Kaiser Permanente InsuranceConsumerAffairs Unaccredited Brand
Kaiser Permanente pain clinic is very poor, preferring to be responsive to politics rather than the patients who are paying their premiums. I finally went outside Kaiser, found relief and am fighting for reimbursement. One tip is that if you make a verbal complaint to customer service it goes nowhere. In order to get your complaint addressed. You must make it formal and in writing. I love my primary care doctor and when I have needed surgery, those services have been outstanding. But behavioral health doctors are apathetic and offer no help of value. The pain clinic is the worst. They respond as if from a script and don’t process what patients say or what staff should be observing, just the scripted response. They see addiction in everyone instead of real people with legitimate conditions that explain their severe pain. If you cannot meditate your way out of pain, too bad!
I had been struggling with unexplained health issues/abnormalities for months on end, but paying off college loans and slow business at my workplace had left my budget too tight to try to figure out what was going on. I was finally urged to book a consultation with a specialist to try to figure out the problem, and was given a copay estimate of $50, and nobody at Kaiser bothered to tell me what it would actually cost me.
The consultation visit did give me a lot of good information and helped me understand options and feel better about my situation, but I was absolutely floored when a week later I was slammed with my bill. The cost of the consultation visit (which was only about 35 minutes and no tests were run) was $345.50. Three hundred. And forty five dollars. Just to talk to a doctor. My insurance only covered $50 out of it. I never would have booked the appointment if I knew I would be set back on my bills and eating nothing but rice for a month, over something that I could have easily just scoured the internet for answers.
I have had Kaiser for about 7 years (out of necessity, it's what my previous jobs provided). Kaiser has literally left me with scars and depression. A feeling like my pain doesn't matter, and if I talk to someone about it they won't believe me. The first time my back went out, they kept sending me home with stretches. I finally had to demand an MRI. The MRI showed that I had a disc that had slipped into my sciatic nerve. I then had a discectomy surgery. My surgeon was ok...not the best bedside manner but at least believed my pain. Recently my back has flared up. I saw a different doctor who scolded me for not stretching enough and gave me crap pain meds that don't work. Every time I've gone back I've been questioned. My pain is at a 9 or 10 on bad days. This is also ignoring everything I've gone through with my Endometriosis.
I was given an IUD, and the doctor refused to investigate to see if I needed surgery. (Endometriosis is a surgical disease and my last surgery was about 10 years ago.) Kaiser treats people like numbers, and not like people. Thank goodness my husband's insurance changed to Cigna and I have more options now to get my back the attention it needs. I don't understand how Kaiser doesn't get sued more often. Oh and the best part? They want you to do everything in house but don't have any ERs. I had to make a trip to the ER recently and they left me with a $1,000 bill because it wasn't within Kaiser coverage. They really screw you over. Kaiser tries to control you and make sure all the services you get are with them, but then they don't provide you with good treatment or care. I really hope something is done about Kaiser. After 7 years, I won't miss them.
I've been having payment issues with Kaiser for the past several months and I've heard the same complaint from other people. I paid online in January and they said it didn't go through. I paid a second time and both payments went through... we're talking $845/month. Then, even though it was their fault I had to wait 10 days for a refund. Then I paid in February and again, they said my premium payment was declined. However, my bank statement showed it went through and was not declined or refunded. I've called Kaiser at least 10 times - about 8 hours on the phone - faxed them my bank statement and even though this started in early February and it is now mid-March, it still hasn't been resolved. Every CSR doesn't read the notes when I call and asks me the same questions. Some even suggest I pay my premium again. SOOOOOO frustrating.
Last year I reported to KP customer service that my webpage would not allow me to pay my medical bills online via credit card. My pharmacy bills were no problem. But every time I got to the last step of medical bill payment a pop up would appear saying, "Error - We are unable to process your payment at this time - Please try again later." I was told that a case manager would help. She never returned any phone calls. After receiving several from email responses thanking me for reporting this issue and telling me that the problem would be addressed within 5 to 10 business days, NOTHING ever happened. NO CONTACT, NO FIXING, NO FOLLOW UP, NOTHING. NO tech help every contacted me to either get a full description of the problem or make themselves available to fix it.
I did get a letter from KP about 4 months later saying the problem had been fixed and thanking me again for bringing it to their attention. Now after a full year the problem stills exists!!! I reported it again and am getting the same runaround from absolutely disgracefully incompetent customer service. I tried being polite and patient last year. This year I'm having fun informing these disgustingly apathetic and ignorant morons of my precise opinions of them. Point here is that it doesn't matter how you treat them, they are not listening anyway.
On the positive side, I've been overall happy with the actual medical service at KP with doctors and nurses all being very good. Customer service personnel however varies greatly with actually being very good, as long as there is no problem to deal with. If you actually have an issue that needs resolution, forget it. They are completely incompetent, condescending, and disgracefully apathetic in any professional desire to actually successfully solve an issue. We'll see what happens next year as I am sure this problem will persist with these idiots.
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Wow. After 32 years, they boot me for a late premium payment. Now that I'm on Medicare and not employer sponsored they just throw you out for the slightest reason. Great loyalty Kaiser. Wow! I'm blown away.
We've been Kaiser members for over 25 years -- both Georgia and California. Kaiser in California was a world above Kaiser in Georgia. Every department in Kaiser Georgia is more incompetent than the next. If you get a bill that you don't understand, don't bother calling them to have it explained because they don't know what the bill is for either. You will be disconnected and transferred from department to department, and each person you speak to will give you different information. Why bother having a PCP? I've seen my PCP one time. I've seen 5 different doctors last year. "FIRST AVAILABLE " appointments are booked a minimum of 2 months out. If you go to urgent care, you will sit for hours. On one occasion, I waited there 8 hours for a doctor to read an x-ray.
Finally I asked a Kaiser employee who was mopping the floor (as no one else was around) to find out how much longer I would have to wait. When the doctor finally showed up, he didn't even step into the room. He didn't introduce himself. He simply poked his head in the door and said, "It looks ok. Follow up with your PCP." Really??? If I could get an appointment with my PCP, I wouldn't be here in urgent care.
When I complained to my doctor via email (because that seems to be the only access I have to him) he told me that Kaiser has added 80,000 new patients. Then why haven't they added sufficient doctors and staff to accommodate those 80,000 new patients. After all the years of being a Kaiser member, I am ready to cut ties with them. And perhaps the worst thing of all is that they just flat don't care that their service has turned so awful. They don't care about their patients. You are nothing more than an ID Number and a co-pay to them. Please think twice before contracting with Kaiser, Georgia.
I'VE HAD IT!!!! Every time I email, call or see someone directly here, NO ONE is on the same page. I just emailed about needing chiropractic services and they responded via email I sent to my primary care doctor that I need to call Kaiser's bogus customer service number to get an answer and speak to a specialist first. I call the customer service number, press the number to speak to a specialist after an annoying robot system is forced upon me, and the rep says "EMAIL YOUR PRIMARY CARE DOCTOR TO FIRST." I JUST DID THAT AND THEY SAID CALL SPECIALTY SERVICES??!! And also, I've been through a hellacious year and a half trying to get a reimbursement for premiums I paid but was covered via Medi-Cal and am now owed $1000. I've called 14 different numbers during 20 phone calls over 18 months and 2 hearings and no one still has an answer for where my money's at!!?? Kaiser!!!!
In August, 2017, I went to my primary of 18 years for a arrhythmia in my heart. Went through 24 hr monitor, abnormal, next 2 week event monitor, abnormal, next stress test which showed as my primary told me, 31/2 weeks later when I called about sinus infection, "Oh, btw, you have quite a bit of heart blockage". Long story short, got cardiologist but still waiting for ok from primary to do angioplasty. I have 11 siblings and 7 of them died of heart disease before age 72. I’m 70!! Think I’m going to be number 8! Kaiser has gotten terrible since I went on Medicare. If I live to next year I’m out of Kaiser.
Kaiser Permanente has been my healthcare provider for a few years and I've experienced nothing but the very best medical attention each time at the Reston and Tysons Medical Centers in Northern Virginia. All of the doctors, nurses and staff are exceptional, and always treat me with kindness, empathy and compassion. They also explain things very clearly, which eases my mind and helps take the fear out of being unwell.
I just became insured through the Washington marketplace this year on Feb 1st with Kaiser. I had gone to my naturopath originally in late January for weight loss, upper right quadrant abdominal pain, nausea & vomiting, night sweats, and swollen lymph nodes that had been swelling on and off for a while. She sent me for an abdominal MRI which revealed a mass that is either a adenoma or hepatocellular carcinoma. She recommended I follow up with an MD for further testing asap. I saw a Kaiser doctor Feb. 6Th. He would not listen to me. I told him the symptoms I was there for and referred him to the MRI I had sent ahead of time. He insisted I had acid reflux and prescribed **. I insisted I do not have pain in my stomach area or acid reflux, as I had acid reflux a decade ago and am very familiar with it. I was an MA and I know my A&P. He said return in 3 weeks.
In the past two weeks the pain has become so severe I can't work. I returned to my naturopath who advised to stop taking **, she said I do not have acid reflux and all my symptoms point to liver dysfunction and an immune response. I have been to the ER, where they just prescribed ** and said follow up with my MD as scheduled. I then had more pain even with the ** and trouble breathing and swelling in my abdomen so I went to Kaiser urgent care. They gave me a ** shot which did not ease my pain. So they suggested 9 ** a day, knowing I have a mass in my liver which is poorly functioning, and follow up with my MD.
Now my right arm is swollen and my right side of my rib cage is so painful I can't lay any direction. I went to a chiropractor who said I have no ribs out but said it appears I have lymphedema. I have been sending these messages to Kaiser. I am not being treated. I'm told based on my age  they will not biopsy the liver mass unless it's 5 cm, even though I have worsening symptoms associated with cancer. This is the worst care I have ever received and I am now hiring an attorney. I am unable to purchase private insurance because enrollment is closed and I am stuck with this awful facility.
So when I first signed up for the Washington State Health Insurance, I was assigned Group Health as my provider, Group Health covered my medications and had even approved of fully covering a $466 experimental heart medication (that I need to take so I can live like a normal person). When Kaiser bought Group Health I was told my coverage would remain exactly the same. But it definitely did not. Kaiser no longer covered my heart meds because I "hadn't tried every other option" according to their records, even though I had and it was in Group Health's records. So then my cardiologist had to send over my records multiple times because Kaiser supposedly didn't get them. Kaiser even said I didn't have the proper referral to a Cardiologist in the first place and I then had to get re-referred to him in order for my prescription and records to be considered valid.
This was something that I have never experienced with insurance before, not with Lifewise or Group Health and it's not something I am currently experiencing with Molina. It's only Kaiser, and nobody should trust them when they say they only provide the best insurance, and I wholeheartedly believe that any positive reviews of them must be sponsored, because they simply are disorganized and outright lie to their customers.
During a "phone appointment", with this new doctor Catherine who had never seen me, she made it clear that she never read my file, and had still already made her mind up BEFORE calling, to deny me necessary medication for pain and infection. She was rude, condescending, and even made false accusations against me! She only wanted to pass the buck and send me to other doctors that I have already been to, with only negative results. I am getting another doctor immediately. The ones at Kaiser rarely treat you as a whole person, and have even tried to get me to do physical therapy exercises that caused serious damage because they don't think of the body as a whole unit.
I won't go into the whole thing, but Kaiser has put a halt to prescribing any Opioid pain medication and are taking current Patients off of them regardless of their proven diagnosed condition. They are doing this without considering a patient's health or well being and quality of life. I feel people may have to turn to illegal drugs and get them off the streets. Kaiser's action will only endanger the lives of there patients and their families. Chronic pain is real and very hard to live with.
You have to wonder why so many people in U.S. are committing suicide. My mother was a Kaiser patient many years ago and ended up committing suicide. I have dealt with depression for many years. I have been ok for a while now. Over the past few days I have gotten really depressed, so I made appointment with assigned Kaiser doctor. When I was taken into the room to see the doctor and told the check in nurse that I needed to see doctor about severe depression. She told me that the doctor doesn't deal with the depression part of the medical field and gave me a paper to call the mental health service. WOW...more depression. So I came home and called the number to be told I could not get in to see a doctor till next week. Kaiser is most definitely not the medical company I would ever suggest to anyone.
I have been a KP member for over 40 years since it first arrived in Colorado. The concept of a non-profit company was awesome -- and rewarding. Not having to fill out paperwork or wait for reimbursement is incredible. Having all the doctors, pharmacy, lab, etc. in one building -- and having full choice in choosing a different team member if you're ever dissatisfied is fantastic. Love not having to traipse all over town finding different specialists. Can't imagine ever changing to another company!
I am usually able to get an appointment within 2 weeks of requesting it. Wait for office visits and RXs is not too long. Also not too long a wait for X-rays and EKGs.
Kaiser should allow more time in doctor visits. I felt my visits were too short, only 10 minutes or so. But they do take time to care for patients in other ways.
Recently I thought I may have an Urinary Tract Infection. I called Kaiser and was transferred to an advice nurse. Based on my symptoms I was provide antibiotics for seven days. On the fifth day, I became more ill and scheduled an appointment with my primary care doctor. I was concerned the medication was not working. By the time I got in to see my doctor, I had back pain, weakness and poor mobility. During my doctor's office visit my doctor looked right at me and stated. The only thing wrong with me is I need to make an appointment as soon as possible with psychiatry, there was nothing wrong with me. She declined any further urine testing, assuring me, I am fine, well not in the head. She assured me none of my symptoms were related to an infection. I became very depressed, I was so ill I could not work.
What followed for the next 90 days I had a kidney infection resulting in me taking antibiotics during this time. I eventually recovered. I fired the doctor and choose a different primary doctor. Then one day, I received a notice my new doctor is no longer with Kaiser. Kaiser had assigned me to a new doctor. I filed a complaint with member service in regard to my first doctor. Nothing was said or done. However I have learned what she wrote in my file. So hurtful.
I am under the insurance but the service is extremely limited and precarious so I ended up self paying all my medication and external Dr. visits. I was misdiagnosed twice and the insurance does not cover even blood work that I was paying myself. I transferred from Blue Cross and regret the decision.
Pluses are free immunizations and some screening (mammogram, yearly physical) through Medicare Part B, and Part D reduces or eliminates some prescription costs. The quality of the medical staff is uneven, I wouldn't go back to a Kaiser psychiatrist again after 2 bad experiences. Most troubling is the steady loss of value as the monthly premiums and co-pays go up year to year while the services, return on investment decrease. Overall, not the worst by any means but still gouging the elderly along with everyone else (seemingly) in the healthcare industry. Other countries do this much, much better.
My husband has a kidney stone. He had to go to the PCP two times before the doctor would refer him to a urologist. The urologist is in another county (they don't have one at the Tucker, GA location). He got a CT scan and stone was confirmed. Urologist told him to try to pass it on his own. Husband calls back after a couple of weeks and says the stone is not passing and the pain is horrible. Urologist refers him to surgeon at Northside hospital (different county than us OR the urologist). Surgeon schedules procedure SIX WEEKS out. In the meantime, he is required to go back to both the PCP and the urologists to be "cleared" for the procedure. In all, 8 doctor appointments (and co-pays)--9 if you count the scheduled post op appointment--in 3 different counties, over a period of 2 months for a procedure that is, by the surgeon's description, a 20-minute out-patient. Emailed KP to complain, was told someone would call me; they never did.
I would never change. I have had surgery and been told with bandages on my face that my preauthorization was not correct. That would never happen with Kaiser. Have had cancer, a heart attack and a stroke. Top notch coverage and care all the way.
My wife and I belonged to Kaiser from the 1960's to about 2005, while we were younger and did not have any health problems. They were great, however when we turned 65 and then had Kaiser Medicare, Kaiser did not show the same care. We ended up switching to the standard Medicare to get some medical problems taken care of that Kaiser refused to do.
I am a 55 y/o male who has had some health issues thru the years and Kaiser is far and away the best insurance I've ever had. They are outstanding in every category, Physical and Mental health. These guys have got it right.
Excellent service every time! Everything located under one location, always with plenty of safe parking. If you are not happy with a care provider, you can have another one.
I applied for the Kaiser Gold Plan for my health insurance and decided to cancel the plan 4 or 5 day before it started. They put a cancelation request on the computer and said that it will not take effect at the beginning of the month and if there was any money paid for the plan the refund was going to be back on my account in the next 3 to 4 weeks. Well I kept calling 4 more times to make sure that my plan was not active and make sure I get my refund, they kept telling me that it was cancel and be patient with the refund. Today they told me that my refund of $489 dollars was not granted and they are keeping my money. How is this possible!!! I am so mad because they are keeping my money and I did not have an active premium service from them, how is this legal??? I will call the TV news show and tell them about this, will also call Telemundo and Univision and put a complaint at the BBB too! I will not let them con me.
Administratively there are a lot of hoops to go through for getting an appointment and following up with Customer Care. As far as working with ACA the troubles get worse. Horrible. Nearly impossible to find a doctor that speaks clear and concise ENGLISH, but once in to see Drs. the care is good and they are nice.
Just a scam. Plain and simple. If someone treated you in person the way that Kaiser treats you on paper, you'd punch them in the face. Your legally guaranteed annual free appointment is no longer that if you mention any actual medical problems!! All lab tests are billed fully if the results are abnormal!!! Paid your copay in person? Sure you did, you'll still get a bill EVERY TIME. And for all this you get the privilege of paying $300/month! Are you kidding me? This company should be illegal.
Of my limited needs I really like Kaiser and the classes they offer. Also, I got in to see a psych counselor in a timely manner when I was under a lot of stress, and 2 sessions did it for me. I feel they attract the best doctors and do ongoing research that benefits all. But the copays are a bit high as well as some medication copays.
Kaiser Permanente expert review by Joseph Burns
Kaiser Permanente is a unique health care management program that is located mainly in the western United States. In California, Colorado and seven other states, patients who have Kaiser coverage get health care services, including hospital stays, at Kaiser health facilities.
Offers low-cost health plans: Kaiser offers several different levels of service with varying premiums, deductibles and co-pays.
Kaiser offers all services itself: This company provides health care services as well as health care coverage, making it easier to get needed services and file claims.
Online application process: It’s easy to get a quote and sign up for Kaiser.
Best for: Students, employees, heads of families
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