petersburg, as well as the impact on the level of conflict seasonal factor. The main sources of information of this study are the results of an anonymous survey and oral survey of patients and health workers, as well as the study of written applications of citizens to the administration of one of the city clinics of St. Petersburg. The article draws attention to the importance of diagnosis (evaluation) of the organizational culture of the institution and the behavior of health workers in a conflict situation, the relationship of organizational culture with the effectiveness of the introduction of a new model of medical organization providing primary health care, based on the principles of lean production. Based on the obtained sociological data, the revealed causes of conflict situations and the analysis of patients ' complaints, specific steps are proposed to improve the socio-psychological climate in medical organizations both at the level of "medical worker - patient" and in the staff of the medical institution (LPU). The questions of communication of the level of involvement of personnel depending on age and length of service are touched upon. The article draws attention to the need to develop communication skills among medical personnel, which will help to increase the efficiency of their activities, increase job satisfaction and patient satisfaction.