Kaiser Permanente Customer Service

Kaiser Permanente Positive Reviews

Right knee diagnostic results from an MRIFinally, I have a diagnosis after suffering with pain for over a year and numerous visits and messages to my doctor. He told me I had osteoarthritis. He also told me it was gout and prescribed medication which I didn’t take after researching gout symptoms myself. I didn’t have enough symptoms to warrant the strong meds that were prescribed. A physician taking over for my doctor while he was out of the office, responded to one of my pleas for help by taking me off my statin. After not being on the statin, the miserable aches I experienced mostly in the evening have diminished in my calves. However, I still have periodic aches in my shin. My stiffness in mostly my right leg has crippled my walking ability! I can’t get to the bathroom without holding on to furniture and stumbling at night. My husband has to help me out of the car and I must hold on to him for stability when traveling. I use a cane to help me off and on. I have been desperate for a solution. My doctor tells me I must lose weight! I’ve lived a nightmare with my mobility thinking this is the rest of my life with little help. That’s why I finally begged my doctor I need a diagnosis to know what I’m really dealing with. I have asked for an orthopedic referral before during an office visit and I believe in one of my former messages. I was only referred to xray. I hope this message through my experience helps others that may have my same issues!.Frustrating TreatmentVersion: 5.20.2

User-friendly experienceThe app makes things very easy for me I’m not very tech savvy yet my doctor reads my texts/emails more often than they do voicemails. The provider is able to have direct contact with me and speak to me directly through the emails and phone options are always open but sometimes they may need to get back to me over the weekend or late night and when I wake up or later or that evening they’ve acknowledged the email sometimes just in a few minutes and I like having that direct access to my doctor it makes it easier. There are times that I felt like the clerk(not speaking ill will of anyone) has not delivered the message with the passion that I would’ve spoke to the doctor concerning my issue/problem and it eases the anxiety/worry that I may have knowing that my doctor is using their eyes and can hear me and my concerns versus through a third-party. The medication reminders on the app helps me to keep up with my routine refills as well as new medication list. I’m able to view my test results as soon as they come out versus waiting for a callback and what’s even more convenient is that the test results come with an explanation/understanding of the numbers or the information concerning the test and I’m able to compare notes, test results from last year versus test results from this year for better health management. Thank you Charisse Lee.Charisse LeeVersion: 5.3.1

Needs work on viewing the past visits functionThis app has mostly worked great for me. I like that I can view my test results as soon as they come in without having to wait for someone to call me with them. Also being able to order medication refills to be payed for and sent by mail is a huge time saver. The one suggestion I would make is to improve the reviewing past visits function under my medical record. If you want to view anything earlier then the last 7 or 8 visits you click on the bottom of the screen to load more visits. Let’s say you want to view two consecutive visits from 1 year ago. So once you find the one you want after clicking multiple times to load more visits and you view it then you have to hit the close button. However it then takes you right back to the most recent visit you had and then you have to go through the process all over again of clicking on load more visits till you get to the one you want. Instead of being able to go back to the first one you viewed and then be able to right away click on it you have to click so many more times just to get back to visits you need. There should be a search function by date or even month or year so you don’t have to spend so much time to get to the visit you want nor make it a multi step process to view multiple visits from around the same time. I just spent 10 minutes trying to find one visit from 2016 - it shouldn’t take that long. If this one function were improved I would give it 5 stars..Not an exciting nicknameVersion: 5.12

I Gave Kaiser Permanente 5 StarsWe have been members of Kaiser for over 34 years. Our son is now 40 so the range of specialities we’ve experienced is broad. My husband is 83 and I will be 80 shortly. We’re going to doctors more frequently as is expected for our age. The doctors care. Their teams care. Caring, warm courtesy and a bit of humor combined with knowledge, intelligence and experience is foremost for my husband and me. We have both experienced life saving situations and can speak highly of the care we received, before, during, and after. All of the facilities we have visited are “polished.” Kaiser is ahead of the care curve and in using advanced methods. Over the past two years we’ve been exposed to other KP facilities for speciality imaging equipment. It’s wonderful to walk into these large, light filled, bustling, efficient and super clean centers and feel comfortable. Being able to text your physicians and receive responses within a 24 hour period was a “gift” and has been the normal way of doing business at KP for quite sometime. I am always struck when friends tell me they don’t have that advantage. It’s been a reassuring asset on all occasions. We also appreciate that you have great free easy parking at all centers. It is easy to give KP 5 stars. We thank you for the care you have given and will continue to give our family..ThePorchReviewVersion: 5.20

Kaiser’s Kickin, Keen, and Kaptivating CareI can’t say enough about how much I appreciate Kaiser‘s pharmacy and easy to use app. It’s a total game changer for managing my meds without any hassle. dr. Lee🦼🦼 is an absolute gem. I really love how caring and thorough she is every time I see her. The access to different departments is fantastic, making it simple to get the care. I need all in one place. I do wish that Kaiser would also cover my optical, but for some reason they don’t offer that part of the insurance to me. So I end up just going to Costco and using insurance through my work. that said, the only downside is that appointments take a little longer to snag, probably because there’s a flood of patients that need to be served. It feels like they need more providers to keep up with the demand. I wonder if they can set up a fast track pathway for students to become providers at colleges. I know what you’re gonna say, do you really want somebody who went through a fast track to be your provider? Back in the day, students did not have to go to college for 20 years! When they became doctors, most of them, serve their patients well. It’s just on the job. Training is probably the most beneficial anyway! Kaiser still wonderful overall, but a few hands on deck would make it even better..SanDiego2011Version: 6.8.2

Really convenient app but few bugs need attentionReally appreciate having the app to send/receive Dr emails, test results etc. What I don’t like is often I write an email to a Dr get all the way to the end after attaching photos, hit sent and get an error msg. Happened twice yesterday and other times in the past. Ended up sending another one today and turned out the other two ended up being sent but didn’t show up in my sent folder. Also, I uploaded COVID shot and booster info through the app - both said it was successfully submitted but both times didn’t show up in my records when I’d go in for a face to face Dr appt. Keep seeing that I have an update to my medical record but when I go to to look at it “system isn’t working” for months and months now. Wish there was an option to use “Other” in subj line when emailing Dr’s. So many times I need to write about a new issue to a previous condition I’m treating but there’s no option for that and so many other topics. How about an option for a non-urgent ongoing condition or issue or general info about current health conditions? Also, recently asked to submit specific info and pictures about a new issue stemming from a condition I’ve been treating. Can’t be as specific as requested because of limited character allowance so I end up sending 2 emails, leaving out necessary details or spend too much time trying to shorten email or abbreviate without being cryptic or unclear as to what I’m trying to say. Sometimes I get kicked out before I finish because I take too long trying to condense things. Thank you..H8tecnologyVersion: 5.1.5

Short staffedGood doctors, but not enough of them. No physical therapy appointment available within a month. Only one laryngeal surgeon in all of Northern California. I can only contact my endocrinologist via messaging app. I haven’t seen her in three years. I have issues for which I cannot get answers. She seems to be shuttled back-and-forth between Northern and Southern California . In my doctor’s absence, getting a prescription for a diverticulitis attack was complicated - I could not reach the team - and once I got it, I could not order it sent, because the app shuts down at 4 o’clock in the afternoon. When I suffered a knee injury I could not get an appointment unless I had suffered it in 72 hours, but the appointments available were a month out. I did manage to get one sooner by repeatedly, checking for an open slot, but the messaging app would not permit me to contact the physician I saw .When the pain did not resolve, as she had suggested it would, so I limped my way through Europe. Two years ago when I needed a thyroidectomy, it could not be scheduled in under nine months. Care when available is very good. My physician is excellent. I understand these problems are common to all health services today without a concierge care plan. With the government’s refusal to allow thousands of residency candidates into the country this year, this can only worsen, unless the closing of clinics in the south brings more medical professionals to California. The extremely positive aspect of Kaiser is that if a doctor feels a procedure or a medication is necessary , it is never denied..JlockleyVersion: 7.0.0

Love my KP appI’m so thrilled that I can schedule my doctor’s appointments from the comfort of my own home. This feature not only streamlines my hectic life, packed with work commitments and family obligations, but also saves me a considerable amount of time—time that I would otherwise spend in traffic or waiting in crowded waiting rooms. The process is incredibly convenient; I can simply log in to my healthcare provider’s portal at any time that suits me, whether it’s early in the morning or late in the evening. I can easily browse available time slots that fit my schedule, allowing me to choose the perfect appointment time without the stress of coordinating my day around a traditional office visit. This added flexibility truly enhances my overall well-being. It allows me to prioritize my health without feeling overwhelmed, enabling me to balance my responsibilities more effectively. By eliminating travel time, I can focus on what really matters, such as spending quality time with my family or tackling important work tasks. Overall, this modern approach to healthcare has made a significant positive impact on my life🤗.Bug BerthaVersion: 6.8.2

PCP gave me false results - twiceI recently had a breast MRI which I get once a year. I have a history of Hodgkin Lymphoma. My PCP said I had “normal imaging results”. I went to the radiologist’s report and he stated there is an enhancing mass within the R lateral chest wall and recommended further evaluation with contrasted CT exam of the chest. This is not a slight oversight. 3 months prior to this, I had routine lab work done and was told “everything is normal”. I went to view the actual numbers, etc. and my cholesterol was much higher than what is considered the normal range. Certainly not normal. When I asked about this she told me the results for that test get routed differently. Why say everything is normal if you haven’t seen all of the results? She could have looked at my results, just like I did and seen that everything wasn’t normal. I went through the proper process to file a complaint with Kaiser. I was told they sent me a letter to let me know what they were doing on their end. I never received said letter. I emailed again and was told they’d email me the letter, I never received an email. I was told they would give me the final notice of the outcome of their investigation within 30 days. We are beyond 30 days and I still have no resolution. We’ve been with Kaiser over 20 years and it’s shocking and dangerous how bad their care has gotten. If you are a Kaiser member, DO NOT take your PCP’s word for anything..Wright all the timeVersion: 7.4.3

Ease of use, but lacking understanding.Alright the app is cool and it’s very helpful from all the different things it offers. But who in there right mind from the creators thought it would be a good idea to not translate what you are being tested for in the test results page. When a blood/Urine test comes in you get the actual scientific term for whatever it is they tested for like they expect you to understand what your reading. Instead you either search up the term yourself or wait for them to call you to tell you the results of said test. Other than that the app is great and easy to use. Everything you need is organized wonderfully and there isn’t alot going on so you don’t get distracted by things you care nothing about. I will gladly change my 3 stars to 5 once they change the terminology for the different things they test for from the bacteria or infection to what most people know it as. I had gotten a blood test for a stomach ulcer and when I read my test results it made me more scared than before until I had gotten a call for them just to tell me everything came back fine. I did not go to school nor did I study lingo for different bacterial strains so I don’t know why I need to be belittled by having another human adult “dum it down” because I didn’t understand what a word they learned in their 4th year of college meant..Big-Nilla-Version: 5.8

Lots of loading glitchesI used to have Kaiser in Southern California and I absolutely loved the experience and most of all, the app and how simple and convenient it made everything. I just got Kaiser again up in Northen California and downloaded the app. The appearance is totally different than it used to be (I assumed it was a SoCal to NorCal thing but upon reading reviews it seems they recently redesigned it). I keep getting email and push notifications that I have new lab results but every time I try to check them in the app it loads for a few seconds and then just displays a blank white screen with my name at the top. I’ve tried closing the app and reopening and I’ve tried it at different times of day on multiple days. I even tried using the link provided in my email and logged directly onto the site through a browser but it just sits there saying loading for ages and never actually loads my test results. Today, I just tried to send a message to my doctor to explain I can’t access any of my results and see if she can have them emailed directly to me, but suddenly it won’t load any of my messages and won’t let me compose a new message until it loads. I’m really disappointed with this app now. Hoping it’s all a bunch of kinks you just need to work out with the redesign and that the app will be better than ever soon. Please look into these issues ASAP. Thanks!.Lisey08Version: 4.34.1

Different experience with different taskKaiser doctors are good and pretty knowledgeable doctors. But I had an out of state health issue and was really left with no way to communicate with Kaiser. The hospital gave me my own portal with everything that was done while there. They instructed me to have Kaiser to continue the follow up procedures that would have been done had I stayed there. Yet for that my Kaiser doctors would need the information from the hospital portal. There was no way to get that info to Kaiser. I did end up finally getting a video appointment with a Kaiser neurologist a day after I returned to Georgia. However, the only way I could send my portal files to the doctor was to download the files from the hospital portal then attach them into a messaging app on the Kaiser website that I’ve used before to contact my doctors. However that Kaiser “message you doctor” app only allows 3 attachments, so I had to message the doctor over 10 times so he could see what went on when I was at the hospital. So Kaiser, please get a system where a patient can send to the medical records department at Kaiser the info on the portal given to the patient who was treated at an out of state facility..Stratus86Version: 5.20.1

Easy, efficient, and helpful.Not sure why the app is rated 3.2 out of 5 but I personally have never had a problem doing anything on here. There are a few different things that could be improved upon but I am confident that with time these issues will be improved upon, fixed, and worked out. I think that society has grown a custom to such rapid roll out of tech that they tend to forget that things like this take time to get everything just right. Nothing is perfect, and to roll out a healthcare app on such a massive scale like this, I couldn't imagine that it would be an “easy” task. As For some constructive critiques, I would suggest maybe adding a way to search for lab results by date, test type, location, etc.. this would be a helpful feature (*the last time I checked there was no such feature, I apologize if one has been added recently.) Second suggestion would be to add a feature that shows the patient whether or not their Dr. read their message. But all-in-all i like this app, it has made my life a whole lot easier and I appreciate the hard work that it takes to bring this to scale..Jennie*o1Version: 4.33.1

IffyThe app sometimes displays a badge notification, but when I open it, there’s absolutely nothing new to warrant it, and whenever I get to the messages tab, instead of showing me the latest messages at the top. It loads it correctly, then scrolls all the way down to the bottom for some odd reason. Instead of just tapping a new message like I do in the iOS Mail or Gmail apps, I need an extra step. Sometimes, it won’t allow me to fill the subject line when composing a new message, thereby preventing me from sending all-important, health-impacting emails at all. That should be fixed, or perhaps subject lines should be made optional. It also doesn’t switch to landscape mode for easier typing on my iPad. The standard for iPad apps is to offer both orientations. The only reason I use this app is that my doctors outright refuse to email me outside of it. This app is a hassle and a half. Were it optional, I wouldn’t use it. If a company forces clients to use a proprietary service (like its own email), it should at the very least rival the services it keeps one from using. iPad Mini 5th Gen The app/email is my only point of contention with KP. The rest of the services I get are great. Thanks for reading my nonsense. I hope your days goes well if not better..EscryphaVersion: 4.34.2

PoorI’ve been a Kaiser patient for 15 years and am earnestly looking for a new healthcare provider. The last several occasions that I’ve needed care has been horrible. After 4 visits, I was diagnosed with bronchitis (the Urgent Care doctor said that I had GERD). My most recent visit was for a herniated disc. I was prescribed Tramadol (narcotic) which did nothing. My primary care doctor (whom I haven’t seen in person for over 2 years) responded to my request for something to help with the pain through a message and suggested that I use lidocaine patches. I do not have a history of being prescribed “narcotics” but I’m starting to feel that my care is being mishandled and I’m just supposed to suffer and/or bear the pain because it’s more cost-efficient for Kaiser. Today, Saturday, I’ve been on hold on the Nurse Advice line to see what else can be done to alleviate the pain that is now going down my right leg. I would not suggest Kaiser at the expense of your health. Find a provider that actually cares about you and not “the bottom line”. That’s what I plan to do..Beating the young onesVersion: 5.20

Good app but pharmacy info out of dateThe app makes it easy to schedule appointments, email your doctor, view past visits, and pay bills. However, the pharmacy portion is clunky. The pharmacy hours are incorrect for pharmacies in my area. For example, it shows the Alpharetta pharmacy is open on Saturday and Sunday but it has not. This has caused me a huge headache of trying to get the prescription transferred to one of the urgent care pharmacies farther away so that I can get much needed medication on a Saturday rather than waiting until Monday. This problem is further exacerbated by (1) the pharmacy IVR no longer routes to a live person at the actual pharmacy - when you select the option for a pharmacy question, it routes you to the automated refill line instead. (2) the pharmacy help desk is also no longer open on weekends. A doctor also submitted a prescription to Walgreens because my closed Kaiser pharmacy wasn’t open on the weekend and it turns out several Walgreens pharmacies also close early or are closed on Sundays. The whole pharmacy/prescription experience needs an overall to ensure patients can receive prescriptions more timely..AplJckVersion: 7.4.3

ScoldingNot customer care oriented. Get penalized for being 15 minutes late. I battle nausea and I take medication for it, prescribed by my doctor. I had an episode this morning, which had me 15 minutes late. You then have to wait 3hours. The member services don’t care, and the employees don’t care. And when your on time you have to wait on the doctor. The member service manager tried to scold me. Stating I need to leave home early enough. And to get up on time. This is the one time I pray they were recoding the message. In November I will not be renewing my membership with them anymore. Kaiser They’ve gotten so big they don’t care about the patients . 🙃🙃🙃 It’s so sad I get called back to the room to take vitals and the nurse says we are working you in cause everyone else is on time. I said nothing. This location is toxic and the nurses comments were rude and disrespectful. How many times I have to be reminded about being 15 minutes late. Everyone I speak to care 🤷‍♂️ 🤷‍♀️.SexyChyna3Version: 4.35.1

Thorough but disorganizedThe app has most of the information that a client might need, but it is woefully disorganized. I wanted to look up my immunization records and the various vaccines seem to be listed in nearly random order. There is no organization by date or vaccine type. I wanted to find out more about one particular vaccine, for example, how often I should get it, and when I tapped on the more information link I was presented with a barrage of completely disorganized information. And I could never find what I was looking for. As I was reviewing other medical records, there was a listing for a procedure that was done outside of KP, with a link to provide more information. When I tapped on that link, I was presented with a long list describing various disease diseases, and other factors that might affect health. Nowhere was there more information about the procedure. I’ve been with Kaiser for about seven years now, and I’m satisfied with the care. But the app is really sloppy. And it’s been that way the entire time. There will occasionally be minuscule improvements. But for the most part, it’s a very messy app..LSSR22Version: 6.13.1

This app is great until you order your medsYou can’t really order your meds through the app. Everytime I’ve done this it’s not gone through correctly. I have text alerts on so I won’t run out of meds, yet the last 3 months after receiving the texts I immediately put my prescription through for delivery. I make sure to hit every confirmation button to make sure it gets sent through yet it doesn’t work the first time. Once I did it 3 times in a row to make sure and it STILL didn’t send my meds. I notice after about a week that my meds haven’t been sent yet (didn’t receive the text about it) so I go back to the app and see when I refilled last (KNOWING I just put my prescription through a week beforehand) yet it doesn’t work. Everytime it acts like I haven’t put the order through. So a week after my reminder text I put the prescription through AGAIN and for some reason it works every time. After a week. Why? The app shouldn’t be bugging like this. People need their medication. I don’t have a car to pick up my medicine or I would just do it that way..LoveebrittneyVersion: 5.2.1

Good app but needs some updatingIt’s mostly very helpful and useful but in northern CA I cannot make an appointment to visit a doctor through this app. If I request an appointment for just myself there is no way to get to the next screen unless I also request an appointment for a second person (it won’t accept 0 for the second person) then I can’t get past the next screen because I don’t have details for a second person. So this part of the app is non functional and needs to be looked into and corrected to make it do what it’s supposed to. Although the medication ordering section works very well there is no way to print the order from within the app, this also needs correction. I have reported these aggravating deficiencies both at my doctors office and through the app but to date I have received no response from anyone and the app remains the same. Would it be possible for someone responsible for the app upkeep to make what I would think are fairly simple corrections and make this a 5 star app?.Rob;annoyedVersion: 5.19.1

Beta software being used in productionAt this stage, it’s more usable, but there are still glaring usability issues with the software.. for example, when viewing a test result, clicking the result opens it, but going back does not go back to the list of results. It exits the results list. There’s a separate button at the end of the individual result to close it, which I know about from experimentation but always forget about unless I went back a couple of times and realize what’s happening in the same session.. Another problem used to be viewing the past visits. It would try to display the pdf file in app and would not be scrollable. Now it doesn’t even attempt to display it., opting to push the functionality off-app instead, which while works, is not a great experience and shouldn’t take a lot of work to fix. All in all, I think Kaiser should either hire better people or give the software team the resources to get the people they need. I’m a software developer not associated with Kaiserbut who can tell good software from bad ones..Anon.DevVersion: 5.20.1

Do not get KaiserDO NOT GET KAISER PERMANENTE INSURANCE EVER. Absolute worst patient service. Must go through main call center for everything. Some representatives nice & helpful; many others rude & condescending. 3 days ago had bad accident. Immediately went to 3 hospital ERs. 1st the one nearest home 45-minutes away, 2nd Kaiser “Advanced Care” 90- minutes from my home, not a full-fledged ER, a glorified Urgent Care. 3rd a well-respected hospital, affiliated with Kaiser. I was examined & told I require surgery within 5 days. All together, took 14 hours & 300 miles driving. Luckily, wife was home when accident occurred. Scheduled appointment for today with Kaiser Ortho PA-C, which was cancelled this morning, as she called out sick. Must only have one at this location. Next closest Kaiser location to me is 3 hours away, 6-hour round trip. Next available appointment March 26, 20 days after accident. Can’t call any doctor or department directly, must leave messages thru call center reps, who say call will be returned within 72 hours. Injury occurred 3 days ago, 72 hours = 3 more days, 1 day after required surgery date & that’s to speak with someone, not to have an appointment or schedule surgery. Found an out-of-Kaiser specialist at top hospital, where Kaiser surgeons operate, who can see me Monday, 3 more days but can’t without Kaiser referral. Called Kaiser again, 5th time today, over total of 7 hours. Requested a referral. Was told they’d send the message but it takes 7 to 10 days for a “Board Review.” A person could have permanent damage or die before being seen & taken care of by Kaiser. Why pay astronomical prices for coverage to get none. I’d be better off having no insurance. I don’t know what to do. I’m scared, angry & worried that I am going to be forever damaged, unable to use my dominant right hand, wrist & arm. Please don’t get Kaiser. If you have Kaiser, cancel & purchase insurance that will actually cover you, especially in emergency situations..RexDeuxVersion: 6.1

Delivered Prescriptions / CareI have always been a completely happy customer at Kaiser. I’m 71 and have been a Kaiser member since I was 18. There have been many changes in every department throughout the many years and to the benefit of Kaiser members. I love the pharmacy in Livermore they always gave me great service with a smile and very helpful. They went the extra mile! I for a couple of years now have had my medications delivered because it was convenient with me working full time and that’s the only reason why. This has worked out great and no worries about getting to the pharmacy too late. I also have a wonderful doctor his name is Dr. Combitsis. He’s old school the way he cares for his patients he is amazing he truly cares and listens we are so lucky to have him! Thank you to the ones who care because I’ve been lucky to find and have them to care for me! Thankful Julie! ♥️.Julie3711Version: 6.11

“Order Rx” means nothing for pickup of controlled meds.The pharmacy knows absolutely zilch when it comes to how to interact with the app, and that is not their fault. There’s no communication with them on how it works and says it doesn’t affect them at all in terms of ordering prescriptions for pickup, like with controlled substances. I have to go in and wait like everyone else, which would be fine except that’s not what the app says. On top of that, if I ‘order’ non-controlled Rx with it, it’ll text me that they’re ‘ready’. But not about anything controlled. The only thing the app is good for in that regard is to prompt your prescribing doctor to approve a refill if they’re not on top of it already. But it doesn’t tell you that explicitly, so until you’ve done it a few times and spoken with your Dr directly you just have to kinda guess. Bottom line, please figure out what you’re trying to do, COLLABORATE with your pharmacists and technicians, and then make sure the app tells everyone correct information. Because what it’s doing now is not okay..Firsttimecaller42Version: 5.19

Best Case that can be providedHave had many different care providers before I started at Kaiser and got pretty good care but Kaiser has by far given me and my family the best care of all, from joint replacements, weight loss, depression, gull bladder, Covid, and everything in between we have had the best care and coverage. One of the biggest perks of Kaiser is that each location ( which is many ) have lab,x-rays and pharmacies, flue clinics and many more services ON SITE for the majority of them . The other great benefits is that the on hands care providers Dr’s and associates have been knowledgeable and kind,caring and happy with their work environment ( the majority of the time ) because corporate dose a pretty good job of working out problems with them . I recommend anyone who has the opportunity to sign up with Kaiser to give it a try so you know the difference between great care and OUTSTANDING CARE ..Cowgirl MelieVersion: 5.20.1

Updates have ruined the appWhy is the app now taking me to the website for appointments, test results, past visits, etc? That completely defeats the purpose of having an app - I can go to the website myself! I’ve already signed into the app and every time it takes me to the website for one of these pages, it forces me to sign in again, then almost every time it says the action can’t be processed and either has a button to return to sign in, which goes back to the app Home Screen, or just automatically returns me to the app Home Screen. This is highly frustrating since previously the appointments and test results were contained within the app and did not require additional sign in or navigating to the website, or if it did, it was background processing that I wasn’t aware of and I was happy with that. I used to think Kaiser had an excellent app for managing my healthcare and I’m quite disappointed in the changes that have been made..AJKPDXVersion: 6.4.3

Very satisfiedI admit that I had decided to switch from Kaiser a number of times due to the long wait time to get in to see the doctor and even longer to get prescribed procedures. Further sometime the staff were unfriendly. However, with some of the new changes especially ability to have tele- visits has made it easier. With the addition of team concepts it is also possible to see another doctor who knows my record and issues specific to me makes it easier to get care when needed. After 10 years of waiting for my knee’s replacement surgery since the last appointment, I am encouraged that it may happen, not this year but hopefully early next year. I am also happy that there are other close by facilities that I can go to. Keep up with the friendly staff. Emotional well-being is an important element of wellbeing..So happy 78Version: 6.6.1

Outstanding Relationship with KaiserMany people have different opinions about Kaiser, and I have mine. Kaiser took me when no one else would, way back in the 1980s. I have been with Kaiser a long time, I left for a while only to come back to what I honestly feel is a great healthcare institution. I have had surgeries and survived COVID with Kaiser and all the way my health team was always there. When I look at how other health care insurance plans make the patient of a family member struggle through there endless processes between doctor, care team, radiology, specialist and accounts payable I feel so sorry for them. Kaiser is a lot easier and one entry by one healthcare professional is seen by all on your healthcare team. No hone calls, no patient management for a loved one only direct contact. It’s a great service and worth the money spent on the program..OSOMANOSOVersion: 7.7

Great care and communicationI’ve been a patient at Kaiser for many years and appreciate the efficiency of one of the first HMO systems in the country. I’ve been able to access doctors and specialists for a variety of needs and referrals in a timely manner and with seamless communication. I find the online patient portal easy to use, and it allows me to contact all of my doctors with questions and issues when I have a concern. I usually hear back within a day if it’s urgent, and a bit longer if it’s non-urgent. When I’ve had issues with care or follow-up or costs, I’ve been able to appeal. The results have been satisfactory as well. Both my husband and I have had surgeries over the years with good outcomes. The preventive care is especially good. We appreciate our doctors and providers and recommend Kaiser to our friends and family..Bluegrass ViViVersion: 5.20.1

Message changedThis app has always been very easy to use and figure things out but, the way the new messaging was made is very unintuitive. Before you could just hit messages and they would all show up but now they are all split up and there is more steps to get to them. You have to press a button that says “Message member support” to go to the inbox which you wouldn't think to press because it says to message and to find other messages you have to press “Message your doctor…” i wouldn’t have thought these were where the inbox were. Your messages with your doctor is now set up like texting or the chat other companies do but I’m sure these are not instant message so there was no point in changing it. It is easier to read all your messages to your doctor though when it’s a long message thread. Not everything needs to be changed just because. I don’t really write reviews but this one irked me a bit..YoMommaKixkVersion: 6.4

Worked great until recentlyI’ve had issues with the My Doctor Online app for months, but the KP app had thankfully not shown signs of issues — until this week. With My Dr Online, my attempts to log in send me to a browser window within the app, but after entering my credentials I receive a “page no longer available” error. Closing that in-app browser window just takes me back to the app’s sign in screen, and that process repeats indefinitely. Now the KP app is doing the same thing: an in-app web browser asks for my credentials, then it displays “page no longer available,” and I’m prevented from accessing either mobile app. I’ve been emailing with someone from “Tier2WebSupport” for *months,* and they keep insisting that nothing is wrong with my account (I never said there was), suggesting basic troubleshooting (deleting and reinstalling the app, etc.), then again telling me there’s nothing wrong with my account (as I’ve said, the issue is with the mobile apps). I sat on hold for 40 minutes this afternoon waiting to speak with “technical support” and finally just gave up because I don’t have the ability to stay on hold all night. The issues with the apps are one thing, but the issue with their “technical support” team outright refusing to acknowledge the problem (or that there is one) and insisting that everything is fine is an entirely different level of ridiculous..LpixlerVersion: 5.4.4

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Kaiser Permanente Negative Reviews

Updates are always bad, slow appI’ve been a Kaiser customer consumer. I don’t know what the heck you call us patient maybe who knows for 10 years now this app is terrible, especially if you’re visually impaired it takes forever to load often doesn’t load all the way and usually all of the updates to it do nothing but make the app seem to run slower, and re-organize things for no real visible or intelligent reason also for people keep claiming in their ads to care about their patients they do not seem to care about our convenience, ordering prescription drugs was way faster before the last update. Also, every time they update the app it forgets all of your preferences and settings or at least it does on my phones currently on 15. Pro Max running the latest iOS so should ideally have no problems, but still super slow speeds huge buffering even when I have four bars full data and have high-speed Wi-Fi doesn’t matter. It takes forever to load anything. They’ve removed most of the phone numbers at least from easy access to me so that when I ran out of eye meds, I could not just easily find the pharmacy number and ask to see if I could get an update or an early refill and if you were able to find the number guess what you’re gonna get sent through an AI loop that will make you wanna pull your hair out thankfully I’m already bald so it’s not a concern anyway hope other visually impaired users have better luck with Kaiser and using this app than I do. Individual Kaiser employees are great. The Kaiser organization is a whole is terrible as is this app..Iva BigbotomVersion: 7.8

Good, but slow and cluttered with extraneous infoI like the fact that Kaiser is proactive about preventive care. I like that the app helps me keep track of stuff I need to do. I don't like that the app is extremely slow. Much slower than the apps I've had with other healthcare providers. I do not like that the app is extremely cluttered, full of stuff that I need to scroll past. Especially since scrolling on my phone is one of the causes of my health problems, hand and wrist etc. pain. I dislike that the app is full of stale information: e.g. today it is bugging me to get a flu shot, although Kaiser knows that I've already had a flu shot. Although it is convenient to be able to schedule appointments through the app, it is extremely unfortunate that about half of the appointments that I need to schedule cannot be scheduled through the app, and as far as I can tell have to be scheduled by phone. And it is really annoying that I can never find the phone number to call, because they have different phone numbers for different departments. I have learned that it is a good idea to record every single phone number I've ever been given to Kaul at Kaiser, because the app doesn't provide it, the webpages don't provide it, there's no single directory surface I can call..Krazy GlueVersion: 6.8.1

Kaiser doesn’t want its clients to receive healthcareI’m convinced Kaiser doesn’t want its clients to receive healthcare. I can’t do anything autonomously thru the app or website. If I need to speak with my primary care doctors office - I can’t contact them directly by phone or email. All in-person doctors visits are always more than a month in advance so I have no way to see if my doctor can put me on a wait list if something opens up sooner. The website and app won’t let you make an appointment on your own - you have to go thru their customer service department where your call will get “screened” by their customer service reps, who make the determination whether you need the appointment... and what kind of healthcare is needed. I had to call to make an annual appointment for my mammogram. The CSR initially said I didn’t need the appointment since I had one last year. I clarified that this is a routine exam automatically covered for women, but the CSR still insisted it wasn’t necessary and told me to wait 5yrs. I literally had to explain I had a lumpectomy a few years ago and then she granted me my appointment. My healthcare is something personal and private. I shouldn’t have to disclose my medical history to a complete stranger. I should be able to make my own appointments and be able to contact my primary doctors office with any questions or concerns. BTW, when I got to the mammogram appointment, the radiologist asked if there was a reason the appointment was only for one of my breasts because that was what my appointment was made for. Kaiser doesn’t want its clients to receive healthcare!.Just jessica :(Version: 6.7

Prescription delaysMy doctor visits are fine…although obtaining NECESSARY prescriptions are incredibly more difficult and we as patients are left hanging with zero help or alternatives from Kaiser.(And no, a stronger substitute narcotic isn’t what I want or need!) I understand the problem with shortages nationwide. Until that changes we SHOULD be offered the ability to easily search outside of the plan to procure them and be easily reimbursed . NOT to resort to taking LESS than is prescribed to stretch them further…and not to mention never being given what was missed (when we do finally get them!) I’m always following my doctors orders—Kaiser isn’t helping us do this when there ARE other ways to obtain these medicines, such as I’ve mentioned previously. Let us call CVS, etc., rather than going without or driving 3 hours (as I did in pain) to obtain them! Or better yet, draft a bill we can vote on as a country to fix this problem—so everything isn’t dependent upon China or India to manufacture them. Manufacturing the core ingredients necessary ourselves should be job #1! Putting money into making our country self-reliant in this area (rather than profits made/brokered) SHOULD be our first move—as this seriously threatens national security staying stuck in this “drug desert” of insecurity. When cancer patients are forced to use less than the optimum choice for their therapy/recovery, it is UNCONSCIONABLE and ETHICALLY WRONG! The list of drug shortages is predicted to climb in 2024…and greed coupled with a “wait & see attitude” puts us ALL further in jeopardy. Start investing in a real solution now!.Sorry, we’re out!Version: 5.20.2

There was no care in this health care.I broke my ankle on July 17, 2025. In Roseville, I had a reduction and a splint put on my ankle and they made for me an appointment for surgery and an appointment to have my splint removed and a cast put on and all the follow up appointments. A week later I had surgery at the surgery center in folsom the care there was excellent. So far so good. Then a week later (or was it 2?) on the day that I was to have my splint removed and my cast put on. I got a phone call from Roseville where they made the appointment about an hour and a half to two hours before the appointment and they told me that they were canceling the appointment the reason was because it was a Sacramento doctor that did the surgery in folsom I had to have all follow ups in Sacramento. They did nothing to try to get me the appointment in Sacramento. They just dropped me like a hot potato. All these appointments are scheduled way ahead of time because of the schedules being so filled up and there’s a specific time in which to have splints removed, casts put on and casts removed. And, it was entirely their fault. They scheduled the surgery. They scheduled the surgeon. And they scheduled the follow up appointments for Roseville. This is not care, but a complete, utter and total lack of it..ZealousfakeVersion: 7.4.2

Appointment Process, Messaging, Finding Care, Receiving CareKaiser is pushing everyone to their app and online services, but the entire application is glitchy and limited in what it can do. The messaging system doesn’t reach your doctor in a timely manner and most services require you to call in. The phone tree is long and drawn out. You can create an appointment through the app, but good luck rescheduling and canceling. I tried to be seen by a Primary Care Doctor for a physical and was on time for my appointment. After waiting for over an hour in an exam room, I had to leave because the doctor was not even close to seeing me next and I could not spend all day at the doctors. When I spoke to the nurse, she was rude and said I would marked as a no show/missed appointment. I tried to talk to customer service regarding the situation and nothing ever came of it. I had an ear infection that took 6 weeks to treat because my Primary had to send me to a specialist and specialist needed to see me twice in order to determine that I had an ear infection. I ended up paying 3 high copays and an additional copay to Urgent Care just to get an ear infection treated. The Kaiser system is made to test your patience, time, and drain your wallet..RecoveringPPLPleaserVersion: 6.8.2

Stay away from KaiserI’m a fairly healthy person and do routine checkups. The app along with KP services are just horrendous. You’ll get estimates from $0 to then being told when you’re onsite at the doctors office that you need to pay sometimes over $150. From that point on, you’ve made this appointment months in advance, along with other plans. So it’s basically a bait and switch and surprising you with a bill you weren’t expecting to pay immediately, and if you don’t pay you’ll have to cancel your appointment and move on. After paying that fee you also have a high possibility of having additional charges for the visit/checkup due to the time spent which can be out of your hands. I spoke with the membership services there were explaining that the moment you are brought in, the time starts when you’re in that room till the time you leave can be charged additionally per 15 minutes and that rate differs from doctor to doctor. That also includes the time that you’re sitting alone waiting for the doctor. I’ve had friends who went through cancer treatment and they strongly believed they would have died if Kaiser was still managing their care compared to other services..GoodspedeVersion: 5.20

Doctor AvailabilityDoc. Hayden has canceled three times on appointments with me and this is supposed to be our initial appointment. Not sure why when her office calls and cancels and reschedules me for a different date why all of a sudden she conveniently is not going to be there that day I’m having to go with out certain med currently since I changed insurances and providers and my meds can’t be refilled until I see a provider on top of certain on going medical conditions that I have to see a primary physician before I can see a specialist To beat I can’t just reschedule for the next day or week because of the work my company does I have to give a two week notice to take the day off just to go into a thirty minute appointment costing me money not to mention the travel I have to do since Kaiser still has not put a med office in Saint Helens, Oregon Not very happy with any of this making my experience back to Kaiser once again very unpleasant situation, and I can not go anywhere else because this is all my company has to offer. Thanks doctor Hayden for saying your new patients but what you mean is you just pick and choose who you see must because I’m a male.Rusty 97051Version: 6.8.1

Getting worse, not better, over timeI have used the Kaiser app for many years, and have always appreciated Kaiser’s efforts to bring into a mobile experience a myriad of functions and features. Unfortunately, the design simplicity of it has, in my opinion, devolved, especially as it is less intuitive as to where things are to be found. Frustrating. But my biggest complaint regarding the app is it’s stability and the fact that one can’t save, nor does the system do it, ones messages while being composed. I’ve spent 20 minutes crafting a short concise message to my doctor, hit send, system fails, and there is no way to save the message. In short, you lose the message. I now am starting to draft my messages outside of the app, and then copying and pasting into the app. A laborious, poor user experience. The Kaiser system doesn’t even allow you to copy a message after you’ve drafted it, in case it gets lost again when you hit send and the send fails. I love Kaiser in so many ways. The app isn’t meeting the standards of the rest of the organization..SFequitiesVersion: 5.0

HorribleBad doctors and treatment aside, something I’ve been dealing with a lot over the past 2 years, the app is mostly fine. However, I find that it just wastes my time in so many areas. When you sign onto the app it greets you with a small little hello screen. This screen however is not able to be skipped and only serves to waste our time. With how the app is designed you are not going to be spending a lot of time on the app. So when it takes five seconds to get through some useless greeting it really adds to an irritating experience. And that is just one thing that is bad about this app Just the worst experience I’ve had with an app like this ever. Avoid this terribly made, horribly unintuitive, time wasting, piece of trash app if at all possible If your debit card info is outdated and you try to have your prescription delivered to your house it won’t tell you. Instead it will tell you the order has been submitted, but it won’t actually be. So you have to go into the setting and check for yourself. This terrible, Unintuitive app won’t tell you it’s outdated, you have to figure it out yourself. I hate you Kaiser :).#68 two chainzVersion: 5.1

WORST MEDICAL APP EVERYThe amount of times I’ve been logged out, kicked out not given access to my own account. Had my parents kicked out and logged out had trouble due to Aries had trouble due to new sections in the app. Many doctors appointments were canceled. Many doctors appointments were never scheduled problems with my health escalated due to this app not being compliant with individuals and patience using the app if one person needs to schedule a doctors appointment there is at least two or three things that goes wrong within the app and within scheduling and not regarding the appointment itself the miscommunication the options does not cover a lot of health or let you describe what’s wrong. there’s not much AT ALL! With navigating the app, there’s always something and it seems as if it’s being more the doctors want you to wait months or weeks because of the app takes so much time to get back to us about appointments messaging and navigating the app, GO BACK TO HAVING THE OLD WAY OF A DOCTORS even nurses and doctors talked to me about the app and problems kiser had within its self and communications PLEASE DO BETTER FOR THE NEE GENERATION OF PEOPLE WHO NEED HELP.OkcufzufxufxVersion: 6.3

Needs improvementThe app is marginally better than getting information via the phone or website. The biggest problem is pages that don’t load or information that can’t be retrieved, providing no information as to why. I’ve found it usually means there is something that requires special authorization or where something else is missing and the quick pick selections won’t work. Another annoying feature is the layout that pushes notifications to the top every time the app is opened even if you have read them. Sometimes I have to check if a medication is in stock due to shortages and there is no way to find that without calling the actual pharmacy number, not the main number. To me, the app is unfinished and might make life easier for half of the people using it for the most common reasons that tie up phone lines. I find myself spending lots of time on the app to go in circles and hit dead ends. I don’t need an explanation on how to use technology but an explanation of what the app can and cannot do would be useful..AshtheanimefreakVersion: 5.20.1

So many frustrationsThere’s so many aspects of this app that are incredibly frustrating! From the moment you open the app through navigation, it is frustrating. I have several people linked to my account so when I am notified that there is a new test result, I have no idea which account to open there is no highlight on the family member within my account. Then there are healthcare reminders that every time you click on them they never go away. there should be a dismiss or disregard or ignore button so that those healthcare reminders go away. But it is impossible. I get my flu shot through work, there is no option to say I got this elsewhere or disregard, or ignore. Then, when you go into any sort of test results, it would be nice to see past results in trending right there, but you have to navigate around to accomplish that. Pharmacy is in a completely different section and the prescription for vision is in an entirely different location. It is just a horrible application. I understand HIPAA and privacy, but this is ridiculous..KrisO80Version: 5.20.1

App difficultyI’m having technical difficulties with the Kaiser app. My problem is I am unable to log in on my personal device; but I am able to log in through my girlfriend’s phone. I’ve tried deleting the app it’s self several times and even deleted it off the iCloud and reinstalled but it didn’t work. I also tried changing my password to see if that could work but still didn’t. When I do attempt to log in it stays on a loading screen for ever and won’t go any further than that. When I log in through my girlfriends phone it loads right in . What do you suggest that I do? I even tried contacting the web manager with this information with this exact message but now that website is even saying my response is invalid because of this (you’ll read below ) but there is nothing invalid about my concerned statement “ Your message contains invalid characters. Please use only letters, numbers, and the special characters ! - : ' . , ? / $ % ( ) in your message.” I would just like to log in through the app on my personal device any help is appreciated thank you.JdjffkkdneeVersion: 5.14.1

Unbelievably Poor CareI have recently acquired health care coverage through my employer and I have never been this disappointed in customer service in my life with any other company. because of the fact that Keiser Permanente works with no other company under their coverage with the exception of them, it's the equivalent care that I have received from a company like Comcast. Keiser Permanente knows that in most cases they have no other option other than to see them for their personal care, and because of that they treat patients with the most lackluster care in the healthcare industry. These are human beings that have real issues, and they deserve to have a healthcare provider that treats them as such. Unfortunately with a company that is solely responsible for treating every problem in house, They can hire "professionals" from their call center all the way up to the doctors that have no real intentions of ever caring about the patients that they treat. It's extremely sad because I will decide to personally go without healthcare rather than continue to be cared after by such awful human beings.JR007000000000Version: 6.3

No doctorsWe returned to Kaiser after having other insurance for 6 years. We had really good experiences previously and we’re excited to return. Since coming back to Kaiser it has been a nightmare! My previous doctor was still there but we had to choose a different one for my husband. We were surprised that it took over a month to see our primary doctor and a few months into the year my husband’s doctor left! We decided to keep Kaiser for 2024 but I think that was a huge mistake. Two days into 2024 we discover we have got Covid and can’t get into our doctor until middle of feb. I guess we will have to sit at urgent care all day if we want to be seen. E-visits are discontinued and phone visits are booked. There are no options here! The doctor told us before he left that Kaiser can’t keep doctors in CA and they all have triple the patient loads because of it.I don’t know what happened but if we live through this year we will be switching insurance back to ppo and find a practice that actually wants to see patients. Don’t waste your time on Kaiser..Nothappy with irobotVersion: 5.20.1

Kaiser Devs Drop the Ball AGAINThey just don’t care. The same boilerplate response for every complaint of which there are many. For the last two years, I’ve been unable to use the KP app. In that time the My Doctor app has worked flawlessly. At some point within the last year, Kaiser stumbled upon an update that actually worked. And now the 5.14.1 update has killed the KP app. And the My Doctor app still keeps working. I’ve deleted the KP app several times and reinstalled it and have never been able to access the site. And now, with v.5.14.1 it won’t let me establish a new password. Because I have the My Doctor app already installed it says I’m in I’m already registered and will not let me set up the KP app. For some reason, there seems to be a conflict between the My Doctor app and the KP app. I’m not sure what the difference is between the two apps. They both have the same information. One problem with both apps is there seeming requirement to sign in two times in a row when using Face ID. I don’t understand why this happens. Every other third-party app that uses face ID signs me in one time and I’m there. The Kaiser apps requires Face ID sign in two times. I don’t understand that. There are a lot of complaints about this app. Yet it still doesn’t get fixed. Since the developers are unable to fix this, I’m just deleting the KP app entirely and not try to update it or check to see if they’ve got around to fixing it. It’s just a waste of my time. Why the my doctor app works and the KP app does not work will remain one of the mysteries of life. If I had to guess I would say that a different team works on my doctor app, then on the KP app. No matter, as I will probably not live long enough to see a working version of the KP app, and will rely on the My Doctor app from here on out. Developer, please don’t respond to this complaint because we both know you’re not going to fix it..PhoneGuiVersion: 5.14.1

Extremely Buggy On iPhone XSThis software has never worked well on my iPhone XS. The latest version is completely unusable. When hitting the home button the app immediately quits. And you have to hit the home button because none of the home screen options will work unless you first click off of the home screen ( Like to messages) and then click back. Clicking the home screen to get back to the main options is now impossible. This app has been extremely buggy since I first started using it which was several years ago. The options and bloat of the software have gotten bigger but the fundamental problems have remained. The app is for a huge medical company and you would think the app would have been thoroughly compatibility checked before it was let out the door. Leastways they should quickly be on top of problems and rectify them in short order. This has not been the case on the IOS side of things. I am sure I am not the first to comment on these problems....In The Spirit of NaderVersion: 4.36

Not user friendly1) I am not able to reply to my provider’s email. There is not option available for it. So have to either start a new email thread or call which are both annoying. Starting a new email thread makes it difficult for my provider and me to track the issue and for calling I always have to wait for an hour to get someone on the call after dozens of forwardings 2) When starting a new email, there are limited options provided as the title and usually does not match with the issue/topic of the message. Unfortunately there is no option to type a new topic there! 3) This is not for the app but Kaiser P itself. It is really annoying to wait for some services like Ultrasound as there is a long waiting list and never can get one scheduled for sooner than a month! You know how it gets annoying when there is a result that provider looks forward to see and decide to proceed for the next step especially when This insurance is not accepted on other medical sites..EdgelighVersion: 5.4

Unable to reschedule an appointmentI am unable to retrieve an appointment nor am I able to reschedule an appointment..SLV5hVersion: 6.6.1

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