FALLS CHURCH, VIRGINIA -- I really wonder how inhuman can someone be? Doctors treat their patients like we are a bunch of animals, nurses treat everyone like we have no right to ask any questions!!! How can we stop this???!!! Who should we need to talk and complaint?! I really don't know where to begin with all the mistreat my husband and I personally received from Kaiser, but I'm pretty sure what I'm going to say is not new to all the people that have Kaiser Permanente as a health insurance specially Falls Church Center.
Well, let's start on the calls... whenever I call to make an appointment or just to leave a message to my doctor it takes forever to get to someone that will redirect me and tell me that "in case we get disconnected can I have your number" so like always after 15 min the call is lost, after calling back and have to go through the same standard questions I did before, I finally get to the nurse who gets my number again and puts me on hold to wait for a nurse again... and again the call is lost, one could think that hey I gave her my number twice maybe this time I should just wait for their call...
But after two days I finally got the call (this happened 2 times that I waited to see how long it will take them to call me back). OK well I finally got the appt, got there 15 minutes early, btw I was having severe pain on my lower right side abdomen and began spotting since I was 6 weeks pregnant (3rd time trying) I was really scared that I was having a miscarriage, so once I was there I had to be on the waiting area for 1 hour so exactly 45 minutes from my time of appointment. When the nurse finally called my name I thought "thank goodness! its my turn" but she left us in the room waiting for the nurse for another 50 minutes.
When she came in told me to get ready for the Dr and she left as soon as she finished pronouncing the last word... Well I was ready for the Dr, I was having really bad pain by now, after 40 min my husband went to the front desk and told them I was in pain, but the nurses told him that I should've have gone to the ER and that besides the Dr is in his way... They didn't even came to see how I was doing, one came after probably 15 min my husband told them, looked at me and told me the Dr is in his way...
I told her I was in pain and if I should go downstairs to the ER but she said "the Dr is coming just wait" I couldn't believe it!!! No one was doing anything!!! They were laughing outside telling jokes at the front desk... So the Dr showed up after 20 min, but it was a nurse not a Dr like we thought. As soon as she got to the room she said hi and spread my legs apart and told me that she was going to take a sample from the cervix for some test and she was about to use the wrong size of instrument!!!! And it hurt!! Besides she didn't even give us time to say something... so I told her that that wasn't the right size and she told me "but you have kids already, why are you complaining!"
What!!!??? I don't have kids, this is my first one. I was so frustrated and upset... Well she finally changed instruments and got the sample and told us the Dr will see us soon... At this time I was crying, hurting and upset, my husband was trying to keep me calm while he was asking her what are the tests for, why no one told us that, I was coming for pain not to check for Chlamydia besides we were tested before we decided to get pregnant both my husband and me... But she didn't pay attention to what he or I were saying...
Told me to get dressed go downstairs to the laboratory, get some blood test done and wait 1 hour for my results... But we told her that I needed to see the Dr for the pain... And she said "once you have your results come back here in 1 hr." So we went to the lab waited for another 15 min I had the blood and urine test done went outside to the waiting room waited 1 hr went upstairs again... Waited another 30 min for a nurse to call my name, took us inside waited 15 min for the nurse who saw me before and she said "OK so why do you want to see the Dr?" I couldn't believe it!!
My husband told her what were my symptoms because I was so frustrated and upset I was crying easily... She said "OK go to Inova Fairfax Hospital to the ER if you are in that much pain" so my husband hold my hand for support and I walked out the room but before, he asked her what was the result on the tests and she said "Oh yeah everything is good"... I left Kaiser regretting ever ever getting into their health insurance... I was so mortified. It took us 4 hours and 50 min to find practically nothing. I don't think even our pets are treated this way!!! I don't want to say that they treated us like that because we are Hispanic but that definitely came to my mind...
I'm very sure we are not the only ones that came across to this kind of people, but if my words can help someone, and/or prevent someone to get into Kaiser especially when they are planning for a baby, please take in consideration what I'm writing. "Don't get Kaiser" you will regret it. Just to let you all know my baby is fine. I'm now 7 wks but not thanks to Kaiser nor the staff.
It's Funny over the last few years I have found myself using reviews more and more to help me make decisions on everything from purchases to places to eat and not once did it ever occur to me to complete a review myself. So bare with me people, this is my first one. So it's 3 days before the end of open season I am going through the grueling process of looking for a new health insurance provider which I have done for the second time now and I am frustrated and annoyed because I don't want to switch insurance companies......
I have been with Kaiser Permanente for almost 15 years I have three great child and they have grown up with KP. I know that you hear so many bad news stories but this is a good news story and I just wanted to share. Just like any organization or business you frequent all it take are a few bad apples to spoil it for the bunch and I have see 1 or two bad apples at KP but in comparison to the many great apples that I have seen at KP there are no comparisons.
My youngest who I will call my Miracle baby was born with more than a few medical problems but under the watch of KP practitioners who would not give up on him, 9 years later you would never know that he had such a rocky 1st year and they have been there ever since.
I took ill myself and the care and concern that I received from the KP doctors and staff has been amazing. Okay so like I said there are a few bad apples..... so my illness causes me to have frequent broken bones and on this particular evening I had broken my foot for the 3rd or 4th time and I was in the waiting room waiting to be seen. I was in pain my foot was swollen and obviously broken to the naked eye. I had only been sitting there for about 1hr. )-:
So in walks my doctor on the same evening who just happened to be sick himself and wanted to be seen for a very bad cough. He proceeds to walk over looks at my foot and ask how long had I been waiting and immediately has me in a wheelchair and whisked off to get my foot reset... good apple. Okay..... Okay.... I know so if KP is soooo great why am I leaving? I know that's my dilemma for the last two years I have been commuting to work and now the closes KP is 10 hrs away and my health is still an issue and I have been missing a few appointments. (not good!)
So it is with regret that I have to give KP up. I pray that I find an Insurance provider that have nurses that will stay on the phone with me until my questions get answers, that have doctors that call me back when I have a concerns. Receptionist that realize that I'm not just another body in there waiting room but that I am a person and finally an insurance company that gives me the care and services I pay for without sending me through a bunch of hoops.
That was just my experience with KP and for those of you who have not had good experience with them I hope you have better luck with them in the future. FYI I have visited their office in MD, CA, GA, DC,& VA .
SAN JOSE, CALIFORNIA -- I grew up in Sacramento, California, and we had Kaiser insurance my whole life. Back in those days, I remember waiting for literally hours to see my doctor... It was pretty bad, but it was also because their system was so completely overloaded... They had too many people for the hospital and clinics they had. Now I'm all grown up, and although I work in San Jose, I live 60 miles away. My choices for insurance were Kaiser or a PPO that I would have to come into San Jose to see a doctor. I chose Kaiser because they have hospitals and clinics pretty close to my home.
In the 19 years that I have had Kaiser on my own, I have no real complaints. I have never had to wait long enough to finish a magazine article when I go see my doctor or a specialist. The longest I have ever waited was for a blood draw, but the lab waiting room was packed! When I saw how many people were in front of me, I thought I'd be there all day, but it turned out to be about 45 minutes.
My wife is an OB/GYN Nurse Practitioner, and she knows a lot about Kaiser. (She has never worked for them, but she does know quite a few nurses and doctors who do.) She says that she likes Kaiser because it's so convenient and easy to get what you want from them. It does take a little effort on your part to work their system, but the Advice Nurse that you call into for questions or treatment has the ability to get you in to almost any specialist very quickly.
A tip when talking to the Advice Nurse, you don't want to be macho and downplay your problem. Their questions are directed at you to screen whether you need immediate treatment or just a routine doctor visit with your PCP. (Primary Care Physician) If you want to be seen today, there are frequently "code words" that if they hear them, they will schedule you for an almost immediate appointment... (It helps for me when my wife tells me to call the advice nurse, and be sure and say "Blah, blah, blah" But even if you don't know these code words, you can usually guess what kind of thing would trigger them to get you in right away... Say those things!)
I have had a few health issues over the years, and I can say that I am extremely happy to have had Kaiser. I got into a motorcycle accident five years ago, and I was in hospitals for about two months. The first 5 days I was in San Jose Trauma, and the bill from them was over $100,000. And they didn't do all that much besides dope me up and stabilize me... I had to have two hand surgeries, and over a month of rehab in the Vallejo rehab hospital. If I had the PPO insurance, that accident would've left me broke.
They just built a brand new hospital right at our little town's border, and it's really great. I have been to their emergency room twice, and the service has been excellent and very quick. If I was ever considering another job, one of my questions would be if Kaiser insurance was available. If not, I probably wouldn't go. :)
If I were well enough I'd leave, maybe go to a country where they care MORE for the patient than the DOLLARS they save. Kaiser is awful... Period. I have a disease called Dystonia. Kaiser knows I've went from a ladies petite size 14-16 TO a size O in like 7 months. No appetite, that fluid BURNS too INSIDE. Kaiser knows I'm dying too. They call ME once a week, EVERY week, just to check in. Why? I'm not sure. They can't help AND won't, but they'll plague you by phone for NO reason.
**, my case "pacifier", blamed everything on the docs. Does Kaiser MAKE their employees STOOP that LOW ? With-Hold CARE and TELL you WHY you cannot GET any help...know why??? Well.. there never was HELP, only EXCUSES, bottom line IS money, money, money. The doc in Denver did an ILLEGAL "Huntingtons Chorea" test WITHOUT my signature too!!!! ** said it was OK. Sign AFTER the test, yea right. They, being Kaiser, bugged me so much about signing the paper AFTER that test.
Their nit wit in Denver called himself and said neg. on that. ** on behalf of Kaiser ASSURED me there'd NEVER be the Mayo Clinic. NOT one of their "flunky" doctors could EVER do the Mayo referral? I now consider those calls "Harassment". BECAUSE months go by and no one gets IT at Kaiser OR they really DO NOT CARE. The Mayo Clinic was brought up by 3 or more Dr's BUT not a one filled out the Correct FORMS, and Kaiser is SO HAPPY.
I look like a walking skeleton! I mean, come on, this IS heartless. My belly button leaks clear fluid that gives me second degree burns! THAT surgeon that DID this doesn't care. He laughed! YOU Kaiser should have fired the doc.
Kaiser assigned a "Case Mgr." for me. That was infuriating. All she did was run me and my husband around in circles and spout LIES. Doctors won't and don't treat you IF you have Kaiser. I'd bet they get 'kick-backs' for NOT taking tests and lab work. They are blatantly letting me die. The case mgr. TOLD me the Mayo would NEVER occur.
** here in Co. Spgs. would tell me numerous times that SHE was faxing OR mailing TESTs & the RESULTS to various doctors. THAT never ever occurred. She DOESN'T have access! IF Kaiser sends you out of town to another city, then that is called "Out-of-Network." Meaning "out-of city", or out of FRANCHISE area. Kaiser IS franchised OUT.
So, the owner of Kaiser Permanente saved a lot of dollars not footing the bill for the Mayo. It means my life so I hope the OWNER here in the Springs in Colorado IS VERY HAPPY. Your little FRANCHISE in the RED or what?
My life is nearly gone. I didn't know if I'd have the strength to type 1/10 of this tale nor if this makes sense to the reader. I hope I got my message through.
Four kinds of Dystonia, three of which are brand new plus an open navel that LEAKS from a surgery done around 10 yrs. ago. The surgeon hates me because I didn't sue my M.D. 'Kaiser Permanente', you ARE THE joke of the health care industry. 'Kaiser is Franchised too. Thanks guys, I DO like this site.
DUBLIN, CALIFORNIA -- I am not sure where to begin with. I was first time pregnant last year Oct and I had worst experience of my life with Kaiser. In 3rd week of pregnancy I started bleeding just like my periods. I got worried and called Kaiser, they have such a long process every time you call them. First of all they will tell about flu shots, no matter if you have anything else which is more urgent, then routine questions "What was your LMP, are you having cramps, bleeding blah blah blah." Then your call will be transferred to a nurse and she will repeat those same questions again. I had such a hard time in getting appointment with a doctor.
I was continuously bleeding in whole 3rd week and never got a doctor's appointment. They only ordered beta hcg test, which were coming out fine (I think). My bleeding stopped in 4th week, and from our friends we found that we have to call them at 6:00 in morning to get appointment. I finally got appointment with a doc, but she didn't do any ultrasound. And her attitude was like "why did you guys want to see doc, it's too early in pregnancy." Well I again started bleeding in 5th week, this time I was passing large blood clots but again no appointment.
Me and my husband had no other option but to keep calling their customer service and talk to nurses. And one morning I had severe pain in chest, called 911 as per their nurse advice (god bless her). Well it was same doc there who saw me in my 4th week, and she had same attitude as if nothing has happened and nurse advice was probably incorrect to send us like this to ER. I was sent to radiology lab and after that doc was explaining me about D&C and told if I have Ectopic then it will need to be treated using medicines. I don't how long I was on OT but when I came out, they had to remove my right fallopian tube.
It doesn't end here, doc came and showed me photos of my damaged tube and told me I can still have 3 babies with other fallopian tube. Then she got paged and had to go, she gave permission to release me at that very moment. I was hardly able to move, and nurse was getting impatient about my leaving their hospital bed. Somehow I gained effort to move and came back with my husband.
Next day I started having sharp pain in my abdomen. Again after struggling and praying to different nurses I got to talk with a doctor and she said "you are having pain because of some gas, and that might be because of pain killer subscribed to me." She also mentioned that it I should have been told this by my surgeon. Huh? Next day my legs got double in size because of swelling, well this time nurse was able to tell that this is because of IV given to me and it gets collected in feet. After all this I just wished that least that doc could have done is tell us what I am going to experience, so that we don't get panicked.
I wonder if that's how they treat all complicated cases. Just don't listen to patient earlier and when situation gets worse than remove the part. So convenient, as it is very difficult for a layman to argue against a doctor's decision.
Well, it's definitely not easy to write all this. It's like going through that pain again, but I wanted to share this with all you people out there.
I was lucky to get rid of Kaiser quickly enough because I can change my insurance company in beginning of new year. If Kaiser would have paid more attention to my bleeding in beginning I would not have lost my fallopian tube and it could have been treated by medicines. We thought about filing case against them, but can't live that pain again.
SAN JOSE, CALIFORNIA -- Kaiser mishandled my father's last week of life and the process leading up to this. They violated their pain management care claim as stated in their handbook which is basically false advertising and misrepresentation of what actually goes on once inside chaotic Kaiser care. My father suffered a very painful death all because of their lack of urgency, lack of prescribing the correct pain medication and many other incidences that were not monitored by my father's oncologist and medical team. Once on hospice the hospice nurses were negligent in effectively monitoring my father's pain and he basically was bleeding to death from his rectum.
At one point I called "**" on Santa Teresa hospital's supervisor line. ** said that he could not get a hospice nurse out to see my father for another 3 hours. This is while my father lay there bleeding profusely in pain. It took a call to my father's attorney and a threat to sue for Kaiser to get a hospice nurse to my father sooner and to get him situated and prepared to die with dignity. Should people have to do this to get healthcare staff to do their jobs?
Next, my brother also was recently diagnosed with colon cancer and wanted specific information about his upcoming surgery. Kaiser states this and on Dr. **'s (his former surgeon's) website he clearly states how he likes to ease the comfort of his patients as surgery can be a daunting experience. Dr. ** had misread my brother's chart on more than one occasion, and later with specifics about the surgery. This was a concern so more questions were asked of this Dr. to ease my brother's mind about the procedure. After a few hours Dr. ** called my brother stating it be best that he have another surgeon perform this procedure.
What kind of doctor doesn't have the integrity to finish what he started? What a loser to just walk away at the last minute when he is just being asked to do his job and ease the patient's mind for an upcoming procedure. Providing more information is too much sweat off of **'s brow? ** is clearly Wrong just as my father's oncologist Dr. ** was wrong. Fascinating how the names connect so well with these experiences. It's easy to make jokes of the care or lack of, at Kaiser. They must take the rejects from more reputable healthcare groups.
I don't have Kaiser and I will not lower myself to a place which operates below standard. I am fortunate I have a choice. I will surely stand up for family and friends who have Kaiser. They are easy to outsmart and not very bright, and quite irresponsible to just name a few.... and these are their good qualities.
STOCKTON, CALIFORNIA -- My foot doctor, dr ** told me I needed foot surgery. I have arthritis on the foot. I did have the surgery. The corner bone did not fuse. I saw another kaiser foot specialist. He said I should have never had had foot surgery because the bone never fuses on the corner. I asked him why dr ** did that surgery, he said he did not know. I believe they experiment with people's bodies. I still have pain on the foot. Kaiser has the worst doctors ever.
I called Kaiser Permanente Membership Services regarding a contract change which was extremely time-sensitive. Translation: I had only a day or two to ensure some contract changes that would save me some money on my sky-high monthly independent-contractor health care dues. One more translation: I am a little old nanny, and what I pay in monthly fees could feed a small nation. Okay - more like a village.
I called the # offered. After a 22-minute wait (love that Muzak!) the bored Kaiser-person said I needed to call another #. Long story short but not so sweet, I was on the phone for most of an afternoon, being transferred from here to there to some planet far, far away, and nothing was resolved.
I decided to take an (unpaid) morning off of work to venture a trip to the Kaiser headquarters in Rockville, Maryland. When I arrived, it became clear where all that money hundreds of thousands of us send monthly is going. The place is castle-like in size and appearance; fortress-like in security. A security guard informed me that I was not allowed to go up the winding staircase to the membership offices to request help. Would he deliver a letter to them? No, not allowed. It seems he was not authorized to leave his post.
"Did I come to the CIA instead of Kaiser?" I asked. No reply. Not authorized to joke, I guess. I was told to wait, and a Kaiser representative would be down to talk to me. I waited. And waited. It was better than being on the phone, because I got a break from that damn music.
The upshot: I left. I had reached my humiliation quota for the day. On my ride home, all I could think of was all the money I have sent them throughout the years. And how a good customer like myself is treated. And deep regret that because our health care system is so unfair, an honest working person should be subjected to this kind of treatment. And deep compassion for all the other Kaiser Permanente customers who share my frustration and disillusionment.
UNION CITY, CALIFORNIA -- I own a business and recently switched to Kaiser for me and my employees' medical insurance. These are a few of the things that happened in the first one month that had me regret my decision to move to Kaiser:
Kaiser did not send any information about how to access account to the members. I, the group admin, had to send multiple emails to get the membership id information. However, when it came to billing, the first month premium was immediately charged to my account. The members were not able to avail any healthcare services for one month because they did not have any clue about how to take an appointment with the doctors.
There is no way to contact them outside business hours, not even to make payments! There is just one phone number for customer support and that too has very restrictive hours which makes it hard for someone with a full-time job.
I did not get any information about how to set up account for online access. Neither did I get information about how and where to send payments.
The notification of the first bill came on two days after the bill was due! How is anyone supposed to know that the bill is already due if the notification comes later than the due date?
There is no way to reset password online for group administrators. You can't even check for email responses without logging in! This is too much restriction in the name of security. This is so ironic because when I called an operator reset my password and told me the password over phone! What kind of security is this when you can't reset my password online and a live person can just speak out the password over the phone!
The website is really very difficult to use. The navigation controls are tedious and non-intuitive. It is very slow and does not provide information about how to pay bills. I hope this review helps you make decision on choosing the right medical insurance plan.
MENLO PARK, CALIFORNIA -- I applied for Kaiser's health insurance at the beginning of January 2009 with the intention of starting health coverage at the beginning of March, however now I don't believe that this will happen.
I wasn't very happy when I found out that I needed to fill in a 20 page health questionnaire when I started the application process online, especially since I had never had to do one with Blue Cross, but I pushed through it anyway. I finally got to the Women's health section of the application where they asked when was your last period. Since I am on Depo (birth control shot who's side effect is stopping a woman's period) I answered truthfully with September 2003. Of course this pulled up all kinds of red flag warnings on the site, it then asked me why which of course I answered with "taking Depo".
I didn't hear anything from Kaiser for almost a month and when I went to check my application status online it just said 'processing'. I finally received a phone call from someone at Kaiser (9:00 at night) asking me, once again, when my last period was and what medication/birth control I was on. Finally I received a letter from them, basically implying that they didn't trust me and that I would have to go down to one of their lab facilities and take a pregnancy test, before they would consider my application.
Oh and they apparently only gave me two weeks to complete this from the date that the letter was written (one week and one day from when the letter was actually delivered) or they would figure that I was pregnant and they would throw away me application.
My anguish is over the fact that if they were actually medical professionals then they would know that one of the side effects of taking Depo is that you do not receive your period and that if I had been pregnant since September 2003...I would be DEAD (with a 5 year old inside)! Even after I take this pregnancy test, they can still deny me...a perfectly healthy 25 year old with no prior medical problems...WTF? Just because I am on birth control? If you apply to Kaiser just know that you might be in for a very long, hassled time!