Customer Service Scoreboard
No One Listens, Left Hand Does Not Know What Right Hand Is Doing. Try To Get Through To A Physician Is A Nitemare Even If You Emphasis The Concerning Matter. Long Hold Times With New And Horrible Phone System. Everyone Passes The Buck And Nothing Gets Done Until You Can Angry. Textbook Answers To Everything. I Can't Complain Enough!
Unable to get an appointment to my doctor for almost 2 months, no phone appointment available, email answer in 2-3 days. Only care is at urgent care and you may not be seeing a doctor there and you have no choice of who you are seeing.
If they refer you there is no choice.
I do not want my care from urgent care, it's like going to a clinic, people everywhere!
Another thing, urgent care is not in my area, parking is a nightmare and if you don't feel well is quite a chore.
In the past I had chosen not to submit surveys' based on fears and retaliations ' for the care, for my diagnoses.
Early, February 2023 - My first time in San Rafael OTJ, I saw Ms. PCN. I'm thankful for her, she order an evaluation with Brain Rehab Network (BRN) to address the seriousness of my injuries.
I received a letter from my adjuster to see Dr. Davis for my injuries.
Since this was my 1st visit with Dr. Davis he appeared upset that he was requested to treat me.
I mentioned the letter and he stated "Oh I believe you" - and finished with "They (SAIF) normally don't do that, unless".
He performed the office visit and stated" Crystal Bell was right to get you into the Brian Rehab Network, you do have a concussion"!
Dr. Davis prescribed, Headache Migraine Medication which I picked up that day,
At first my impression with Dr. Davis was alarming, harmful at most and started to question the delays for approval to get into the appointment books at the BRN.
The lines of communication between their offices created months of delays, my appointment was finally scheduled for April 25, 2023.
I struggled daily and my concerns were not taken seriously.
I've learned long ago to advocate for myself.
It was up to me, to explain my concerns clearly.
With each office visits between March 2023 - September 2023, I advocated for services to:
• Calm the sharp stabbing pain in my left eye.
• For neck pain relief, with limited flexible and explaining why it's unsafe for me to drive.
• I also mentioned, nightmare of being hit, dizziness, balance issues and light and noise sensitivities.
Although, Dr. Davis agreed with my purchases of prescription tinted eyeglass for light sensitivities and ear plugs for noise sensitivities and the purchase of walking sticks to improve my balance.
He still refused to acknowledge treating the left eye pain.
My medical records state this to be my 2nd head injury at age 62 years old.
The 1st head injury was in 2014 at age 53. (I'm not a college student)
I should expect a reasonable amount of A Standard of Care!
Sincerely,
Roseville /Eureka Boulevard-daughter just turned 18 so I'm teaching her to navigate the situation-she's having terrible stomach stomach problems-isn't very good at describing the situation so the doctors understand thoroughly-it's freezing inside of Kaiser so I go out to get her a pair of pants-they absolutely refused to let me back in due to their construction-my daughter calls me and is in tears saying that her nurse is aggressive and rude-as I ran into with the front door lady would not let me back in -my daughter was almost refusing to stay and get treatment for her emergency because she was uncomfortable and the nurse made her feel stupid-in the meantime my husbands working 90 hours a week to pay the $1600 a month that's required for my daughter and I to have medical-not to mention all the co-pays that go along with this -- apparently here color does matter-if you're anything but white you'll be fine
I just witnessed racial segregation and disparate treatment at the Kaiser in sunset. As my son was being transferred from ICU to his room I noticed that all of the African Americans were placed on one side of the wing. They were all in shared rooms with other African Americans. On the other side of the hall were single rooms and all white. This might have been an oversight but I doubt it. This appeared to be very intentional act. I thought we had moved passed this. But it is live and well and a practiced of Kaiser.
For at least 4 weeks now I've been trying to make an appointment for a worsening ringing in my ears. It keeps me up at night now. I'm told I have to start with a simple hearing test which is just the first step in a process of this complicated issue. Every time I call or get on the app there's no appointments available. You stop taking appointments 8 weeks out. You don't staff properly to give your members care. I'm told I have to get online to make an appointment Sunday at midnight when new appointments 8 plus weeks out are opened when I work the next morning early. Every time I've tried to get an appointment on Sunday there's still nothing available. Why am I paying for Kaiser Permanente healthcare for myself and my family if I can't get health care? Seriously considering other options like Providence or independent health insurance. If Kaiser can't staff what is needed for their members then they should be outsourcing services.
Today for a week my back pain haven't been better, and the pain goes all the way on my leg, on 2021 I was seen by a physical therapist at kasier, after a year going back and forth for a referral finally got it, and today I just wanted to get another appointment for the same doctor and it just came the dates, 23 of March, so almost 2 month wait to see a physical therapy, this is a shame, what iis going on, by the way I live in MD, and its for Gaithersburg branch.just don't know what to do!
Kaiser Permanente Chino Grand in California has gone way downhill. They do their best to schedule your appointments by phone to keep you out of the office because they have virtually no appointments to give you. They are booked solid for one month! When you complain, they say "go to an urgent care." Kaiser Permanente is a disaster.
A family member thought she was going into labor. At midnight, recently, she was in the er. At 2am she was released as she was having a false alarm...NO ESCORT TO VEHICLE... no security to be seen. A nurse told her to be careful going to her car because of "crazy people" out at this time. Unacceptable by Kaiser not to assist her to her vehicle, very concerned about this.
Filed multiple grievances for doctor FALSYFYING RECORDS FOR DISEASE I DON'T HAVE! Claims in notes that my family has it and NO ONE IN FAMILY DOES!! After submitting the amendment for health information 5 times, Kaiser has the balls to tell me that no, you never submitted it, an no the dr won't amend your record, and you can't submit any more grievances! Their FALSE RECORDS ARE AFFECTING CURRENT DIAGNOSIS BUT THEY" DON'T CARE!! you'll get the "you're a valued member" crap from them all the time but you are not taken seriously!
I am experiencing the same issues, gas lighting, No appointments, ignored emails and denial of appropriate treatment. I was injured in a fall in January due to severe lumbar stenosis and weakness in my legs. I begged all year for a mri and orthopedic appointment. I was sent to psycho. The groups were great!
In August, they started limiting the amount of pain pills, requiring patients to get a partial refill and pay a full copayment on a 3 -7 day basis! Medically unnecessary for disabled individuals and not only inconvenient but cruel.
Now, they have mandated that chronic pain patients can NOt have more than 50meq of any pain medication and can no longer have an adjunct medication like a muscle relaxer or gabapentin! Cruel, unjustified and completely ignorant of the assessment process and medical necessity.
What is next? Limiting diabetic meds or heart meds!
This is unnecessary, unfair and is causing so many to suffer unnecessarily. I'm speaking out because I want to save lives.
I'm terrified that people will get so desperate that they will seek out street drugs and die of fentanyl poisoning.
Perhaps that is the outcome they seek? They were just awarded a MediCal contract illegally so perhaps they want to kill or have the MediCal patients so they can pocket the capitated rates from the state. It's gotten so bad and there is absolutely no reading other than greed.
I rarely write reviews, I'm so angry, had to write it, took my daughter to the ER, wouldn't let her in for precaution, ok did a swab, she had influenza A, no fever but, the worst I've ever seen her, missed 2 weeks of school. Well we waited outside for hours, freezing, windy, didn't want to keep running my car heater. I asked what's going on, said your next, went back an hour later again said your next, was there from 420 till 815, told them she's miserable so I'm taking her home. I understand if she was contagious but, she's 10, still a kid feeling the worst she has ever felt, I have never seen a child so sick before, it scared me but, I know lots of viruses going around. I just kept thinking all these people being checked in what, none has flu like symptoms, what everyone has sprangs or something. I also couldn't get in to see her Dr as the nurse hotline said she needs to go to the hospital and wouldn't book me. I'm surprised no one even contacted me as she is a minor who is sick and we left, that was 3 days ago, and still sick, better than what she was then but, still feels horrible. Horrible experience and I do understand understaffed and overwhelmed but, still that shows me they don't care and are working for a paycheck, I guess they can no longer do both. The security and check in person at the door were kind and felt bad as he realized I have been waiting longer than anyone, I saw several shift changes, people checking in and several later checking out. Just a bad experience!!
I don't know what happen but for the last few months Kaiser have given me the worsts customer service. My appointments for my children for the lasts two months have been cancelled by them without an explanation. My 8 months old who is due for her shots and my 3 kids who is needing physical for school. I have waited one month a half for every appointment I am schedule too. I have taken off work for their appointments. It has become very inconvenience. After all the cancellation they have done, all they can tell me is there is no appointments available no time soon.
The mental health care that is provided by Kaiser's Behavior Mental Health Service is subpar and based on what plan you have. I've spoken to server Kaiser Behavior Health staff representatives and they all lack professionalism and respect. I've been laughed at, told I would not be given any policies or clinical criteria and rushed off the phone. It appears that the Quality of Care relies on what Federal Plan or Medical Plan you have and if you have my federal plan you are treated poorly when it comes to requesting mental health services.
Please excuse if I made any typos.
My mother is 100 years old, healthy and weighs 90pounds. Very healthy lady. We thought she might have pneumonia so we called Kieser Permanente Urgent Care and they suggest having a ambulance transport her. The ambulance picked her up and instead of taking her to either of the either of the two new hospitals 8 minutes from her house, they drove her to a Kieser Emergency Room an hour away. My mother has never peed or pooped in her pants in, ever.. They picked her up from her home at around 1pm. She had eaten breakfast at 10am. A doctor called me at around 6pm and told me that my mom's lungs looked excellent with no pneumonia and that they would arrange to have the ambulance bring her home. At around 8pm I called and they said that no one had ordered for her to be transported yet. They said they now needed to wait until the next shift manager arrives at 9pm to arrange for the transpot. I asked them to call me when transport picked her up. At around 9:30 I called and I was told the shift manager was not there yet. At around 10:15pm I called again and the shift manager was still not there. I asked to speak to the nurse that was place in charge of my mpom. As I asked the nurse about when my was going to be transported, she replied she did not know anything about any transport, but she had just got done cleaning my mom after she had peed and pooped in her pants. I asked her, "didn't anybody help her to the bathroom to go to the bathroom". She said, there is a bed pan next to her and she pooped and peed in her pants. I know they had not be watching her or taking correct care of her. I asked the nurse, what has see eaten today at the hospital. The nurse stops for a seconds and then says, we have not feed her anything. I was shocked that they had not feed her, since it was now 12 hours sinse she had last had food. The nurse said that she would ask if it was possible to get her some food. At 11:20pm the case manager calls me and said that he just arrived and was going to order for a medical transport to bring her home. 1 hour drive from her house. I asked the case manager if they had feed her and his reply is that he had knowledge of that, but that he was ordering for the medical transpot. It is now midnight and I am writing what happened and my 100 year old mom was stuck like a caged animal at Kieser for 4 hours without being transported out of there, witrhout any food now for 14 hours. By the time she arrives home it will be around 1AM and she peed , pooped in her pants from no one to help her to the bathroom and no food for over 12 hours and possibly 15hours. We have been with Kieser for 60 years now and we have never seen anything this horific before. Kieser is no longer a quality medical service provider. They have gone way down hill. I hope my mom makes it home alive in Kiesers hands.
Appointment scheduling is abysmal. I've made an appointment for 9/22 about 2 months ago.. (first available) today 9/20 it was cancelled and I have to reschedule (doctor is sick) I get it. I call to reschedule and first available is the week of Thanksgiving. That is utterly ridiculous. I'm not going to just go to a random doctor. I chose my PCP because I liked her. I want to see MY Dr. of choice but now it's going to be going on 4+ months for a routine appointment! Kaiser-Permanente has gotten absolutely abysmal in their performance.
My husband was admitted and stayed over night at Kaiser Southwood ACC. Paramedic LaToya/ LaTonya was so kind and patient. You can tell she enjoys helping patients. I was surprised that she remembered me from a year ago when my son was admitted for a car accident. She made our visit a pleasant one due to her nurturing spirit. Kudos to her!! :)
Was very impressed with two employees at the Southwood check in line. Alexis and Alicia acted very kind and professional while dealing with the rudest woman I have ever seen. I wish I could of videotaped the encounter just so KP knows how awesome they handled themselves. Great job ladies
I wrote a complaint about a front desk employee at Glisan Dental that was not very nice but how I truly feel about this individuals work ethic. I want to say ..... The rest of the Glisan Dental staff have been nothing but nice, helpful, hard working and there to serve the patients. I am very impressed with all of them and the smooth running of the clinic!
Jenny at customer service was able to answer questions we had about the Pfizer booster AND she was quickly able to schedule appointments so that our family can get our booster and flu shot at the same day and time. Jenny you are amazing. Thank you so very much! From the Cloakey family
I would like to submit a positive report for PT Michelle Soria at Kaiser Hospital Ontario,CA.She became my therapist in January 2021.She was compassionate and understanding,making me aware that my recovery would be a slow,painful one.After 8 mos of weekly therapy,she informed me that my condition had plateaued.She recommended a cortisone shot which I proceeded to get.I recommend Michelle as a PT for anyone.She is gentle.She is a good listener and is sensitive to the amount of pressure necessary to bring results.
My husband and I ended up in urgent care on the 4th of July. He had an accident at the beach and broke his ankle. From the moment we got to urgent care and until we left, the nurses and doctor they saw us were so kind and patient. Often engaging with us because of the long wait. Nurse Erin and nurse Janelle took time out of their busy schedule to talk with us and help make the time pass now pleasantly. They were just wonderful, making us laugh and taking care of us. The doctor who saw my husband was so sweet and took the time to explain to is my husband injury and what would come next.
We were waiting for a doctor who was in surgery to put a splint on my husband's ankle- it had been over an hour.. rather than making us wait hours more- when Nurse Erin and Nurse Janelle found out we needed a splint for my hands ankle- they immediately came and made the splint for my husband. They were incredible and selfless and it was at the end of their shift, so we know how exhausted they must have been. Thank you both so much and thank you to the overfill doctor on staff who saw us that night. You are our hero's and everything you've been through this past year with covid- We honor and salute you and all your hard hard work! Thank you again for taking such good care of us
Today, I was at Centerpoint for eye exam. I got there really early. However, while I was waiting, I saw an elderly gentleman obviously confused. He tried to use his phone but was loud and didn't make sense. I really felt for him...
BUT some women, I don't know her department, sat beside him and asked him some questions. He was confused and said he was waiting for a bus...he'd been there awhile. She asked him if she could take him home. She came back with her phone and asked for his address and then told him to follow her. I geared up and absolutely felt like I saw an angel. She encompassed ALL how we should live.
I will never forget her......
I would to extend major praise to Jessica Holloway on her excellent customer service skills today. She went over and beyond the call of duty in helping me resolve an eight month old issue. She was sensitive to my condition and needs. She spoke with all necessary parties and guided me through the process from beginning to end. She is an awesome example of how a customer service employee should represent Kaiser. Thank you Jessica for your patience, time and efforts today. Great Job!!!!!
To whom this may Concern;
My husband had emergency Surgery on Jan.15,2014 at the Kaiser Hospital in Fresno ,Ca. And due to our Physician,finding that my husband needed his appendix out,and surgery, right way. Well thank God he knew it had to be done, because after that he recovery well. But what i would like to say was the staff that took care of him that day in the hospital was very, very, good. They took care of him so well. I have to Thank the girls on the staff which was on the fourth floor in room #415 East,which was Beth H. & Eva H.. And the assistance of Coretti for helping me find the names to these young Ladies, that assist my Husband. Thank you for everything. I'm very Happy with Kaiser Hospital And services.
Thank you,
Maria l.Rosas
I am not a client of Kaiser Permanente but I had a wonderful experience at a Kaiser clinic last week. I went with my sister to her appointment to find out if she has cancer. The procedure was painful and the results of the test were not in our favor. To get to the clinic that morning, I drove my husband's 31-year-old BMW (in order to leave the newer, safer car home with my husband and sons). When we left the appointment, the ancient car wouldn't start! I noticed a security guard (I think his name was Jeffrey) across the lot and asked him for help. He immediately came to help, bringing along his jumper cables. He helped me figure out how to open the hood (tricky!) and then noticed the clamps weren't tightened on the battery. He tightened the clamps and the car started right up without having to use the jumper cables. Jeffrey made a chaotic morning go a little more smoothly and I thank him for that!
Just spoke to Loise in claims. She was very helpful, and polite. I did not have all the information needed to check on authorization of a claim, instead if having me call and call her back, she opted to call for me and get the information. Wow. That is what I call going the extra mile. The kind of service I am used to in Jamaica where i come from.
Michelle
Billiing Coord.
Bethesda Physical Therapy.
Thank you Kaiser, and especially the nurses that helped me through my recent surgery. One nurse in particular, Xia Chan, at the Irvine Hospital went above and beyond for me and made a trying experience for me much more livable. She went out of her way to find a breakfast, or two, and much more. Thank you Xia.
Lee Terry
Huntington Beach
For the past year my mother has been seeing her cartiologest Dr. Keenen Lee. Dr. Lee was great with her and the family, spending as much time as needed during visits to let us know what was going with her. He would make last minute appointments for her to come in if she needed.He would e-mail us with her test results and get back to us with any questions we had. He was very nice and caring to us when we lost mom last month. Before mom past away on the 4th floor of Kaiser Santa Clara, after his day was over he came by a couple of times to see us before he went home. Also the 4th floor Dr. Hyojik Lee was also fantastic. He took care of mom to and supported us like we were long time friends. I thank both Dr. Lees for their help and caring nature, and would highly recommend them both
I would not be alive today if it were not for Doctors and staff at the Kaiser Hospital in Fresno. I needed a liver transplant 2 years ago and Kaiser stepped up and arranged to have UCSF Medical center do it. They went above and beyond what I expected and took care everything that was needed to be done. signed Lloyd Pulliam, a very satisfied Kaiser member.
It's really too bad to hear about all the bad experiences everyone is having. As a Kaiser patient myself for the last 20 years, the care I have received has been excellent. The major key is to find a doctor that is concerned about your health. I have had many issues over the last 5 years and they have never spared any expense in doing tests and referring me to specialist. If you are not happy with your care...change your primary doctor.
We have had KP for 20 years in Oregon
The care has always been great and the doctors have been good .
If a doctor retired and we chose another and did not have a good re pore with that one you may always choose another .
The fact that you do not have to wait for the approval of an insurance company to get a CAT scan nor an MRI is superior .
I have heard that CA is not as good .
Excellent customer Service during my Oct. 4, 2011 Surgery with Doctoe Sean T. Johnson MD and surgery team, as well as recovery nurse. Paul Miller [email protected].
Friday April 8th I went to the Kaiser Rockwood facility due to a dog bite. It was just late enough that they weren't taking on any more patients for the day. That is why I decided to write this note; to say that the receptionest and especially the nurse who attended to me went out of there way to try and squeeze me in so I wouldn't have to drive clear out to Kaiser on Interstate. I did end up going to the branch on Interstate however I wanted to convey that their kindness and efforts were and are very much appreciated. I don't recall their names but the receptionest was at the window to the far left; the nurse had long hair and her name started with a J. If you know who they are from my brief discription I hope you recognize and value them as true assets to Kaiser Permanente. Sincerely, Otto Myers
I had an aapendix surgery recently. This was the most professional experience with a hospital/Doctor yet in my 42 years. From the gebtleman that checked me in at the emergency room to the Lady that wheeled me out to my car when I was discharged the following day. I have friends that have had this surgery, with a bad experience. I can not say nothing bad about the Employees at the Moreno Valley, Ca vacility. Kaiser has had a bad following from years ago. I would want no other healthcare provider. Hope they keep up the personnal touch, making a patient as comfortable as possible.
Scott Burrell
I am a retired employee of kaiser Permanente .I want to express my words to those that want to come work for Kaiser It is truly a wonderful place because of the members we get to interact with , not with the company itself Sure we have great benefits however Kaiser management has so many......................changes and difficulties with employees who are not loyal and take advantage of the union rights, so that their co workers end up suffering . While mgmt has so many meetings and differences . I miss the members however not some of their employees including physicians.THANK YOU FOR HAVING A SITE LIKE THIS.
KP employee being overworked and abused by violent manager who violates KP policies and Union contract. The HR and Administration at KP Panorama City are insane and evil, they hate their workers and allow Jacho violations to injure workers. They allow overwork some employees and give no work to others, the end result leads to errors that hurt the members.
We are proud to recognize the companies providing the best customer service each year within their industry.
Locate the Kaiser Permanente corporate office headquarters phone number, address and more at CorporateOfficeOwl.com.
Find Kaiser Permanente hours of operation for locations near you!. You can also find Kaiser Permanente location phone numbers, driving directions and maps.
Get immediate support for your Kaiser Permanente questions from HelpOwl.com.
View thousands of Kaiser Permanente user reviews and customer ratings available at ReviewOwl.com.
