I have been in Kaiser almost my whole life and my parents were original members with the union over 80 years ago. I have never had any complaints about my medical care, ever, through cancer, childbirth, Covid and I have always defended Kaiser when people made off the wall remarks about managed care. Now, at 68, I need Medicare and I can say without a shadow of a doubt that they could care less about me and have put my husband and myself through living hell to get on their offered Medicare/Advantage Plan 2 where premiums are reimbursed. It is mid September and we were eligible July 1st. We called them, over and over, spoke to almost everyone in Member Services, filed two grievances and here I am today getting the incorrect information on their 800 line just an hour ago. They evidently do not train their customer service reps properly or the reps plain just don't care. I wrote a letter to their corporate office and all I asked was to simply be enrolled in this plan that I qualify for, have provided all the necessary forms for, and they enrolled my husband but still have not corrected their problem with me. If you do enroll, call every single day to make sure they got the paper work. Make sure it is the correct paper work and call back twice to speak to someone else because you can be sure the first person you talked to had no idea what they were saying except to hurry and get you off the phone. Shame on you Kaiser. My parents would be so disappointed that you treated your faithful member the way you have.
Aug 2022
I had the best experience ever with KP today. I called the appointment and advice line intending to get a message to my doctor. The person on the other end of the phone was amazing. The empathy she showed - not just a business call or a call center - made me feel like I was calling our family doctor's office and being well taken care of. Almost like she knew me and looks forward to my next check-up. As if she literally worked for MY doctor and wanted to be certain I was taken care of. Calming, soothing words and voice. She hit me with the, "hold on, let me work this out for you. I think I can handle this for you NOW." ** insert water works for someone taking care of ME when I am sick ** Say what you want about the size of KP -- the lady I talked to today made me feel at home.
Jul 2020
Got an appointment with Kaiser Drive Thru to check on a medical issue.this is what happened:-when making appointment, i asked if the location is where the farmers market was and is it visible? was told yes to both-got a text reminder giving address to the 3rd floor(not outside kaiser)-went to 3rd floor, was told drive thru was on the west side. i asked if the drive thrus was visible.was told yes. -went to west side. didn't see any drive thru, drove to other side, nothing.went to west again where there was a desk with a sign "check-in".asked them where drive thru was. they told me in the parking spaces to the left of where i was parked. (no drive thru, just repurposed spaces)*was told by doctor drive thru was on the q.t. since they didn't want to draw any attention. -was then told i should go get my shots and lab test. (they should have told me earlier before i came, needs appointments).notes:-as usual, nice people at kaiser, but most of them don't know what's going on. everyone only knows their own role, nothing else.....
BBB: A+
I have been in Kaiser almost my whole life and my parents were original members with the union over 80 years ago. I have never had any complaints about my medical care, ever, through cancer, childbirth, Covid and I have always defended Kaiser when people made off the wall remarks about managed care. Now, at 68, I need Medicare and I can say without a shadow of a doubt that they could care less about me and have put my husband and myself through living hell to get on their offered Medicare/Advantage Plan 2 where premiums are reimbursed. It is mid September and we were eligible July 1st. We called them, over and over, spoke to almost everyone in Member Services, filed two grievances and here I am today getting the incorrect information on their 800 line just an hour ago. They evidently do not train their customer service reps properly or the reps plain just don't care. I wrote a letter to their corporate office and all I asked was to simply be enrolled in this plan that I qualify for, have provided all the necessary forms for, and they enrolled my husband but still have not corrected their problem with me. If you do enroll, call every single day to make sure they got the paper work. Make sure it is the correct paper work and call back twice to speak to someone else because you can be sure the first person you talked to had no idea what they were saying except to hurry and get you off the phone. Shame on you Kaiser. My parents would be so disappointed that you treated your faithful member the way you have.
I had the best experience ever with KP today. I called the appointment and advice line intending to get a message to my doctor. The person on the other end of the phone was amazing. The empathy she showed - not just a business call or a call center - made me feel like I was calling our family doctor's office and being well taken care of. Almost like she knew me and looks forward to my next check-up. As if she literally worked for MY doctor and wanted to be certain I was taken care of. Calming, soothing words and voice. She hit me with the, "hold on, let me work this out for you. I think I can handle this for you NOW." ** insert water works for someone taking care of ME when I am sick ** Say what you want about the size of KP -- the lady I talked to today made me feel at home.
Got an appointment with Kaiser Drive Thru to check on a medical issue.this is what happened:-when making appointment, i asked if the location is where the farmers market was and is it visible? was told yes to both-got a text reminder giving address to the 3rd floor(not outside kaiser)-went to 3rd floor, was told drive thru was on the west side. i asked if the drive thrus was visible.was told yes. -went to west side. didn't see any drive thru, drove to other side, nothing.went to west again where there was a desk with a sign "check-in".asked them where drive thru was. they told me in the parking spaces to the left of where i was parked. (no drive thru, just repurposed spaces)*was told by doctor drive thru was on the q.t. since they didn't want to draw any attention. -was then told i should go get my shots and lab test. (they should have told me earlier before i came, needs appointments).notes:-as usual, nice people at kaiser, but most of them don't know what's going on. everyone only knows their own role, nothing else.....