Kaiser Permanente Corporate Offices

their medical care is good, the online/​web systems a nightmare. Three times in the past 2 months I have been unable to log in. nor does the system recognize my username and Kaiser ID. Had to call, wait for an operator who then sends me a reset link. Only yesterday does the CS rep tell me that Kaiser is aware of this ongoing computer glitch and that she gets hundreds of these calls all of the time.
Today I receive a boilerplate reply from someone who works in their web services dept, offering a excuse that they can’t help me via email due to privacy issues. If they had bothered to read my complaint, they would have understood my issues

Why are there no options for negative stars?
Avoid this insurance provider like the plague!!!
Picking an insurance provider is basically easy — They all have good doctors, locations, staff, etc. but what differentiates one over the next is the administrative functions (Before/​during/​after) care.
This company is the most atrocious company ever!!!
Their customer support department is the worst ever!!!
First, there is no easy way to contact them — Go to any of their web sites and there is NO GOOD WAY to contact them for help/​support.
On any of their web sites, there is NO CHAT feature (The current «Gold Standard» of support) — If I even go to my bank’s web site/​url, a chat box is appearing with a person asking if I need help without me even asking — BUT NOOOOO, Not at Kaiser.
OK, so no chat — No big deal, I’ll just go to the contact menu option and send them an E-​Mail with my question and go about my business awaiting their timely reply — BUT NOOOOO — They DO NOT even have an E-​Mail contact option.
Your only contact option seems to be dialing into a call center (And we all know what that means — No human answers the phone, You get stuck playing games with non-​functional phone trees, HOURS on hold, Only to eventually get hooked up with a FLUNKY that is reading from a phone script and ultimately can’t solve my problem.
AND, Don’t even try to get upset with them, because if you raise your voice or call them out for what they are (Incompetent), they will just simply change up the phone on your ass!!!
Then it becomes this deadly cycle…
–You call back.
–Tell them that the previous ASSWIPE hung up on your ass.
–They apologize and offer to assist again.
–AGAIN they can’t solve problem so you ask for supervisor.
–They refuse or make it difficult.
–You, AGAIN, Out of utter frustration, and total incompetence on their part, call them what they are — A total ASSWIPE.
–Once again they hang up the phone and you are toast!!!
Finally, they have NO Executive support/​customer care leadership.
I should be able to contact the VP of customer care and explain the above scenario and they should open an investigation (Give me, the customer, a proper investigation tracking number) and they should go back and review all the tapes and logs and FIRE the incompetent ASSWIPES that hung up the phone and also fire their managers for incompetence, lack of leadership, and lack of training).
Then the VP should use the finding to fix the problem for the future such as providing the necessary training so that call center employees actually know how to solve the issues, and conflict management training so that the call center employee learns to mitigate the tension on the call to de-​escate it before the customer gets upset and starts name calling thus avoiding a hangup in the first place.
It is CLEAR that Kaiser does NOT employ a customer care person at the executive level, and for this, the CEO should be fired at the next board meeting for a total lack of incompetence and a dereliction of duty to the Fiduciary responsibilities to the board/​stockholders!!!

The one star is for APRIA, which inexplicably Kaiser affliates with. Apria’s services are the lowest rated on Consumer Reports, Unilocal and the Better Business Bureau for a reason. Their service to my severely disabled uncle has been egregious and unconscionable. Shame on Kaiser for working with them, they are way better than that.

Kaiser Permanente rocks. I love their healthcare system. I love how any doctor at any Kaiser location can see my medical records from the Kaiser system. I also love that I can go to any Kaiser hospital and get what I need done there. I also love that the Kaiser pharmacies have all the medication that I take in stock. I wish Kaiser would open hospitals in states that don’t have any Kaiser hospitals.

If i could give this company a –10, i would
Customer service is a joke. Phone call after phone call to obtain information about their website login site. \Turns out that it all has to be done on line. You can not walk into a Kaiser P and have them reset my password because they dont have a physical department for this. Trying to help a senior fix this. And this is the answer i get from them. NO PHYSICAL OFFICE TO HELP. It has to be done on line.
I HATE THIS COMPANY

Kaiser permanente is a joke, a typical situation with them is to call 45 mins before closing, and sit on hold till they close. FOR 45 MINS! Kaiser is ridiculous

You know it’s bad when the reception NEVER picks up their line.

Some people that I know have told me that they received the care they needed at Kaiser Oakland. I have been with kaiser for over 20 years due to my job and have always received mediocre care. I have seen various doctors and they always seem to rush you out the door. When I have asked to be seen by a specialist they always tell me to take a pill and that my symptoms will go away. It seems that they want to limit care and not take my concerns seriously. I had emailed my doctor 3 years ago about my stomach burning and that I wanted to see a gastroenterologist. I rewrote the same email and sent it to him today because my stomach is burning and keeping me awake at night. What do I have to do to get treated? He gave me Famotidine and it is not working! Doctors at Kaiser Oakland do not take patients concerns seriously. I have been told to avoid Kaiser Oakland and as much as possible. I am considering changing health plans. I would not recommend Kaiser if you could get another health care provider.

How am I supposed to thrive if you refuse to insure me?
Yes, I’m fat, and yes, I have psoriasis. But fluocinonide is not a «serious medication,» and I’ve had one prescription for it in the last four years. That’s it.
I thought you were a nonprofit and that you were interested in people’s health. But you’re not; you’re a bureaucratic nightmare interested only in your own bottom line. Maybe that’s why you dump mentally ill patients in hospital gowns on L.A.‘s Skid Row.
I guess it won’t matter much come September, when all insurance companies will have to accept people with preexisting conditions, but until then, I’ll have to overpay for my COBRA benefits because of your heartlessness. How do you sleep at night?

After aging out of my mom’s benefits, I decided to apply to continue my Kaiser coverage on my own.
I got denied coverage because I sought treatment for acne 10 years ago. I’m 24… I did a little math in my head, and 10 years ago would make me… Ah yes, 14. Yep, I had acne as a teenager (shocker!). Seriously, people?!

Today I just found out that Kaiser is turning into an organized crime organization. The altered my son’s medical records to deny him medical treatment that he desperately needs. There was never a question of medical need, but they want me to seek a handout from the government instead of providing medical services to treat his Autism. Autism is a parity diagnosis that should be treated like any other illness, but obviously they are clueless about the law if they are willing to alter the records of a two year old for financial gain.

Like many young people with Kaiser, for the most part I never had a bad experience but I heard horror stories. I never thought I’d be one with a horror story, but when I became seriously ill and really needed Kaiser it was such a nightmare I cannot wait to switch out. Basically, the indifference, the lack of help, everything was horrible and I’d been with Kaiser for three or four years prior to. It got so bad, I had to file a grievance. Once I did that, I got proper care, but the woman who took my complaint said, «your story is giving me chills» and she totally became an advocate for me. She was the only one I must say in the system, who actually seemed to care about me as a patient. It turns out I have a major disease that my doctor knew about but did not respond to my calls, my visits to the office. The emergency room was a nightmare, etc. But as I said, things are better now after I complained. Nevertheless, that experience taught me that Kaiser is not the plan to have if you have serious problems.

I was prejudice against Kaiser until I was forced to sign up with them because co. had switch over our insurance. It was a good thing.
For appointments, I never have to wait more then 10 minutes, compare to other doctors where the wait can be up to 30 – 45 min. The primary Dr was very helpful in setting up visits with specialists when they find it necessary. The pharmarcy can be crowded, but if you pick the right time, it is a breeze.

Kaiser has one of the worst reputations for an HMO out there. Ask anyone who has actually had to spend time in a Kaiser hospital. Since this review is for the Divisional Offices, I’d like to point out these are the people responsible. If Kaiser Divisional Offices weren’t so entangled in hiring friends-​of-​friends-​of-​friends, they would have a better health system at half the cost.

Once, someone told me that Kaiser was good for «young people who never get sick.» I don’t know about that since A) I’m only 34 and B) I rarely get sick so maybe I’m not the best judge BUT … I have to say I like these people. I like that they’re non-​profit, I like that I get to see a nurse practitioner sometimes when I’m sick (really, they are often better than doctors), I like how easy they are when I call them on the phone to check in with an advice nurse, and I have always received good service from them. So, despite the bitching I here from some I like Kaiser and would recommend them to anyone selecting health care plans.