Kaiser Permanente - Oregon/Washington Customer Service Issues

I would like to reach out to Ruth Williams-Brinkley, President of Kaiser Health Plan of Northwest. I have been a Kaiser Permanente member for 26 years. At 84 years old and a US Army Veteran from the Korean Conflict (Non-Combat), I struggled with an undiagnosed illness for 3 years until Kaiser eventually prescribed Morphine. The subsequent detox was incredibly difficult. Severe wheelchair immobility issues have persisted without resolution. Recently, I received letters containing serious allegations without proper details for me to respond. Suspicious individuals took over my kp.org account, making unwelcome phone calls questioning my choice of female doctors. I am unable to secure legal help, and arbitration is a challenge. My spouse and I are distressed by the situation as we have always held Kaiser in high regard. Please investigate the history of pain clinics, cancer treatments, and MGUS in our records. We seek a satisfactory resolution to this ongoing ordeal that seems to involve a struggle within the organization regarding Dr. Karin Jacobsen, who offered us assistance. Thank you, Richard & Penny Raynor.

I'd like to share my positive experience with the exceptional customer service I received while trying to schedule a vaccination for an upcoming overseas trip. I contacted the Seattle Customer Service Care line and spoke with Alene Walters. Despite a 30-minute hold time, she worked diligently to troubleshoot my request and find the best solution. Alene consistently checked in with me to ensure I was comfortable waiting for her to resolve the issue. Not only did she successfully address my request, but she also went above and beyond to find an even better solution. Her troubleshooting skills and dedication to helping customers are truly impressive. Alene is a gem! Best regards, Peter Ceccarelli

I have been a Kaiser member since [redacted]. Recently, when I tried to email my primary care physician, Dr. David Young, I discovered that my computer access was removed by the IT Department, possibly due to an upgrade. After contacting Member Services for the IT Department's number, I called and answered security questions to reset my password. Despite providing correct information, they said I'd receive a temporary password via regular mail which will take 7-10 days. This outdated method seems unnecessary as other companies send this information via email. It's frustrating that I have to wait for a mistake made by your IT Department. They had access to my account details, so sending a temporary password electronically should be an option. Please consider updating this protocol for a more efficient process. Lorin A. Medical Record No. 4[redacted] [redacted] NW 30th Avenue Vancouver, WA [redacted] Email: [redacted] Tel: [redacted]

In early December, my husband, Bruce M. (kp id =[redacted]8), began the process of getting insurance with Kaiser. After talking to several representatives, we decided on the KP OR Gold 0/20 plan. Despite submitting the application through the mail and receiving verbal confirmation of his coverage starting on January 1, [redacted], we faced issues when Bruce tried to sign in as his account indicated he was uninsured. Due to his hearing difficulties, I made multiple calls to Member Services, where three professionals assured us his coverage would begin in January. However, Customer Service later claimed we submitted the application too late. Despite this, we received repeated copies of the "[redacted] Medical Evidence of Coverage" recently. I urge you to resolve this matter promptly and ensure Bruce's coverage is activated without further delay. Corinne and Bruce M. [redacted]

After signing up with Kaiser in Portland, Oregon for an Advantage plan on January 4th, [redacted], I encountered several issues with obtaining necessary medical orders. Despite providing clear instructions to my new primary care physician about needing a pulmonologist for oxygen coverage, no orders appeared in the patient portal. I was unable to print any documents from KP.org, and my attempts to contact department heads or Becky Jones from quality assurance were unsuccessful. My primary care physician did not follow through with making appointments as instructed, and when I saw the pulmonologist, they ordered tests without my consent despite my previous chart indicating coverage. Despite filing multiple grievances and being assigned to Becky Jones, no progress has been made, and I have struggled to receive a bill for copay assistance due to my low income. Access to my medical orders and notes is crucial for managing my chronic conditions, yet the lack of proper care plans has caused significant distress. I have only been offered appointments for hospice or palliative care, despite needing urgent eye care and additional services such as case management. The ongoing issues with Kaiser, including their history of legal troubles, have made it difficult for me to navigate my healthcare needs effectively, putting my well-being at risk.